Apr 27 2010

By: Steve Dick at 05:28 pm

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

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25 Responses to “How to Use Social Media to Complain to Us”

1. Jack

   May 07, 2010
   at 7:23 pm

   They sort of updated the Access Menu here in Milwaukee-Wisconsin for the Premium Channels by adding Starz On Demand. However, selecting it goes to the 5-Star Cinemax Channel!

   Access Menu for Sports Now remains very truncated. I talked about this in previous posts. This must be a Milwaukee-Wisconsin head-end issue. Last night as has been customary for about a year, it just shows “None” or maybe no more than 4-6 channels at a time. Some of the listings, in the Access Menu for Sports Now, often, of those 4-6 channels, just repeat. Users, please see my previous posts for a list of (to the best of my ability) the Sports Now stations that either “Always Show”, “Sometimes Show”, or “Never Show.”

   Looking forward to the release of Navigator MDN 2.5 in Milwaukee Wisconsin, which hopefully will deal with some of these issues! I have heard it’s pretty cool! It does a pretty good job of eliminating duplicate entries in search results. This is also an important update because it will allow for some very exciting interactive services coming out hopefully this summer like Remote DVR Management! You will be able to use Navigator to program your DVR through any Internet Connection, Web-Browser, or mobile phone, in conjunction with registration on your Local TWC site for a “My Services Account.” Sounds AWESOME!

   I am sure the techs will blog more about this as it gets closer to a national release! To be honest, if the Sports Now listings weren’t truncated in my Milwaukee Wisconsin division and if we had the ability to search for Keywords and Phrases using the Navigator Keyboard instead of just search by Title, in addition to some sort of Manual Recording option to over-ride the time grid so that only parts of a show could be recorded, I’d be really happy with Navigator with those added features.

2. Jack

   Jul 24, 2010
   at 2:12 pm

   In an era where the Navigator Guide is Good, It should be so much more.

   TWC needs to send out customer surveys and website responses about Navigator’s program guide to get users more involved with this new technology by asking them what new features and updates they would like to see, which they did in the past. But for some reason, this practice seems to have stopped.

   The spectrums show that people may use some features and some may use other features. But what I would like to submit is have the basic, expected, functions of a 2010 and above guide in place for users. Than users can have the selections of different guide searches available to them. That’s supposed to be what TWC’s motto, “The Power of You” is about. Navigator seems to be more about what TWC thinks is “good for us.”

   Passport provided a multitude of user and service options that made it look cutting edge in 200-2003. Navigator unfortunately, is just OK. However, it’s not cutting edge. TWC may think that by ADDING little applets unique to them that this makes it cutting edge, like Caller ID on TV or Start Over. But the problem is they either took away, or did not include basic guide technology. TWC took away basic expected things (Keyword Search, Sort By Favorites) associated with 2010 technology and seemed to ad new things like Caller ID on TV and Start Over that they could call their own.

   But you don’t take away basic expected technology to add new things, you add new things that expand and build off of the basic technology. TWC needs to re-establish its core foundation by getting back to the expected technology of what makes a good program guide, even better than its predecessors. It is my belief that they have not done this, yet with the Navigator on-screen guide.

   Jack

3. Brenda Jamieson

   Aug 02, 2010
   at 1:01 pm

   I think Passport was tons better than Navigator but I doubt TWC will go back. So may I suggest two things that need quick fixing in Navigator. First is response time. Five seconds to change a channel? Or see listings? These should be instantaneous. Second is the return of manual recording. Manual recording would at least provide a workaround for about a half dozen Navigator problems. Thanks for considering my suggestions.

4. Sean

   Aug 06, 2010
   at 2:28 am

   Being new to Time Warner, I am in shock.

   I was with Cablevision before moving and having the opportunity to have Fios. With both services I paid less and got alot more. Sports packages and premium movie channels were the only up charges in content I had. Here I have to pay extra for “Smithsonian Channel” which is part of the Discovery lineup. Additionally, Time Warner appears to block content from the OnDemand services of Premium Movie Stations if it conflicts with thier own pay per view movie offering. On that note, where is all the HD movie content from the premium movie channels. Time Warner says there is none available. Yet I had HD HBO, HD Cinemax, HD SHO, Stars, Encore with Fios, Oh and the web sites for these studios shows HD content available.

