SUSSEX, WISCONSIN -- Three weeks ago I attempted to call to have my voice mail fixed on my home phone through you. After 45 minutes on the phone continually being told I you would be right with me, I hung up. A couple times since then I attempted to call only to wait endlessly with no response. Last week I attempted to contact AT&T about switching to their service. I was connected IMMEDIATELY to someone willing to help me. Unfortunately, for the exact same services I have now it would cost me an additional $20 a month. I therefore declined their service and decided to give you one last try.
When I called I was set up with a package I was agreeable to with a reasonably good install time. It was to occur August 22nd between 11am and 1pm. I ensured twice that they would contact my cell phone 10 minutes ahead of the tech's arrival so that I could meet them there, as I work close by. At 11:00 this morning I called once again to verify they were going to call me ahead of time. I once again gave them my cell phone number to call.
At 12:30 I went home to eat lunch assuming the tech would be there shortly. Upon arrival I found that someone had called my home number. Assuming the worst (as I have learned to do with your company) I called again to verify that they hadn't screwed up. I was told by Justin that nobody had been out to the house yet, and seeing as it was 1pm already I asked him when my appointment was going to occur. He stated that he would have dispatch. Call me back within minutes.
After 45 minutes of waiting and no calls coming back I once again called your number. This time I was told by "Chamiqa"? that they had attempted to call me at 11:59am and that they had tagged my door. I never received a call on my cell as requested, and there was no tag on my door. I was told I could reschedule. I threw my phone in disgust.
After cooling off I called AGAIN and asked to immediately speak to a supervisor. Kristi informed me that she needed some basic information and she would get me in touch with a "lead". After sitting on hold twice she asked to be able to call me back, as no "lead" was available. 20 minutes later she called to say that they had gone to the wrong address. At that point she stated that she would reschedule the appointment. That appointment couldn't happen until August 27th. At that point I had had enough, as I still wasn't speaking to a supervisor and I was being treated as if this was MY fault. I am still waiting to hear anything in return.
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.
STAMFORD, CONNECTICUT -- Service outages, threats of retaliation for nonpayment, when I had already signed up and been confirmed for such payments. Hassle and delay when attempting to terminate service. Refusal to provide retroactive credit for days of non-use after they said they were unavailable. Twenty minutes of hassle and screwing around when I finally did reach someone to cancel.
PORTLAND, MAINE -- By far the worst customer service I have ever received. Called the first of this year to cancel my cable subscription and then received a bill at the end of the month. They totally disregarded my call and never shut off my cable. I was basically ignored and now have to pay for something I thought was taken care of. BY FAR THE WORST CUSTOMER SERVICE I HAVE EVER RECEIVED. I highly suggest you use a different provider.
SOUTH CAROLINA -- This company is so crooked. It's ridiculous. I'm being charged for remote fees. Yes I'm paying for each of the remote controllers every month. Shouldn't that be included with the boxes that I'm paying for? Beware of this company and review your monthly charges, for they are quick to tack on extra fees without notifying you! I'm done with this lousy company.
WACO, TEXAS -- If you are lucky enough, you will be able to trade you digital DVR for a new Samsung model. These units are trickling into the center. In essence, you have to ask for them at this point in time. Previously, the Scientific Atlanta model was hanging up and showing sluggish performance. So, I was lucky when they had a Samsung in stock.
Be advised, the operation of this box is a noticeable improvement, but you will have some problems. So, when you see that the box is exhibiting problems, I suggest rebooting it by a simultaneous pressing of these three buttons: a) info; b) volume up; c) volume down. Wait until the time comes back up on the display and then things should be fine. I had to do this a few minutes ago. So, I consider this to be an improvement in service since the hard drive was said to be larger on this new digital DVR.
45014, OHIO -- I called in to inquire about a bundle package with Time Warner Cable and the rep was very nice and after 45 minutes she set me up with a bundle consisting of select on-demand channels, in state phone service & road runner light PLUS HBO, Cinemax & Showtime free for 6 months & free installation all for the wonderful price of $65.43 a month... Well of course I took that package! Then came the tech's out to the house... 4 of them mind you and after 3 boxes and a bunch of bull they told me I have to have a new line ran.
OK so a few days later and another 1/2 day off of work this tech came out and said my line was fine I just had a bad box. 4 boxes later I am up and going with cable. I received a bill in the mail in the amount of $163.42... ummm I thought it was to be $65.43? I call and was told that the rep I had was new and I am to pay for the movies she told me was free, installation that she told me was free and all of the other charges on the bill and that the package she set up for me does not exist! WHAT???
My digital phone was to activated on Friday and that didn't happen so I give them another day... nothing. I call on Sunday (Mother's day) and I have to stick around the house because they are sending a tech out because the modem is bad. Needless to say I missed going out to dinner with my children.
