KANSAS CITY, MISSOURI -- Time Warner strikes again... yesterday, May 19th, Time Warner came to install my new phone/cable/internet services. Really this was just an upgrade since I already have the cable service and had the internet previously. The appt. was for 8-11am and the techs (used loosely) arrived at 9am. They entered my home and were happy to find the wiring already in place so this would be an easy job for them. Upon "completion" the tech came to me for signature. I asked if the internet was set up including email and passwords, he said "no" and then proceeded to do so.
Seeing that we may have an issue beginning here I checked the phones, all clear, then the cable which had been upgraded to the new digital DVR. There was no sound! I assumed the second tech must have checked this since he was working on the cable and was now sitting comfortably in the car waiting on his partner. The tech was not sure what to do, and had to call the lead tech for assistance, no luck!!
I live very near a Time Warner store and suggested that may be he could swap out the box there. He advised Time Warner did not allow that anymore and that he was a 3rd party contractor. He told me they have some internal fraud which has now caused a change in this policy. He took my cell number and said he would get another box and call me to make sure I was home before he came back to install. Guess what? He didn't call or come by and it was 3pm!
I decided to call customer no-service and find out what was going on. They knew nothing about this and showed the job complete. They also told me it was too late for them to contact the installer as it was 3:30pm. I told them I knew that they worked until 7pm so they needed to find someone to come and install this box. They said this was not possible and I advised the agent to find someone who could help. (My experience with TWKC tells me that if you scream and demand to speak with a supervisor, you usually make some progress).
They found the installer and determined he was gone for the day. They said they would escalate this to his supervisor and she would call me back. Having called TWKC many times, they seem to have an issue with returning calls, so I was not willing to accept this and told her I wanted to hold and have her conference us. She refused and I got her name and number and said the supervisor had one hour to call me or I would call her back. Surprisingly, the supervisor did call back, however, during that time I had used my limited knowledge of cable boxes and it had started to work correctly. I thought I was done with TWKC, but oh was I wrong!
The next day I had watched the TV multiple times and used the DVR with no issue. I went upstairs to make dinner and came back to a flickering TV set and a dead cable box. Prior to calling I always try to reboot the box and remove the power cable. This did not work. Back to the phones... TWKC no-service.
I finally reached an agent after 5 min (short for TWKC standards) and was advised there was no outage in my area, which I knew since my 2 other TV's were working fine. I described the previous day's situation and that my box was dead. I was told someone could come out a week from Wednesday, 8 days away!! I told the agent there must be something that can be done to get someone out here more quickly. He advised that no one in his Costa Rica office was able to do that. I asked to be transferred to someone in the US, preferably KC. He did so.
When I reached the KC office, I was told it was not possible to have someone out any earlier. I asked to speak to the person I had spoken with before and I had her extension but she was out of the office. She told me she would send an email to the department and I would get a call back. TWKC email and phone work the same... not very well, so I insisted that she call and not send an email while I waited on the line.
She said she was unable to call them and I asked her to have her supervisor call for her. The supervisor then came on the line and I had to explain everything again. He told me that dept. was gone for the day so I would get a call back tomorrow. I told him this was not acceptable and that with a brand new box and given all the issues, I expected some compensation for my time. I told him I was also only willing to go to the store if he credited 1 months service, which he refused. He told me he could credit 2 days but no more. I also told him I wanted a credit for the activation fee from the previous day which he agreed to.
Having spent so much time in 2 days with these people, I told him again I would only accept 1 months service credited. He said "no other utility company would do that" therefore he would not either. I told him "you are not a utility" he said "yes we are, we are the cable company" I informed him they are a bad cable company at that and thank god for AT&T now coming on the market so we have another option from TWKC. He continued to refuse to credit my account. I finally hung up and will go to the TW store tomorrow.
I am really concerned now for a few reasons: How long will such poor service be allowed? Time Warner has been bad since they entered the KC market and I don't know many people who are happy with them. What happens when I have phone problems in the future? Will I also have to wait one week or more for someone to come out? The only thing I can say to anyone reading this is SWITCH TO AT&T and forget Time Warner!!!!