   Further HD is not a priviledge, it is the norm these days. Time Warner is one of the last cable companies up charging for what is now the standard in viewing definition. And what is with these menus? Are they purposfully contorted, slow and illogical to initiate new users?

   Driod phones have it right, open operating system so “apps” can be used to view and arrange content as a user sees fit….of course that means I would “turn off” certain channels in the guide and this is contrary to TWC’s policy of “wade through the garbage content to find what you want to view.”

5. dread pirate roberts

   Aug 24, 2010
   at 8:55 am

   NFL Network!! GET IT!!!!

6. dread pirate roberts

   Sep 13, 2010
   at 11:42 am

   Was at a friend’s house on Sunday for a quick visit. He has U-Verse and has Red Zone. THIS IS A MUST GET CHANNEL!! The BEST channel EVER!!! What is wrong with you guys???????

7. dread pirate roberts

   Sep 17, 2010
   at 8:37 am

   FREE Red Zone preview this weekend!! Do WE get it??? NO! Because TWC won’t deal with the NFL!!

8. lana

   Oct 10, 2010
   at 11:25 am

   my TV cable is out. I call up local customer service, and the best TW can do is to send a tech out in a WEEK? Seriously? That’s your idea of customer services? Luckily, I have options in my neighborhood.

9. Jack

   Oct 10, 2010
   at 9:28 pm

   Jack@Lana,

   A week to get service? during an outage? What division are you in? In my area, when cable goes completely out, they are almost always able to get someone to come out the same day. You were not treated well at all.

   Call back and ask to speak to a supervisor for “A problem that has not been resolved.” Or you can also ask for the customer retention department. When you reach the person at the higher level, say that “I was just told that it would be a week before someone comes out to fix my cable, and I think that is too long a time to wait. I am thinking of going to another provider because this type of delay is ridiculous. Is there anything you can do to restore service faster and keep me as a customer?”

   Customer Retentions’ job is to keep people as customers, if they have been given the run around by level 1 CSR’s. The higher-ups do a good job and I am sure could help you.

   Good Luck!

   Jack

10. dread pirate roberts

    Oct 11, 2010
    at 3:07 pm

    @Lana, maybe, they are busy providing service to other customers. It happens. Many service calls, not enough techs. What do you want them to do? Cancel another customers service call, and give it to you?

11. Juan Carlos Rodriguez

    Nov 15, 2010
    at 11:43 am

    I just signed up with TW Cable this past Saturday and I am very disatisfied with the customer service. My original request alone with cable TV I asked for internet service with Wi-Fi. I did not get what I aksed for and all I have been getting is emails of appologgies like this one:
    Thank you for contacting Time Warner Cable Email Support. At the end of this email, you will be given the option of taking a brief survey.

    I understand you would like us to address your name correctly in future.

    Please accept our sincere apologies for the less than satisfactory customer service you have experienced with Time Warner Cable. Be assured we always have the best of intentions of providing outstanding customer service to our customers, and we will do our best to address any issues you may have.

    I will be glad to address your concern.

    I would like to inform you that what happened in your case was rare and we will certainly not repeat the mistake again.
    nowhere on this reply does it say that my issue and request for Wi-Fi would be resolved.

    I was given a ticket#2879387. I am so upset and disapointed with the run around.

12. Dirk

    Dec 03, 2010
    at 2:35 pm

    I have had so many bad calls with the support folks ranging from not understanding what the issue is, knowing about a system issue and not addressing it to telling me that they can have a tech out in a week for a intermittent problem that has previously been identified as a network issue.

    I think I can count the number of times on one hand that I have actually been helped by the support folks and I have been in the same house ever since TWC took over from COMCAST.

13. dread pirate roberts

    Dec 06, 2010
    at 12:17 pm

    Did you try calling them? What did the installer say when you told him you did not get your wireless? Why did you sign the completed work order after install if you were not happy? Why did you pay the installer if you were not happy? I’m all for everyone getting what they want, but Juan, really??? Do you think there may be a proactive way to solve this? Call them????

