Comments on: Time Warner Cable’s New Online Care Team

By: Matt Miller

Matt Miller — Wed, 07 Dec 2011 23:18:39 +0000

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.

By: Jeff Simmermon

Jeff Simmermon — Thu, 13 Oct 2011 02:43:37 +0000

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

By: Sammie

Sammie — Wed, 12 Oct 2011 23:43:55 +0000

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.

By: TWCablePhil

TWCablePhil — Wed, 12 Oct 2011 19:49:49 +0000

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.

By: Michael

Michael — Tue, 04 Oct 2011 17:07:34 +0000

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.

By: Bob

Bob — Mon, 22 Aug 2011 16:39:34 +0000

Dear TWC,

Thanks for the private e mail and the call from the local office. A supervisor left his name and number. I called back, and he was fired that day! It’s all good. No need to call back again. Thanks for the 20 bucks!

By: Steve

Steve — Sun, 07 Aug 2011 19:02:19 +0000

I have had the worst customer service experience imaginable with TWC. In late June, I ordered my cable TV and internet service online through your website, entering my bank account info and selecting a tech appointment time. Several days later, when I had no response, I called to confirm. No one at your phone support center, despite three different calls, could find any record of my order. They suggested I set up new service by phone through them. I did, despite my hesitation to give out bank information again, asking for HBO, 2 whole house DVRs and the fastest internet speed available. When my tech finally came out, on July 5, he instead brought regular DVRs, not whole house, and I would only later find out, no HBO and the SLOWEST modem TWC offered. I called to complain. I was asked to wait for a second tech appointment. This visit corrected the DVR issue and set me up — allegedly — with Turbo Plus internet. Only after using it for a week and noticing it remained slow, I called tech support yet again, only to find out that my settings were still at the equivalent of dial-up speed. I was told I needed to schedule a THIRD tech appointment. This after spending 90 minutes on the phone with tech support. So countless phone calls, hours of waiting for a tech and rude service by one person I spoke to and I STILL did not have what I asked for and paid for. I also learned I was being overcharged. The third tech visit finally happened and now I’ve noticed that the DVR in our bedroom freezes up every time I pause a program that’s being recorded, forcing me to turn the entire box on and off. But I don’t have the energy to wait for a FOURTH tech visit, even though I’ve only had the service for one month. Furthermore, I also find that many of the channels I like to watch in HD — Lifetime and all versions of HBO (Zone, HBO2, etc.) are not available on TWC in HD, even tho your competitors offer all of them in HD. To make it worse, you will not allow me to access HBOGO, even tho your competitors will. What’s more, a good deal of the time when I want to watch a particular channel (IFC or one of the HBOs, I get a message that it is “temporarily unavailable”). I’ve e-mailed and called to complain and the only response I get is that you’ll give me a small credit and that you’re so sorry but maybe it’s my TV, or my computer. Excuses and apologies that do nothing to compensate me for my time and frustration. I pay for your services as an escape from the hassles of everyday life and, instead, you create more headaches. And you charge dearly for your horrible, ineptly-run service. I am outraged by the way I’ve been treated. I could not feel more like a small person lost in a huge corporate culture that could care less about me. Why don’t I switch providers? Because my building is only wired for TWC. As soon as another provider makes themselves available to my area, I will not hesitate to leave TWC. This is without question the WORST service I have ever received and I will not hesitate to tell friends, colleagues and your competitors about how dissatisfied and aggravated I have been. Maybe you can change my mind — I’d like this to be read by Chief Communications Officer Ellen East, but you choose not to list her e-mail address anywhere online.

By: Michael

Michael — Thu, 06 Jan 2011 22:57:47 +0000

Dec 18 Mr Fowler,
I had the same issue with the 2.5.0-49 on screen. I found in another forum advice to unplug the cable box. When it re starts it will be gone. This worked for me.

By: Jeff Simmermon

Jeff Simmermon — Sat, 01 Jan 2011 16:41:28 +0000

Donald,

Have you actually tried using our online care team? I think you’ll find the experience to be really different.

By: donald perrell

donald perrell — Mon, 27 Dec 2010 17:17:50 +0000

I don’t know where to start the time you wait on the phone 30min. or one person tell you one thing and another tell you something else one tell you they can’t help you when your watching a movie and it stops in the middle and you wait on the phone for 30 min. then they tell you they will have to send a tec in2 days to fix it and all they can say is you won’t be charged for that movie. forget about the trouble you have just went thru. or they cut your internet off when they cut your cable off when you have had enought then they say it will be 2 days before they reconnect. I could go on but my fingers are tired. no one listens to our complaints so you force us to join DIRECT TV if I were to score twc on a scale of 1 to 10 I would give you a -5 I know this will fall on deaf ears too