Time Warner Cable’s New Online Care Team « Time Warner Cable Untangled

Mar 09 2010

Time Warner Cable’s New Online Care Team

This is really exciting stuff — I’m thrilled to announce that we’ve got a new Online Customer Care Team.

Led by Online Customer Care Manager Phil Blum (@TWCablePhil), the four-person team uses e-mail, Twitter, and other forms of social media to get customers help anytime, anywhere, and on any device. It’s just time that we did this – civil (and uncivil) society is migrating online, and we’ve got to meet our customers where they live, play, and talk.

Phil Blum (@TWCablePhil) is the team leader — his official title is Online Customer Care Manager. According to Phil, “We’ve had approximately a ten percent increase in volume each day since we went live, and we’re expecting that to pick up significantly as awareness increases. We stand ready to handle as many of our customers as would like to reach us. So far, our customers seem to enjoy the personalized service that we’re offering.”

Before launching the Online Customer Care Team, Blum spent six years managing a Time Warner Cable call center. He managed a team of Tier 1 tech support agents, and has extensive experience working with billing, tech support, and care issues.

The team is available for live, realtime care discussions from 9AM – 10:30 PM EST Monday – Friday, and from 12PM to 8:30 PM EST Saturday and Sunday. To contact the Online Customer Care Team, all one needs to do is tweet an issue to @twcablehelp or e-mail twcable.help@twcable.com. You can reach team members individually at

@TWCablePhil
@TWCableBrienH
@TWCablePaulS
@TWCableBryanP

However, all tweets sent to the @TWCableHelp handle are seen by every member of the team.

If you have feedback for me or the team, please feel free to leave it in the comments or e-mail me directly. This is a work-in-progress, and we’re refining it based on your input.

Categories: Cool Stuff, Customer Care, Product Launches, What's New

55 Comments »

55 Responses to “Time Warner Cable’s New Online Care Team”

Michael
Oct 04, 2011
at 1:07 pm

I have had the “worst ever” customer service experience with TWC. When I signed up for the triple play, I was promised a $200 gift card. I was told to fill out a form on line and send in my last Verizon bill, and I would wait 90 days to receive the gift card. I did all that and have waited 8 months instead of 90 days. I have called to complain many times and “every time” they tell me someone will contact you within 48 hours. Don’t believe it! They think you have short memory or something. No one calls you back. I hate this service.
TWCablePhil
Oct 12, 2011
at 3:49 pm

Michael, sorry for the delayed response here. If you could email us your contact info to twcable.help@twcable.com, we can follow up on this.
Sammie
Oct 12, 2011
at 7:43 pm

I’ve been a loyal TWC subscriber for over 15 years and it’s time to move on. There is no customer service – our home modem isn’t working (no Internet) and exasperated, my son went out to buy one at BestBuy. But you need a provisional number to hook up – and I’m now holding 57 minutes to try and get one this time around (second day of trying). On Twitter I noticed someone’s hash tag for TWC as #uselessthingsipayfor and I agree. Even the customer response to the comment above by Michael, on a public blog, took EIGHT days for TW to respond.
Jeff Simmermon
Oct 12, 2011
at 10:43 pm

Sammie – I am sorry that you are having a bad customer experience. Have you tried to contact our online care team directly, in the ways mentioned in this post? They are highly responsive on Twitter, Facebook, and via e-mail — but although they drop in here from time to time, monitoring our blog is not a core part of their job. Try reaching them at twcable.help@twcable.com and you should be in good hands.

Jeff
Matt Miller
Dec 07, 2011
at 6:18 pm

TW,
I have been without service since last Wednesday (11/30/11). The earliest someone could get to my home was today (12/07/11). First off, that is a ridiculous amount of time to wait.

Secondly, we scheduled the appointment for today between 1:00 and 5:00. My wife took a half day off of work. That cost us $ we don’t have.

Thirdly, an automated machine called me yesterday to remind me of my appointment and asked me to respond that someone over the age of 18 would be home. I responded yes.

Today, before noon, a rep from TW attempted to call me three times to make sure that someone would still be at home. I do not answer my personal cell phone at work. I was NEVER told that you would call me the day of or I would have certainly given you my wife’s number. At break, I called TW at 3:00. The rep apologized and said that she would ask if the tech could come back or if another tech could come to the house. She said someone would call me back. They never did.

I called back at 5:20. Erica (1055) was not helpful at all. She had absolutely no authority to do anything. She couldn’t tell me when or if someone was coming. I asked for a supervisor three times before she tried to get someone. Then she said they were all unavailable. Total disrespect for the customer. I’m still waiting at 6:15 for a “supervisor” to call me back. I doubt they ever will.

Since you have clearly violated the terms of the contract, I consider it null and void. The contract has clearly been violated on several levels. I also demand to be compensated for the lost wages incurred by my wife since she had to take a day off of work.