MISSION HILLS, CALIFORNIA -- I don't even know where to begin with how horrible Time Warner is. I've been dealing with them since May 18th, 2007. Against my better judgment I brought my digital box to their Van Nuys office and exchanged it for an HD box. What a nightmare that turned out to be. I had to exchange a box before and the one I got in return the menu was in Spanish so I had to return it for another one. I didn't want that to happen again so before I left I asked if the person could check to make sure the menu was in English.
She wanted to know why I didn't I fix it myself if it was in Spanish. I told her that if I spoke Spanish I would but I don't so I can't. She then told me she wasn't going to check. If it was in Spanish to call their Non-Customer Service. I got home and thank God the menu was in English, BUT the cable box didn't work. I called their Customer Service and the girl who answered proceeded to yell at me, telling me that I should have never been given the HD box, that a technician would need to come out. I told her that I had a digital box before that worked fine so no one needed to come out. All she needed to do was activate the box/send a signal to it. She refused.
I asked to speak to a Supervisor. She said one would call me back within 2 days. It's been almost 3 months and I'm still waiting for a call back. A little later I called their Customer Service again and got another rude person. He said he tried to send a signal but it didn't do any good. He advised me to unplug the HD box from the AC. I told him I already did that several time and nothing happened. He then started arguing with me and told me to do it again. I told him that I worked in the Fiber side of Verizon and knew exactly what was wrong. The box needed to be activated. He wouldn't listen to me.
I finally got fed up and hung up on him. 5 days later a technician came out. It took him less than 5 minutes to fix the problem. He called their dispatch department to get the box activated. I was furious but I let it go. I let it go until the middle of July. I started getting pop up reminders that a program that I wanted to watch was on in 5 min. I never set any reminders. I called their Non-Customer Service again and the first thing out of the persons mouth was a technician needed to come out. I told him that he was wrong and it was a software problem. We were going back and forth for several minutes until I asked for a Supervisor. He told me one would call me back.
I told him I have been waiting for a Supervisor to call back since May and wasn't waiting anymore. After waiting for around 10 minutes a RUDE so called Supervisor came on the line. He refused to do anything. I asked for his supervisors name. He refused to give it to me. I asked for the Local Managers name. Again he refused. I asked for the Area Managers name. He refused again. I asked for the President of Time Warners name. You guessed it. He refused again. I asked for their corporate address. He said to look it up online. I asked for their Customer Relations number. He gave me the same number as Customer Service.
I looked on Time Warners Web page for their address and Customer Relations number. I couldn't find anything. I finally had to call directory assistance to get their number in New York City. I got through to someone who said that they'd refer my complaint to their Presidential Office. About 9 days later I finally got a call back from the Presidents Office. The person who I'm still dealing with to this day is really nice and helpful, but he's starting to get me mad. We tried a lot of troubleshooting to get the pop ups to stop but nothing worked.
We finally agreed that a new box should tried. At that point I made a BIG mistake. I decided that I wanted to get their DVR. The person in the Presidents office gave me the day and time frame I wanted. He also said that he would send a senior technician out. About an hour before they had to show up I started getting worried I would be blown off so I called their Non-Customer Service again. I explained my worries to the person who answered and asked if he could verify with their dispatch to make sure I wouldn't get blown off. He refused.
I didn't ask for a Supervisor because I knew they wouldn't do anything. The technician finally showed. Late. I started to tell him what was wrong. It was a short and one sided conversation. This so called senior technician hardly spoke English. He tried for around an hour to get the HD DVR to work.
I tried telling him that my TV had to be on input 6. He kept saying it had to be on channel 3. Nothing worked on either setting. A little while later another technician came out. Thank God he spoke English. The second technician figured out what the problem was. The first guy had the cable box on a channel I don't get. I was so happy my TV was working again that I forgot that the TV had to be on input 6. I didn't notice anything was wrong until I went to a HD channel and I was still getting 480 resolution. It was a Saturday so the only thing I could do was leave a VMS message for the person I was dealing within the Presidents Office.
I also called him the following Monday. I told him I wanted someone that spoke English out that day at 3:30 PM. The technician did show at 3:30 PM and he spoke English. I told him that I wasn't getting 1080 HD resolution and my TV had to be on input 6. He looked what I had hooked up and said that I could not have my personal DVR connected to their DVR. I told him that the person in the Presidents Office said I could.
