ERIE, PENNSYLVANIA -- I am located in Erie Pa. I received 2 valued customer movie tickets from Time Warner. When I was having trouble redeeming the coupons I ended up speaking with a guy who got me interested in adding to my package. The end result of this ended up being the guy took money from my account WITHOUT my permission. When I contacted TWC I let them know what had happened and they kept giving me the run around. I ended up contacting the corporate office to make a complaint with the president of TWC. I ended up speaking with his secretary and they told me that they were unable to pull all the calls so they could not confirm what exactly happened! They then said that they would refund me any fees that I incurred with my bank and they credited my TWC account with the fees. Um, NO you put it back in my account! Ohhhh that will take 4-6weeks to do! They then told me the guy who did this will definitely get a coaching session for what he has done!!!! Um, what! ? Only a coaching session! Well the guy took something he had NO right to take! That's it! ? Really! Very very disappointed in my experience with TWC! I do not recommend using them I am a very dissatisfied customer! I have no clue what else to do except to look for another provider and spread the word to make sure you do not have your credit card information on file with TWC! They have no problem taking money out of your account!
NORTH RIDGEVILLE, OHIO -- After spending 45 minutes just trying to get through to the technical support number I spoke with a person who barely spoke English. I explained they were having problems with their phones, she says "its the queue". Giving that argument up, I explained I have not been getting channels I am paying for, and for a while. She says, as they all do, I will reset the box. I had already reset the box many times, but she insists.
She sends a signal and nothing happens! She asks if my cable box is CONNECTED!!
I'm sorry but I can not talk to their technical support people. The arrogance and stupidity of their scripted messages is too much to listen to.
YOUNGSTOWN, OHIO -- My elderly mother's TV cable collapsed due to heavy ice on the Saturday following Thanksgiving. Despite the fact that she placed three calls (all to outsourced workers), no appointment was made with a local technician, even though each representative had indicated that she would receive prompt service within 24 hours. I finally spoke to a representative by phone on Monday afternoon, and I was informed that no appointment had been made, despite the earlier phone calls. The representative went on to explain that a technician would not be available until Wednesday morning--even though a live cable wire was lying in the middle of the street. Finally, my mother was able to reach a domestic representative of Time Warner, who expressed concern that the severed cable was lying in the middle of a residential area. This representative indicated she would send a technician to the site immediately. My question is, how did such a potentially dangerous situation persists for so long, despite numerous phone calls to company representatives?
SCHENECTADY, NEW YORK -- After 2 years, I need to cancel my internet service. Time Warner puts you through a convoluted phone labyrinth on which when you finally make it to the right representative, the call fails. It has been 4 times of phone failures, pretty sure they just hang up on you. I've wasted an hr trying to cancel so far:
The conversations I had with the representatives were full of questions and misleading initiatives to prevent you from canceling the service. They unreasonably believe that you are asking their permission to disconnect- someone should explain them that we customers have the right to end the service we don't want to pay anymore. Period.
Time Warner - this is so not the way to retain customers. Everyone out there watch out! I certainly will never trust Time Warner and spend my money on their services.
CINCINNATI, OHIO -- Since the first day when the cost of my phone service was quoted as $19.99 per month with no hook-up fee, my bill has been a mess. The first month I was billed $165.48! When you call, you cannot get past the low-level representative who is speaking to you from overseas. They have no power to correct your bill, nor transfer you to anyone who can. I have spent hours on the phone with them trying to get someone to fix my fairly straight-forward billing errors.
Bottom line: I would NEVER get mixed up with TWC again and recommend strongly that others avoid them.
FOREST HILLS, NEW YORK -- I just switched to Time Warner only because they have an international channel that no one RCN doesn't have. This has been a night mare... They have on time guarantee for the technician appt. All they Thr they game the run around, never showed up. the following day, came late again, didn't switch the modem and router from RCN. I asked the technician if they don't use their own modem and router and he said that the equipment is mine an everything stays the same. Today I called RCN to find out what need to be done to return their equipment, and I find out that the router an modem belong to RCN!!! So, TWC is charging me rental for a modem that is not theirs!!!!
