AKRON, OHIO -- Time Warner is essentially out of step in proper management of its customer base and service. The evidence is in the service that drops out of internet applications as well as contacting customer service by telephone. The internet consistently goes to a state of no connection on a daily basis. Having to reset the modem is always a daily chore and to never know when a person is going to have to do so is always an unknown throughout a 24 hour period. If a person were to look at the wiring harnesses found on the electric poles owned by FirstEnergy, they would generally see a pile of strung wire hanging out of the main splitter boxes.
The sloppiness of this kind of setup only leads one to sense that the service management is lax in oversight for quality appearance and technical ability. The professionalism of this trade practice creates the suspicion underpaid employees with no desire or lack of training and experience for quality.
Making a phone call to their call center is a waste of time for customers needing to cover bill paying and deal with a service problem such as a disconnect due to constant malfunction. Having to have to listen to a commercial advertisement should only be an option for the caller, not a necessity. Warner needs to streamline this call service and work to install the latest well designed equipment to implement and quick answering capability for all customers.
What they have done instead is come up with a slogan of Time Warner Business Class advertisement and whatever it stands for, to cover for its lousy calling service design. Who would care to go business class if the provider cannot operate on a home service level? The precept still applies, "To whom much is given, much is required." Or when a person can handle the small things first, then they can handle larger responsibility. The Ohio Public Utilities Commission should really be making every effort to become involved with this company.
CANDOR, NORTH CAROLINA -- Okay, I've had so many different internet providers (Earthlink, Embarq) and almost every television provider (DirecTV, Dishnetwork, local cable). I'd like to start off by saying I've had TWC for a year now and do not enjoy it. First, of course from outside the view of only paying a single payment for phone, internet, and television is more simple than having two places to worry about paying. However, it is actually worse.
For instance, when TWC was set up, they had contacted our former internet/phone provider and canceled our subscription to them, which means that we could not access our old email after they made the phone call. This is a bad thing of having everything in one services.
Also, cable runs by electricity. Your phone with TWC is running through the box they give you, which is run by electricity. If the power goes out, you CANNOT use the phone 'til it goes back on. So, if you do not have any cell phones, you will be stuck without any phone in case of emergency. Also, they give you the first month free but after that, our rate went up to $140 a month, when we used to only have to pay around 100 for basic internet, phone, and the typical satellite TV.
Not only do they rip you off by the illusion of them taking care of everything, they also rip you off by charging more moolah for their services. Okay, away from the technical stuff...the internet is fairly fast. Also, you can record two shows at once, which is pretty cool, and finally they have trailers of movies coming out in theatres/on DVD.
That's pretty much all that is good. Changing channels is slow, the remotes can be used as boomerangs, and if you hit the wrong button you could be taking up to two minutes to exit the application. Also, the interface is just UGLY. The Pay-Per-View is extremely limited, and which I tried to watch the new Batman movie and it was unavailable. In the end, I do suggest you avoid TWC or any other cable providers and instead stick with two separate companies for your phone and tele provider. Cheers.
RAEFORD, NORTH CAROLINA -- I called TWC to see about switching from satellite to cable since every time it rains our satellite goes out. We were told we were eligible for a "Win Back" program so I proceeded to set up an appointment for service. At the end of the call (took over an hour to set up) the customer service rep told me I needed to make a payment for the installation, so I paid 214.86 by debit directly from my checking. I was given a number to call for my "win back" incentive and was told when I called we were not in the area that was currently having that offer, so I told them to cancel the appointment.
I was told I would get my refund in 3 business days (bear in mind I made the payment only an hour earlier). They debited my account that day 18 July 2008 and as of today 29 July there has been no credit posted to my checking. The very worst part of all of this is that I have made over 7 phone calls and an email contact and NO ONE has had the courtesy of returning my call and no one that I have talked to seems to be able to tell me how or when I will get my $214.86 returned.
I was given the name of a supervisor and her number and have left 3 messages for her to return my call. I have now gone to my bank to dispute the charge and I am ready to file a complaint with the NC Attorney general's office. It is nearly impossible to get someone on the phone and I have wasted nearly 6 hours of my life trying to get information from this company regarding my complaint.
We are a brand new subdivision and I will be sure to tell anyone moving in about my negative experience with this company. I did what they asked me to do, I made payment (even before I actually received any services from them) yet they will not and have not refunded my money in a timely manner nor have they had the decency to respond to the messages I left for the supervisor. If this is how they run their business then I want NOTHING to do with having any services they offer.
Just for the record, I had ordered a very expensive bundle that would have cost me $214.86, guess they don't care if they have my business or not. With rising costs of everything and people being more cautious on what little things they can cut out of their budget, they may want to work on their customer service and business practices. Count me as one very dissatisfied lost potential customer.
FAYETTEVILLE, NORTH CAROLINA -- They quoted an introductory price part of their Win Back Program with a thirty day free trial. The service took several visits to complete the installation of the phone and Internet service. The customer service agent offered a cold-hearted apology for the connection problems. Then, the bill came 20 days later, four times the amount that was quoted over the phone when I signed up for the service.