He said that person was wrong. He started unplugging things and said my TV had to be on input 5. I thought that was odd since 6 is the HDMI input on the back of my TV. I figured he was right though since he got my HD channels working properly. After he left I thought about it and realized he was wrong. Everything worked the way it should except for the 1080 resolution until he started unplugging things.
I called the person in the Presidents Office again. He said I was right, and their technician was wrong. He told me how to hook everything back up. Well today I started to do just that. That's when I discovered the technician disconnected my HDMI cable and used component cables. I got the HDMI reconnected and tried to get my personal DVR connected the right way, but everything I tried didn't work. I left another VMS message for the person in the Presidents office saying I wanted someone out Monday at 3:30 PM. We'll see what happens next.
NEW YORK, NEW YORK -- In November, we relocated to the Santa Clarita Valley of California. We quickly established service with TWC for Home phone, Internet, and cable television. We have had issues with our telephone service from the beginning. Most of our incoming calls were not coming through. Individuals and businesses were getting a message that our telephone service had been disconnected or is out of service.
Needless to say, this was alarming since my oldest son attends elementary school where they had tried to call us on a number of occasions and got this message. This has been the case with Doctors, Family Members, and perspective employers and casting agencies.
When I learned of the situation, I immediately contacted TWC and alerted them to the problem. At first, I was told that it was probably because I had not paid my bill. However, I quickly corrected the individual by informing him that the bill has been paid on time. In fact, as a general rule, we pay our bills when we receive them. This was the case with TWC.
We have had more technicians coming out here to our residence to investigate the problem. They have done a few things to try to appease us, such as change out the Telephone modem. Each and every time, they suggested that there was no such problem and that they felt I was trying to get out of paying the bill. Again, stupid since each time, the bill is always paid. Just as I did the other day. Only once did a TWC customer service representative acknowledge that it happened to him twice and he ended up calling me to my cellphone.
The other issue is that they repeatedly point the finger at AT&T, suggesting that they are fowling the telephone line somehow. However, this recorded message was occurring with all carriers, both landline and cell. Interestingly, they have managed to clean up most of it. However, the one that seems to be a problem is AT&T landlines calling into my TWC Line. I had been accused making it up. Yet, there are just too many witnesses.
Recently, I got fed up with TWC's failure to fix the problem and called the offices of the President, Glenn Britt. His Executive Customer Service Intervention team was put on the line where I was told there was nothing they could do, accused me of lying and threatened me with service disconnection and call the police. Naturally this infuriated me more and demanded to speak with a supervisor. We got into a heated exchange and they hung up on me while calling me an "Ass".
I pay them for a services that are not being delivered. Since this occurred, we have experienced problems with the sound coming from both our television set boxes and our internet connection. We loose sound and have to reset the cable boxes at both TV's. I have had to reset the Internet Modem as well, due to issues there. We experienced something new last night with the telephone. You could not hear the person on the other end of the call when the called more than a minute. You started to hear an echo, became scratchy, and much of the call was inaudible. This occurred several times.
CARLSBAD, CALIFORNIA -- My Mom died on 9.04.2008. Time Warner Cable owes us a huge refund, and just found out they want more money from my Mom. I called to find out why my cable was going in and out. I used my cell phone. I gave Time Warner my cell to resolve the credits due us. So during the call it goes to collections and wants me to pay some figure for some service???. I went down to my other hard line and called and got right through (12 min), the NBA games where causing the spotty service. OKAY. I asked what's up with my cell and some money due? Well she says it because of this and that. Typical Time Warner.
When my Mom bought this home in April 2008, with the bundle, phone, Internet, TV, package, we hoped see would enjoy the new home and the bundle package. My mom got worse. During late April 08, May, June, July, Aug, she passed on Sept 4, 2008... she kept on paying Time Warner. She never got to use the TV, phone, computer. We were in hospitals, out of town, in town, hospice out of town. A very tough time. She paid the bill every MONTH.