14. Cindy Munz

    Aug 25, 2011
    at 8:01 pm

    So, I have spoken to TWC 5x already today. I am so mad at TWC! On Tuesday, the automated system called telling me i was past due and i needed to make a payment or our cable could get interupted. I did a payment with the automated system but not fast enough and it kicked me out. I spoke to Pamela who took the payment for $205 told me no problem i got it in on time and our service would be fine. I came home today (Thursday) and the cable and internet is shut off. I call TWC and they say there is no payment pending and if i want service i would need to make a payment. I ask for a supervisor. I get Trisha in collections. She refuses to listen basically calls me a liar said she would not authorize to restore service unless i make a payment for $297. (Another bill has generated in last 2 days). Now the $205 has come out of my checking the $297 is coming out at midnight tonight. TWC has taken over $500 in 2 days and the best answer i can get from TWC is fax us a bank statement so we can locate the payment but we will NOT return it!!!! You guys are the most horrible, worst company ever!! How can you take over $500 from someone, not locate part of that, and then if and when you do finally locate it you already told me that you will refuse to refund it. If i cancel the payment from today then you will turn off my cable and internet! The supervisor told me basically i am a liar and i am screwed!! Thanks alot TWC now i won’t have enough to make my mortgage payment.

15. Felix

    Nov 11, 2011
    at 2:04 pm

    You have to be kidding. TWC just disconnected my service because the previous occupant 2+ years ago evidently did not pay his bill.
    I have had service for at least a couple months, in good standing, and out of the blue got disconcected. I did not even get a notice. The way i found out was i was calling support to see why my internet connection wasn’t working. Support was of no help after that. I have emailed and phoned everyone listed multiple times. no one can answer me why and i keep going in circles. I have reported TWC to NC Attorney General for review. This company is totally pathetic. Not even man enough to pick up the phone and call me. Paying without servic seems to be a scam or fraud to me. You are not the only game in town.

16. Lisa Shavers

    Nov 29, 2011
    at 12:38 pm

    I have dealt with a lot of cable companies in my life and Time Warner is by far the worst company for Customer Service. I always end up talking to a supervisor and my problem still isnt resolved. The last problem is the min. to pay was 109. I made the payment and they disconnected for 29,saying it was late fees. I was one month behind which the late fees are 7/month there would be 22 left that NO ONE could explanin where the fees came from. It took 8 operators,4 times being disconnected and the head of the dept, being the one to help me. The customer service is taught just to do the bare minimum there is no above and beyond. That is why me,my neighbor and my mother are taking our business elsewhere.

17. Rosalind Hicks-Bowles

    May 30, 2012
    at 6:28 pm

    I always get conflicting information from the online chat people and the telephone customer service people. All I wanted was the 99 cent movie on demand coupon to be applied to my account. The card gives a website..which does not come up. So I went on the lonline chat, they tell me to call the customer service line. Got disconnected twice, then got a rude operator who tells me I have to mail in the coupon! When I ask for the mailing address, they tell me it’s on the card.. it wasn’t. After arguing with the C.S., they finally give me the mailing address.. I mean really. Every time I deal with T.W. it is never a good experience.

18. Mr. Barber

    Jun 24, 2012
    at 5:11 am

    A Time Warner Cable rep. told me specifically that I live in a “test area”, but do not get a decreased fee for service. Furthermore, because of living in such an area, I assume, my internet CONSTANTLY goes out. I call and politely try to resolve it and the customer service rep. is generally considerate reciprocally, but if the situation is not a sector-wide occurrence and is only affecting my neighborhood they are rude to me and sometimes even hang up on me. I refuse to put up with this sort of customer manipulation, if something isn’t done soon I’ll have no other option than to submit a report to the BBB or something.

    -the email I’m listing is not attached to my account, because I check it more.

