Time Warner Cable…what a racket!

Time Warner Cable is such a racket. Their customer service experience has not been good with me. I wish there was a better local alternative. I’ve spent countless wasted hours on the phone with them for service issues from DVR movies that stopped playing in the middle of a movie to all kinds of road runner issues. And I’m sure I’m not the only one with these frustrations. Not JUST the service issues but the way the service issues are handled…I.E. customer service. In TWC’s case, they haven’t learned what customer service is. If they weren’t the main game in town, I’d leave ‘em in a heartbeat if things didn’t change. And the funny and sad thing is, that’s what some of their customer service technicians think too if you ask ‘em.

When internet dial up was still big years ago, I purchased service from a smaller local company called Erols where I was living at the time. They were really the best I experienced in terms of service and customer service. I hardly ever had issues with them. And occasionally when I did, they knew how to handle requests and they never grew too big for what they could handle. I remember when I experienced Dell went through a period of customer service issues around 2003ish. I was put on hold for long periods of time and I had to place many calls to get anything done. But Dell Customer Support worked it out and have been high on my list since. Well…it seems Time Warner Cable has done the opposite. They haven’t improved customer service one bit. And despite that, they’ve probably picked up more customers who have just moved to the Raleigh area who need cable and internet. These newcomers are pretty much told like we were, that Time Warner Cable is your only real option for cable. I’m pretty sure there’s a growing demand for satellite.

But this makes me mad and really ‘takes the cake’… I just had a TWC technician show up at my home without an appointment.

A-mazing! I just happened to be home at lunch. No one even bothered to call and see if we’d be available. Then one of his co-workers just knocked on the door (I didn’t hear the knocking but I’m giving him the benefit of the doubt)… and then barged right into my home as I was expecting the first technician to leave shortly. I mean…where do service people get off just walking into people’s homes?…AND without an appointment!

Whenever you call TWC up on the phone, no one can explain how or why such stupid things happen like technicians showing up without an appointment. It’s like starting to tell the same draining story over and over again. And it just puts you in a stressed and bad mood. Oh and who do I go to in the company and ask ‘is your company gonna pay me for all the time and energy I just wasted?’

I don’t even have my best friends phone numbers memorized but I have TWC’s phone number memorized ‘cause I’ve had to call them so much. Should I make them my new best friend? LOL.

I’ve called numerous times where the phone line is just busy. When you finally get through, the attitude is…’well, all I can do is TRY to help you with your current issue’. The whole …we’re just too big of a company to know any details that will bog us down. ‘But if I can’t help troubleshoot, then we’ll send a technician out at OUR convenience with a 4 hour window’. And that’s it. It’s like just erase everything you’ve just wasted your time on for the past few hours, and start all over again. And repeat yourself constantly ’cause if you tell one person, they won’t pass it on to the next person. And they never send out the same people, so if you don’t wanna repeat yourself, then be sure to record your conversation so you can re-play it to the next person. Man…that’s efficient…NOT!

So here’s a letter that might get their attention:

Dear Time Warner Cable:

As customers…and, I’ll spell this out ’cause apparently you don’t know… we expect a certain level of customer service. We’ll eventually get sick and tired after repeated incidents of hassle and frustration. And once better alternatives come around…we’ll leave. I’ll repeat myself ’cause you’ve taught me how to do that well. Again, we the customers will leave if your “trained” customer service people keep it up with this I DUNNO attitude. And, I don’t blame your customer service folk one bit…I think they really Don’t Know. Oh and you know what, I DU-NNO why you’re losing customers, do you?

Sincerely,

Frustrated Customer

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