In Sept I had to write out the bill. But every time we would get back to Her home there would be several calls from Time Warner about some collection. My mom was too sick to handle it so I would call and they said, sorry it must be an old number and yes your mom's account is just great. I said please do not keep calling, as this upsets Her. Well it continued on and on. Did not matter if we had paid. Her phone number was linked.
So around the end of December 2008, I called TWC and asked to speak about this service that nobody was using. They said "we are so sorry about your mom. We can shut down the service and we will credit you for the following months". I told them OKAY... They said "just keep paying the bills, YOU WILL get a credit".
Now we are up to APRIL 2009. One year and now the bills are coming in a la carte. I must have made 200 calls to TWC. I used to get INDIA. Then I got Desert Falls, but the same old run around. If you needed to speak to ** she was not in, but ** would help you. I felt like this was some sort of shell game! I STOPPED Paying TWC in Month number 13 or 14 and still with the new a la carte issues I was still way behind. They have now put my mom account in collections and they still send me bills about someone that lived at that address years before my mom.
I have spoke to so many folks that said I will HANDLE IT. It has never happened. I called about just my own personal service on my cell phone and the Lady said "DID YOU MAIL IN A DEATH CERTIFICATE". I did. It was returned. I was told **, we know there is no usage, we know. You did not have to do that. The tragic saga goes on. It is now May... almost JUNE 2010. TWC still has not paid me back. So TWC in San DIEGO is horrible. Good luck to all that due the right thing and still lose with this firm. Making $$$$$$ off a victim of CANCER. Time Warner Customer service is horrible. I am calling New York. Take Care. **.
CARROLLTON, TEXAS -- If you are thinking to get service with Time Warner cable think it twice. I have been with Time Warner cable in the past and to this date they still suck. I have decided to accept an offer that was left in my front door. "Get time Warner cable today with installation fee waived. Well I have decided to call and had them come to my home. I was getting the basic cable TV and wireless service. 3. I have decided to get more channels and a higher range on the wireless so I called the time Warner customer service the day before the technician came over to my home. I was told to tell the guy to call time Warner from my home to upgrade and get what I wanted. Well it turned into "The nightmare before Cable". Lol! This guy was rude to start with. My partner was home when he got there and I called to tell him to call time Warner for me instead of getting basic TV and internet. 3; to get cable and internet #7. I was like OMG! Was this guy having a bad day or what? (Wait I am the one who will have bad days with time Warner) This guy (if I can call him technician)had no clue what he was doing. I hung up with him and was on my way home hoping to be there on time to talk to him in person but he was already gone. The cable TV was installed all right. The internet...He installed the basic 3 not the range 7 and I could not get a signal in my compute at all. Here I go calling Customer Service again. The phone representative said sorry for the inconvenience. We will reschedule to install the following week. Wait wait a minute! Next week? No no no. I need my internet now ( I said) The phone representative then said she will contact the guy that was in the area already to get it installed. Oh God here we go again. The guy came. Not so rude this time. He was not able to install the internet at all for some reason. I don't know why. I am not a technician. He is. Well, He had no clue either. Can somebody please help me here? I got so frustrated and told the guy to just install the standard cable and forget about the internet. Everything was OK. We were enjoying our TV until the bill came over. Wow! What the F...? Time Warner was charging me 3 installation fees. $29.99, $39.99 and another $39.99. Does this make sense to you? I was supposed to get free installation but I got 3 charges here. Here I go again. I called customer service but of course the call had to escalate to a supervisor. I was livid ( not rude. Let me make that clear). Time Warner decided to remove those charges and they told me that it will take about 3 days before my due date 8/27/09 to get just the normal charge. Should I believe them? I am so afraid of that new bill. Bottom line. I have Time Warner cable because I have no choice. They are the only ones in my area unfortunately. I hope that Verizon or anybody else get our area also for me to say "bye bye". technician
SANTA MONICA, CALIFORNIA -- I had previously had trouble with Time Warner before when I was a cable customer. I canceled my service, and because of their practice of billing for the coming month, they still owed me money for one month. They sent it to my old address, and I had to call numerous times to get my address successfully changed. 2.5 years later, I still have not received my refund. In fact, they no longer have a record of my account.