19. NA

    Jul 09, 2012
    at 9:01 pm

    Your customer service is terrible, bordering or tortuous. I cannot believe the experience I have endured with your pathetic, uneducated, rude, immoral group of “customer service” representatives. You have a fiduciary duty to your shareholders to make a PROFIT. One key aspect to this is retaining customers. I just canceled my service due to the inhumane treatment I have received. I promise I will find a way to let the public know what I have experienced. I will contact every news station in this city, and every publication. I am not alone in my dismay; read the reviews on google and yahoo. You are an absolute failure at your job if you are in charge of the customer service at time Warner cable. Frankly, I would be embarrassed if I were you. Good luck trying to look in the mirror every day knowing your a failure at your job and at life. You deserve to encounter some personal insults; the tone and aggression i am demonstrating are reflective of the treatment I have received from your moronic cast of representatives. Instead of making fun of this and finding a way to make yourself feel better you should get a clue and realize this is how your customers actually feel. Stop being so lazy and do your job!! You need to listen to every phone call taken at your call centers and remedy the wrongs inflicted. If I was your boss I would fire you in an instant, you demonic, hateful person.

20. CMRT

    Aug 01, 2012
    at 1:48 pm

    I have been a customer for over 13 years on the business side, and despite a few mishaps I have been relatively happy until now. I am attempting to transfer to the residential side. I had no idea of the nightmare I would have to go through for this transition. I must say that for the most part, while as a business customer, your support has been GREAT! However the residential support has been horrendous! Now I am not sure I want to continue with your company given the poor customer service I have received from the residential customer service support.
    When you deal with 1st level support they don’t even know your business enough to provide 1st level support. they just want to transfer you or sometimes just disconnect from the call. When you ask to be escalated or transferred to their supervisor for a higher level of support, the supervisor “refuses” to speak to the customer. What Kind Of Customer Service is that???? Your support calls are recorded. Why don’t you listen to some of these calls and listen to the poor customer service you are providing your residential customers. At this point I am considering other service providers to turn to, if this type of service does not change. I would appreciate a call back or contact from your care team to address my concerns.

21. Samer Elginbehi

    Aug 07, 2012
    at 5:58 pm

    Hi, my internet is been down since last we’d every time I call twc customer service they give me the run around now Im ginna b without Internet for two weeks I do a lot business on the computer… I talk to the manger simon operator ID#code patch 00 she have me the same crap too is there any one can help I’m really disappointed with the service as every 2 to3 weeks they have to come and fix somthing else

22. NA

    Aug 08, 2012
    at 3:09 pm

    Our experience with Time Warner Cable has been absolutely horrible so far. The first time we called TWC, we were hung up on. The second time, we were finally able to get through to someone after a very long wait time. Once we were able to speak to a customer service rep, he was hard to understand and so slow. We ended up being on the phone with him for an hour just trying to set up new service. He scheduled the installation appointment for a week later and said the technician would be there sometime between 10am & 12pm. The technician did not show up until 3:00pm. The technician clearly had no idea what she was doing. She called someone for help many times and finally got the cable working but never could get the Internet to work. She said she would come back tomorrow to fix it. She left at 7:15pm. No one ever showed up the next day and no one ever called. At the end of the day after not hearing from TWC, we called their customer service and after a 30 minute wait, someone answered and we requested to speak to a supervisor. After a another 30 minute hold, we explained the situation to the supervisor and he said he would schedule another technician to come out the next day between 10am and 12pm. Again, no one ever showed up. I don’t think we have a choice but to file a complaint with the BBB and notify TWC’s corporate office. We have had nothing but extremely poor customer service since the moment we starting dealing with Time Warner Cable. Unfortunately, I just don’t think they care about resolving customer issues or even providing quality customer service. Please beware.

23. Belinda

    Aug 09, 2012
    at 6:09 pm

    Keisha, a customer service representative in the retention department just hung up the phone on me. My bill is $44 more than usual, Keisha seemed very preoccupied, I held for 27 minutes before a representative picked up the phone, Keisha placed me on hold without permission picked e phone up seven minutes later and disconnected the call.