Now it would be the 3rd day in a raw that I would need to wait for a technician.
They make you wait on the phone for a moment every time your call, the moment lasts an average of 25-35 min. When you ask to speak to a supervisor, you get the run around, until finally you reach someone in India who has no authority to give anything but apology....
DARLINGTON, SOUTH CAROLINA -- Since January 2012 until now (November 2013) my bill has been steadily climbing - it is $2.31 higher in 11 months! What a sneaky business Time Warner is. One month it jumps 5 cent and then $2 JUNK LIKE THAT. Don't think one penny is not a lot for them. Figure the millions of customers that is paying ONE PENNY MORE A MONTH, HOW MUCH THAT IS just for a month. I am fixing to drop TWC.
I am on SS but still other people with work incomes have to pay these increases also. People need to check that bill and stop this automatic withdrawal until YOU SEE YOUR BILL.
AUSTIN, TEXAS -- This not about my 4-year saga to get a $1700 refund...but rather about how to end it.
Write a letter that completely tells the saga. Then search the internet for TWC Executive Emails. You can easily find 20. Learn the email style...Name.Name@TWCable.com then include the execs whose direct email you can't find. Also include Time Warner execs. They sold it off a few years back but forward them to good emails.
Start with a plea. Will someone please help me.
Then the story. Double send each one. Someone will get back to you within 24 hours. They won't be able to help...but they will give you more things to write about. Do the mass emailing 5 times and it should be fixed. Apparently there is a huge corporate sensitivity about calling customers back and not hanging up on them. Include any bad behavior in the emails.
Ask for people to be taken off the issue and a supervisor to be the replacement...do this 3-4 times.
When you get to a senior enough person, have a 2 hour call. They cannot hang up on you. Your check or solution should be there in a week.
I was only nice and cordial if I knew the person had told me the truth 100%. or if they repeated the same situation without changing their story. "Thank you for just telling me what I know to be true...you must be one of the good ones. I've held you long enough. When can we speak again..,"
MYRTLE BEACH, SOUTH CAROLINA -- I just got off the phone with Time Warner customer service concerning a letter I received offering a new promotional rate for my bundle services. The letter is signed by the Executive Vice President and Chief Marketing and Sales Officer.
As a thanks for my continued business I was offered another special offer lowering my coming rate from $189.94 per month to $142.87 per month. According to the letter, I didn't have to take any action, and the new rate would automatically begin on my next bill.
I received my bill and the rate charged was closer to the $189.94 than the $142.87. I called Time Warner Customer Service and that is where the nightmare began. According to The Customer Service Rep. The letter had no value and what was required was a new rate calculation. After calculating the new rate I was advised that my new rate would be in the $185.00 range. Wait I said, what about the promised @142.87 rate? You would not believe the explanations I received as to why the promotional letter from the Vice President was not a valid commitment. After an hour on the phone and going over some unacceptable proposal, I agreed to a monthly charge of $167.80 per month. What happened to the $142.87 rate promise, well it was treated as a small thing that happens with Time Warner mailings that is fixed with an apology.
So beware of Time Warner promotional mailings, they don't mean anything. Just a lost Vice President sending out non binding letters with false promises.
LOS ANGELES, CALIFORNIA -- For years I have never ever experience terrible customer service like Time Warner Cable's.
I've been trying to cancel my internet service with TWC on phone, called in at 8:40am, on and off I had to hold for 30 mins, then eventually an alive person answered call, haven't talked in a minute, then asked me to hold again, another 30 minutes pasted, they cut the call. I called in again, same thing happened, the representative was incredible rude, questioning why I am cancelling service, and why don't I keep it..., after gave him my account number, again he asked me to hold, of course hold forever. The waiting time has been almost 3 hours, till 11am, someone helped me again, same thing happened again. If you want to know how frustrated I was, try TWC customer service. I was very disappointed by their horrible customer service. Such a big company as they have advertised, such a notorious service. They deserve losing customers.
I hate TWC because I have to go through hell to cancel a service. I would rather giving them NO STAR review than giving one star. I will never go to TWC again, and I will recommend everybody to watch out.