In Jan 08, I moved into a new apartment with my boyfriend, and our only option for DSL was Time Warner, unless we got a land line. I decided to give them another chance. Their internet connection was so bad that I couldn't pick up the signal even though I was right next to the modem. My computer picked up our neighbor's unsecured network, but not our own network that we were paying $45 a month for.
We cut off our service that month, and they assured us that we would be getting a refund because of the forward-billing that they do. Instead of getting a check, every month I kept getting a new bill with a growing balance. Each month, I would have to call them and speak to an idiotic customer service representative who did not know what was going on. They would try to convince me that I did not in fact cut off my service, and that I still owe them money. I would have to point out to them that it was not possible for me to be a customer when I returned my modem months ago. At this point, I would hear an "Oh, let me talk to my supervisor." The customer service agent would come back on after putting me on hold, tell me it was their mistake, and they would cut off my service immediately, and I should no longer get a bill. Each time I would fall for it because I believed that it should not take a company numerous tries to shut off service to one customer. But then each month, I would come home to a growing bill.
The second to last person I talked to actually looked through my account and said once again that I never cut off my service. All the calls that I had made before were logged down as "bill inquiry" and "general programming". When I once again pointed out that I returned my modem in January, he "talked to his supervisor" and offered me a $40 credit to my bill, which was a ridiculous offer because Time Warner is the one who owes ME money, not the other way around. I said that I could not accept that offer, after which he talked to his supervisor again, and agreed to wipe my balance clean. At this point, I was willing to accept a loss because I do not ever want to deal with this company again. This is of course conditional on the fact that they would finally shut off my service. I wanted to talk to his supervisor, and was put on hold, at which point I was hung up on.
I had to call back again, and go through the whole process again, and finally got someone who said that all the previous customer service reps had tried to cut off my service online, when they actually needed to send someone to my apartment to cut off the cable manually. He promised that it will not happen again, but we will see next month if I get another bill or not.
ENCINO, CALIFORNIA -- We have had the worst experience with Time Warner customer service.
We needed to change our plan from just internet and basic cable to include also a phone service. At the same time we found their package called All the Best which we have decided to opt for. To get this installed they scheduled a guy to come in over a week from then between 1 and 4 pm, which I guess is typical? As annoying as it is to have to wait a week. We figured fine let it go they are busy.
The date finally comes and 3 pm hits so my wife calls them to see if the guy is still coming, which they assured us he would be before 4 pm. At 4 pm we call them again and they assured us that the guy would be there shortly. Around 5:30 we call them again and they say sorry the guy can't make it we have to reschedule, give us some reimbursements etc. While we are doing all this annoyed on the phone the guy shows up finally. (Makes you wonder how much the support people on the phone know, apparently nothing they just BS you all day long to shut you up.)
Then the guy starts installing all the new services when he gets a call from his boss, apparently they have a problem with another customer so he needs to go for 30 minutes to deal with that. He leaves his equipment behind as he assures us he will be back.
1.5 hours later we decide time to call support. They tell us that the guy is not coming back and we need to reschedule etc, which this time we refuse to listen to and after about 30 minutes going back and forth on the phone with the customer support trying to get them to understand that the guy left his equipment and our current service is not even working the guy finally comes back. (Again support has no clue what is going on with the field people.)
The guy gets everything hooked up, and we check everything, seems like phone and internet are finally working properly. However we do not have the cable package we had ordered. The technician informs us that his orders do not say anything about the new cable lineup thus there is nothing we can do and we have to call Time Warner to get it figured out.
We call customer service again, and they tell us they can schedule a technician to come two days from then between 1 and 4 pm. Which we are extremely annoyed about, but apparently there is nothing we can do about it (by now it is 9 pm) so we accept.
Two days goes by and it is 1:07 pm, my cell phone rings with "Private Number" which is what my apartment buildings down stairs front door shows up as so I answer. I hear some fumbling and then the phone hangs up. After few moments the phone rings again with "Private number" again, I answer and hear nothing again except fumbling, I figure it is the technician at the front door so I hit the key to open the front door. Just because I felt something weird might be going on I get my shoes and walk down stairs, there is nobody at the door, so I figured must have been someone else as any number that the caller ID can not fetch shows up as "Private Number". After all you would think that if the front door was giving problems the technician would call the home number on the account to see if they can get hold of someone, which is my cell phone.