I called the help desk, for clarification of my bill. They didn't have any record in their customer log of a price quote for my address. Funny! I explained to them that I was part of the introduction program and I have a flier stating the price that I would pay monthly (around $99). After a few more calls and the run around; I called a new account agent to get a price check and she quoted the better price than the original contract. I took that information to the main office of Time Warner in Fayetteville, NC., and for two hours I explained my situation to agent who seem to be making a customer log.
She told me that they would review the audio tapes. A regional manager would contact me within three days. Not one call from the regional manager but I did get one from a Time Warner collection agency. I ended up canceling my service with Time Warner; five days after my trial period, I paid for the thirty days of service assuming that I would hear form a manager or customer service to resolve the issue. I ended up paying over $225 for 40 days of the Time Warner Baloney Bundle service on four TVs. Check and re-check. Time Warner service is shady.
This will be the second time that Time Warner has lost or supposedly we gave them the wrong information. Why would I give someone the wrong information to pay someone else's bill? Are you dumb? Paid my bill through the auto pay on the 28th of June.
My bill was due the 1st, they pulled 175 dollars out of my account and cannot locate it at all. Now they are saying we owe them almost 500 dollars, people are stealing money. They have no idea what they are talking about. How can you pay someone else's bill when you must put in your phone number twice to pull up your account balance to even see what you owe through automated? It makes me sick like we just work for others to rip us off. If they do not find my money or credit my account before the 8th I will be filing a lawsuit. This is the 2nd time they have done this, sick and tired of being sick and tired of their dumb mistakes and stupid service.
BEFORE CHOOSING Time Warner Cable read this: If you decide to leave, they WILL send you to Collections Agency immediately to hurt your credit. We could not afford the services anymore and went into the Time Warner Cable office to return our equipment and pay the last of the bill. They gave us a receipt. About 3 weeks later we received a letter from a COLLECTIONS AGENCY stating that we owe $23.89. No problem. EXCEPT that they knowingly send 'defectors' to Collections Agencies simply to hurt the consumers' credit out of spite. This is not uncommon for Time Warner as you will see MANY complaints. I can't believe there is not a lawsuit yet against them.
PLEASE DO YOUR RESEARCH AND BE AWARE OF TIME WARNER CABLE'S TACTICS. They are a 'copper' CABLE wire company and cannot compete against the new Verizon FiOS fiber optic services. TWC's internet never works properly (FiOS never fails) as TWC drops your connection for about 3 minutes about 30 times a day (depending on how many people are using the signal from that ONE cable line). TIME WARNER should be aware that there is a threat for a class action lawsuit if they don't stop this illegal activity.
RALEIGH, NORTH CAROLINA -- I agree with so many others - the Time Warner Pay Express Account system is horrible. I, same as others, agreed to give up my paper bill for online to help "Go Green" and I have had nothing but heartache. Folks just give up and call and pay your bill via phone - but for sure have your account number. And if you did not write it down from your paper bill you are out of luck because no matter how much info you give them - customer service will not give you your account number. You can always wait until your account goes delinquent - then they call you and will accept payment even if you don't have your account number. Go figure!
LOS ANGELES, CALIFORNIA -- My annoyance with TWC goes back 2 years. I don't know why I'm still with them. Anyhow, 3 months after we hooked up our cable, I noticed my bill was about 40 dollars higher than normal. Looking over the bill I noticed four adult programs charged to my account. Each of those supposed ordered movies were all started within one minute of each other, starting around 10 a.m. (the times my son is watching Noggin or Nick Jr.). I called TWC to dispute the charges to which the CSR told me, "I'm sorry ma'am, if it came from your box then someone in your house ordered those movies."
"At 10 am?" I say. "The only one watching TV is my son and I have a purchase PIN as well!"
"Well," the CSR tells me, "maybe your kid just so happen to press the right combination of numbers of your PIN."
"Four times!," I yelled. "My (at the time) 4 year old, press my PIN four times in a row. So are you saying, the BOX IS NEVER WRONG??"
"That's exactly what I'm saying," she tells me. "The box is never wrong."
I wrote a long, eloquently written nasty letter to the address they give you on your bill if you want to formally dispute a charge. Within 2 weeks of sending the letter, the charges were taken off. A few months later I had to write another letter as two adult movies were AGAIN charged to my account during a time my family and I had been out of state. The charges were taken off. Haven't had any problems since then... but I won't hold my breath.
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?
NEW YORK -- TWC is the worst provider of cable and internet I have ever subscribed to. If I did not live in an apartment building where this provider was the only option, I would have switched months ago. Every week there seems to be a problem with the cable, internet or better yet, both. When you call to try and see what the issue is and how it can be resolved, the representatives are rarely able to help.
It seems that a large portion as to why they are unable to provide any guidance is due to the fact that they are given minimal information. The company puts the representatives behind the 8-ball from the get-go with the deplorable communication and mismanagement. There appears to be zero communication or importance placed on customer service within this company. If you decide to use this company as your cable and Internet provider be prepared to experience several "outages" for lengthy amounts of time. Absolutely disgusted with this company...