Probably the worst customer service I have ever experienced
About a year ago, my wife and I got rid of our land line and we now rely on cell phones. The only thing we used our land line for was internet, and at that time we switched to Road Runner, so it was no longer needed.
Everything was great for about a year, then one Sunday without warning, we had no internet. We have a wireless network, and neither our desktop nor laptop worked.
On Monday, my wife calls Time Warner and spends 52 minutes on hold (being transferred from one place to another) and her cell phone dies. My wife tells me that she went through a level 1 and level 2 tech and they couldn't help. She was waiting for a level 3 tech when her phone died.
On Tuesday I call back. After waiting for :17 minutes on the phone, I talk to a human being. I tell them that I need to talk to a level 3 tech, and they insist that we go over the problem again. So again, I am transferred to a level 1, and subsequently a level 2 tech, and neither can help. I am waiting on hold for a level 3 tech going on 1:13 minutes when my phone beeps warning me it is going to die. So I get my charger and plug it in. At 1:37 minutes (and about the 500th cycle of the recorded message, I decide that they have forgotten about me, and every minute I sit here, is a charge on my cell phone.
I immediately call back and the first human answers the phone after :12 minutes. I tell her that I was waiting for a level 3 tech, and was on hold for over a half hour. She says "yeah, their really busy." I explain to her that I am on my cell phone, and I ask if I can get a voice mail, so they can get back to me at their convenience. "No, we don't have that capability." she says "you can hold for a level 3 tech; the wait will probably be between 30 and 40 minutes. Or if you want to call back after 10pm, they shouldn't be so busy." (call time :23 minutes)
I decide that I will send them an email, so they can read it and get back to me at their convenience. I go to a neighbors house to use their computer, and it turns out that Time Warner has no email address. None that I could find anyway. They have plenty of phone numbers but they aren't real helpful.
I call back at 10pm Wednesday (the following day) the first Human picks up after holding for :18 minutes. (I'm starting to get pretty angry) The person tells me that they are transferring me to a level 1 tech. After a somewhat heated exchange, I finally explain to them that I have talked to a level 1 and a level 2 TWICE already, and neither could help me. So he puts me on hold for a level 3. Somewhere within the first cycle of their recorded message, there is a recording that says "due to an abnormally large call volume, wait times can be between 30 and 40 minutes. Remain on the line or call back at a later time." I figured, it's 10:30 at night, I am sure their call volume can't be THAT large. And I assumed the message was left on from earlier in the day. I was wrong. I waited for :47 minutes and hung up.
The following day (Thursday) I call back. I talk to the first human at :16 minutes into the call. To her credit she was very nice, and attempted to be very helpful. I explained the situation, and she said that she would see if she could get a level 3 tech on the phone and not just transfer me. I wait on hold for :12 minutes. She gets back on the phone and says that they are experiencing a very heavy call load, and that the wait would be 30-40 minutes. Again, I asked if I could get a voice mail, and again, she confirmed that they don't have that capability. She said that she could go ahead and schedule and appointment for someone to come out, and I agreed. (this particular woman was very pleasant and helpful) But she told me that the earliest available appointment would be Thursday (one week away). With little choice, I agree, and they tell me they will be there between 1:30 and 3:00.
The following Wednesday, I get a voicemail from Time Warner. The message says "Hello, this is XXXX from Time Warner; I am just attempting to make first contact." I have no idea what this means, and he leaves me no number to contact him.
So I call Time Warner. :13 minutes into the call, a representative picks up and I tell them about the call. He says "Yeah, they just call to confirm the appointment for the following day." I say "Okay, so how do I get in touch with him to confirm?" "he didn't leave you a number?" "no.".....(long pause)....."well it says in the computer that you still have an appointment for tomorrow." "are you sure?" I say "yeah, it says right here...." (total time of call :27 minutes)
The following day (Thursday), I take a half day off of work to be at home when the Time Warner guy gets there. I get home a 12:00 and I wait until 4:00. No one shows.
At 4:00 I call Time Warner (at this point, I am furious). After spending :19 minutes on hold, I talk to a human being. I tell the person that I was supposed to have a tech person come to my house between 1:30 and 3:00. They say that a person tried to call and got no answer. I check my phone and there are no calls, so I tell the guy, "he called yesterday, and I called back. He didn't call today". He says "It says here that he called and no one answered." Frustrated, I say "Okay, so now what can we do?" He says "well, I can schedule another appointment for you...." "Okay, when's the earliest appointment?" "Next Wednesday." "Don't bother" (click)
Today it has been almost 3 full weeks since the internet went out, and I called an independent tech guy to come fix it for me.
So in retrospect:
I spent 325 minutes on the phone (I don't know how much that will end up costing me)
I took a half day off of work (about $85.00)
had to hire someone else to fix it anyway ($55.00)
And I went without internet access for almost 3 full weeks (which I will still pay for)
I am not happy with Time Warner. When it works, it's great, but if you need customer service, say a little prayer. I switched from cable television to satellite for a similar customer service issue.
If there were a way to contact them, I wouldn't have posted this. But it appears that they don't care about their customers, since they allow no way (outside of waiting on hold for an hour) to contact anyone there. And with no contact point like this, there is no way for upper management to monitor the job their subordinates are doing.
It's pretty clear, they simply don't care. This company probably has the worst customer service I have ever experienced.