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

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Comments for this post are closed – all comment threads close after 14 days from the original post date.

If you are having trouble or need assistance with your phone, cable, or broadband service, please contact our Online Care Team at twcable.help@twcable.com, or at @twcablehelp on Twitter.

63 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.
Mike Palmiotto
Mar 04, 2012
at 9:26 pm

I am really having a bad experience with Time Warner. Missing/blank channels and pixels on the channels is what I get. HD channels don’t come in sometimes. I have a DVR and a regular cable box…both have issues. We just changed the boxes and our experience is worse. Now the DVR, after rebooting, is flashing strange numbers on it….the last time it did this it flashed these numbers for over 2 hours and then came up. When we had issues years ago, Time Warner adding a booster in our house…does that sound right? Could it be that booster is shot and needs to be replaced? Please help.
Catherine
Mar 06, 2012
at 5:21 pm

I was promised a $100 dollar VISA card by TWC cable and now 4 months later I’m told I can’t get it because I did not follow the appropriate steps. I called agents 3 times in December to make sure I did all that was required and was never told that I needed to specifically register at some website. Now I don’t have the VISA card but guess what? I don’t have a contract so AT&T here I come. So glad we have competition so companies like TWC can’t keep screwing their customers. If you want loyal customers you have to try hard and help them.
yvonne
Apr 25, 2012
at 1:18 pm

My phone line is down not working at all can u fix it
Angie
Jul 05, 2012
at 11:53 pm

Hi
I hoe you can help us. We have been customers forever and in the last two months, it has been aweful. Take last night. Our box was not working because it was not authorized. A tech rebooted 4 times, then it fixed. But he said that if we did not use our tv in 24 hours, it would do this. When it does this, the DVR will not record. We lost 5 days of recording. Being a computer programmer, this explanation is totally illogical. I really need to speak to someone that cares at TwC that will get us back into service bliss and not continually lie and break down. Can you help PLEASE? This is my last plea
Maryam
Jul 12, 2012
at 2:05 am

Hello,
Three months ago my we signed up with time warner under false pretenses. I was told that we would get the HBO, Showtime and the variety tear for a year for free. On top of that we were promised the Turbo internet for free for a year along with a DVR for a year free of charge. However last month after having many problems with the DVR box and having changed it twice and still having problems with the box and the internet we were informed that our account is not what was promised to us. We were told that the HBO and Showtime is only free for three months and the internet is the basic and not turbo like promised. When I called the customer care they were rude to me and patronized me. They told me because I don’t have in writing it is not going to be honored, the deals I got were over the phone from a time warner representative, however the customer care people very rudely told me off.
We have all our services through time warner and as a customer I do not accept being talked down to! I am a PhD student in Electrical Engineering and I do not take it kindly when people speak to me as if I am stupid or ignorant!!!
This is my last attempt to fix this before I take it to the BBB.com. I was told they are very good at taking care of these types of situation. So my question is, is there a way for time warner cable to make it up to me for being rude to me and lying to me and selling me a product that is not delivered and I’m being charged for??? Or will I have to cancel my account and seek council another place to deal with this huge disrespect and mistreatment?
Binh
Jul 30, 2012
at 2:07 pm

I called in for services because I had problems with the cable box. The Service Rep made a mistake and wiped out the “Surf’n View Turbo package Guaranty Price” for $113.99 per month, guaranty until July 2013 on my account. I was told that you could not put my account back for the same services at the same price. I was given two choices: 1) pay higher price at $162.94 per month for your mistake. 2)discontinue the service. I am very disappointed at how you handle the situation and feel like you do not even care to keep me as your customer.
I spent endless hours in the last 3 months and the issue has not been resolved, so far I have been over charged for $173.77 for 3 months, I am about to cancel my services with Time Warner Cable, but I need to clear up the over charge on my bill before closing my account and will never look back at Time Warner Cable…I am so frustrated!
zaida romero
Jul 31, 2012
at 7:38 pm

Since TWC installed new software on the DVR players, the service is atrocious.. Very slow response to commands to switch channels ; and interminable delays in loading the data for a program search.. Often is just “loading data” and the date never comes up…so I can’t search for programs.. Switch back to the old software…it worked satisfactorily and was reliable.. Yes, I’ve rebooted the system several times without success.
Monika Phillips
Aug 07, 2012
at 9:01 pm

Some channels are off since 6:44 PM. It’s the Olympic Channel, too. I am very mad about. The games come only every 4 years, and I cannot see it.