24. Sarah

    Aug 15, 2012
    at 6:20 pm

    I have been a customer for over 8 years without ever having difficulty with TWC, until recently. For the past several months my cable has not worked. I have had to make several appointments with the techs and they could never identify the problem. The last straw was getting my cable box replaced, only to have it not work 10 minutes after the tech left. I immediately called customer services. Their solution was to make another appointment a week later and wait between 9am to 7pm. My biggest complaint is not getting service within a timely manner. After being on the phone for HOURS, I ended the phone conversations by canceling my cable service. I am truly disappointed. I kept my phone and internet service, but will be canceling those too once I find a replacement. I was enrolled in the triple play, paying $150 a month, never late. I was not treated as a valued customer, therefore I will no longer be a customer of TWC.

25. Rich

    Aug 22, 2012
    at 11:50 am

    I signed up for a 2-year price lock with Internet and Cable in 2010. I April 2012, I received a letter stating that my contract would renew if I did not call within 2 weeks. I called TW on April 6, 2012 to inform them that I was buying another house and moving, and that I do not want to renew my contract. I was lilkely going to keep TW internet service at my new address, but not Cable TV. I called again a few weeks later to inform TW that I had an exact cancellation date and I inquired about the prices and packages for internet service at my new address. The price they gave me was considerably more than I was expecting and I told him I was going to cancel the service. As a TW customer of many years, I asked if I could get a better price, similiar to what I was seeing on the Internet for new customers. I understand introductory pricing and I was certainly ok with paying a little more that. As he was giving me the introductory pricing, I explained that I was staring at a computer and the introductory pricing he was telling me was nearly double what I was seeing. He lowered the price $5/month, but continued to tell me that the pricing I was staring at on their web site was not accurate and that I was misreading it. After I asked several other easy questions, I came to realize that he was either 1) very poorly trained, or 2) simply lying. I don’t like to accuse someone of lying, but it was a very poor experience. Given the conversation that he and I had, I decided to just cancel my service, and I confirmed that I was not subject to any fees for canceling since I had already called in not renewing my contract. He confirmed that I owed nothing. I returned the equipment and shortly therafter, I received a “final bill” in the amount of $52.59, which I promptly paid. I then received another “final bill” for $7. I called to find out what that was for and after they explained it, I paid it on June 19th. Altough TW has my phone number and new address, I have received no communication since June 2012. Today, I received a call from a collection agency saying that I owe TW warner approximatley $115 and they threatened me with damage to my credit report. That surprised me since I have never paid a bill late in my life and specifically, I paid my final TW bill. Since I have seen no bill since my second “final bill”, I have no reason to believe there should be one. I immediately called and spoke to Heather in customer service and she confirmed the invoice amount, and said that it was for cancelation of my price lock. She then confirmed that I had called in April to cancel my service before a new contract kicked in, but she said, “I see that you called in to cancel your service but I don’t see anything specifically noted that you wanted to cancel your price lock”. I asked mutliple times for her to explain how I could be canceling my service and not be canceling my contract. She was very friendly and tried to be helpful, but she could only repeat that I did cancel my service, but not my price lock. I’d like to think of myself as having at least the intelligence of the average person, and I have no clue how I could have communicated more clearly on April 6, 2012 that I was calling specifcally to cancel my service, based on the fact that I had received a renewal notice and that I did not want to renew. Heather told me someone would contact me about this in about a week or so. Ordinarily, I would gladly wait, except that the collection agency just called and threatened me again. I guess I need to deal with ignoring their phone calls until someone from TW calls me back to explain the difference between canceling service and canceling a price lock. On a side note, the gentleman I spoke with to transfer the internet service was so bad that I decided to buy a wi-fi card for internet service at my new house, rather than sign up for TW. Unfortunately, there are no other local options besides TW for home internet. The wi-fi card is slower, less reliable and more expensive, but I just can’t bring myself to buy TW again, even after being a customer for the better part of 20 years. I have a busy day today, but I found the time to write this post, and I also found the time to share my story with several of my employees. The next time the collection agency calls, I’ll find the time to post my story on every available web site, including the office of the Attorney General and the Better Business Bureau. I could pay the $115 and it wouldn’t have much effect on my life, but it’s beyond frustrating to have this happen when I followed the proper steps along the way.