An hour goes by and my wife gives me a call after she has landed from her flight and apparently the technician has left a voice mail on her cell phone stating that he was here and that he could not get hold of anyone in the apartment. After this I give a call to customer service yet again, assuming that they can just dispatch the guy back to my building the same day as it is only 2pm still well within the 4 hour time that the technician was supposed to show up. However I am given the same run around. Now I have a time for the technician to come install it tomorrow between 9 am and 7 pm (yes anytime during the day). My other alternative according to the guy is week from now because according to them "it is not their fault nobody was in the apartment when technician came by". Which baffles me as out of any number the tech should have been calling it would be the number on my cell phone not the one on my wife's and of course the front door is our fault if the technician doesn't know how to speak to the telephone headset on it as those haven't been around that long... even though he did figure out how to dial my apartment form it.
Now I already know that I will not be able to be here all day tomorrow, however I am hoping that they show up at a time when I am there. (Although I am sure that this will not be the case.)
Thanks Time Warner for the worst customer service experience of my life so far! I would not wish my worst enemy to have you as the cable provider. Now I have to go research who I can switch at least the phone and internet to, unfortunately I am not allowed to install satellite TV on my apartment building so I will be stuck with Time Warner for that.
ERIE, PENNSYLVANIA -- My Mom has had TWC for yrs. - we've requested a 'vaca stop' for several yrs., but due to ill health this time we've had to extend our vaca stoppage. Now they are charging an excessive amt. ($150) to reinstall (?) & tell me that they will not extend the stoppage to longer than 6 mon. even after a TWC agent said they would. They will not honor & I have had to pay the amt..even after being told by TWC agent that it was OK to extend. The TWC even sent the bill to a 'collection agency'!.... Is this the way to do business in PA - the state w/ so many retirement age people???...in & out of hospitals??? No competition here so I guess they have 'conquered the market' .... Do you want them in your state? I paid the bill, but you can be sure just as soon as we are able we will cancel the service contract, & they will lose another longtime paying customer in PA. Will they have remorse? I doubt it! All they want is 'da $$$'....who cares that the channels are full of smut and re-runs!
FAYETTEVILLE, NORTH CAROLINA -- Your service here is awful!!! A technician left me a note on the door telling me I missed my appointment AFTER I answered the phone and AFTER I waved at him. He did not bother to even tell me he was leaving. I thought he was fixing something outside. This is after 5 months of having a DVR that did not record, all while l was paying $270.00 per month for "Signature Home". The solution within this 5 month period: a broken box, a box that the supervisor told me to turn off every time that I wanted to delete something. Finally, I get the enhanced or hydra box. I am very happy. BUT now my cable bill is $600.00!! After two phone calls, my bill is fixed. I will pay the extra $30.00 to keep the enhanced or hydra box. BUT in order to keep the special rate, the repairman was suppose to come out and switch out a box so that I would have two recorders and a Signature Home which led to today's fun and games. $270 to $300 per month for this type of service!!!! This is the home of Fort Bragg, one of the largest military populations. We deserve so much better!!!
ARUNDEL, MAINE -- The absolute worst customer service I have ever dealt with hands down!!! I get the same answer when I call every month with an issue on my bill that appears out of nowhere somehow every month???? "I don't know that's the way the computer does it." Hey Time Warner get some human beings to work your billing if the stupid computer can't get it right.My bill is supposed to be $112.00 - $115.00 a month and I get a bill for double that every month??????? So if I were to pay what they bill me every month, let's say $230.00. If I were to pay that every month for 6 months I would have paid for 12 months of service right? Wrong......... If I were to move after paying that amount for 6 months you'd think I'd be getting a refund for 6 months of service I paid for and didn't use??? Wrong....... it's happened to me, I paid $300.00 a month for 7 months of service which is $2100.00 and ended up having to move. I called and argued with them every single month and got the same answer " I don't know that's just how the computer does it." My bill was supposed to be $150.00 a month so I should have been refunded at least $1000.00 and I never got even a whiff of a single dollar???? This company is such a rip off and the FCC and FTC and who knows what other government organizations let them get away with it????