Now today they have taken my box and disconnected my phone and I still have a big fat bill that I will not pay... Oh the supervisor was kind enough to credit my account for $20.00... PLEASE is this really how you do business. I trusted their company and employees to provide me the service I was told I would get. Would someone honestly cancel service with their current provider if they didn't think they were getting a better deal? I'm fighting this and have turned them into the Better Business Bureau and I am seeking legal counsel. If I did business this way at my job... I'd have no JOB!
CHARLOTTE, NORTH CAROLINA -- I paid my Time Warner Bill 2 days ago and gave them an advance payment with my debit card to be deducted on 5/22/13. This morning I checked my bank account and they had debited the amount that was supposed to be taken out on the 22nd. I called the office and got a recording that they knew about this issue and were working to resolve it as soon as possible. I am on a fixed income and that was all the money I had in my account. I tried to talk to a customer service agent and was pushed around to six different people, none of which could answer my question.
A few of them told me they were sending me to the correct department only to put me back to their automated system. One of them yelled so loudly in the phone, even after I asked her to talk a little more quietly that I finally had to hang up and call again. NONE of them could tell me when this would be rectified. I've notified my bank and they are opening a case of fraud against them since this debit was done without my knowledge or consent.
When I gave the information for the payment to be debited on the 22nd I asked the billing representative if she was sure it would not be debited before then and she assured me several times it would not. Now I've incurred bank charges and Time Warner doesn't seem to care they have placed me in a precarious position.
I have also filed a complaint with the Better Business Bureau regarding what they did. As soon as my money is returned to me, I will be canceling my service with them and I am seriously considering filing charges against them. I do not for one minute believe this was a computer glitch that just happened on a Saturday morning when you cannot get in touch with anyone in their office or at your local bank.
I firmly believe this was done deliberately and since they have the recording I think it's safe to assume I am not the only one they did this to today. I've had to call them at least once a week because my service is not working properly. I absolutely hate AT&T but I have no qualms about going back to them for my service. I do not give companies a second chance when they steal money out of my bank account.
Beware if you do business with TWC. NEVER give them permission to deduct money from your account. Their customer service is horrible. The agents are rude and have no idea of how to talk to a customer who has a problem. I did keep my cool with them and tried to be nice but after the fourth one sent me to the wrong department I wasn't very nice about it. I strongly suggest no one does business with this company.
KANSAS CITY, MISSOURI -- I signed up for the triple play promo online. I kept getting emails that there was a problem and when I would call, I'd get a foreign customer service representative that couldn't figure out the issue. They cancelled 4 different install appointments at the last minute but no one could tell me why! Finally, I called a local number and the representative didn't know what the issue was either but put my order through manually. He said the only thing he could see was that there had been someone with the same last name at my address a few years ago that had an outstanding balance.
I have a fairly common last name, so it wasn't terribly surprising. He said there were no notes on the account so there wasn't any reason to not get it up and running. The day after installation, I get a call from the "risk management" department. This lady tells me she did a background check and I've been at my address for three years. The outstanding bill was from two years ago so I must know who it is. I explained that, no, I don't and asked, how, exactly, did they do a background check without my consent or my ssn?
She then tells me they need proof of identity and some sort of utility bill from my previous residence (ya know because I keep year old electric bills just sitting around). I told I'd be happy to give something from when I bought my house but I was much more concerned about the background check. She kept talking over me & getting all ghetto.
Then she tells me she's turning off my service. I told that I prepaid, she can't do that. "Time Warner has the right to deny service to anyone." Absolutely, but they don't have the right to take money for a service they aren't providing. I asked to speak to a supervisor & was told she'd put in a request and he'd get back with me in 24-48 hours. Then she hung up on me. I called back and kept getting sent to her extension.
I finally unplugged all the equipment and took it to a local Time Warner office. I called the bank and put a reversal on the payment. I called Dish Network and had an install the next day. I had Time Warner for a total of about 18 hours. NEVER AGAIN!!!!!!!!!!
BEAUMONT, TEXAS -- After reading other's experiences with TWC, I think bad service must be their mission statement. Brief synopsis.
Home phone and internet went out on Friday,Aug 30. Called them (waiting about 45 min on cell). Set appointment for next Tuesday (their first available day) at 4PM. 4PM-5PM waited and no one appeared. Called TWC, waiting on cell phone again (using minutes) almost an hour and was told "he is on the way".
At 9 PM, called back (again long cell phone wait) and was told that "You have been bumped until tomorrow". Explained that I work (and actually show up at my job) and set appointment for 3PM. Wednesday, went home at 2:30...waited until 3:30 and no one appeared...by the way, never a call letting me know.
Called them (you already know the long cell phone wait part) and was told that I had called back and re-scheduled it for September 19th...2 weeks away. When I asked when I supposedly called and why I would have wanted to wait for 2 additional weeks, no one knew and I was hung up on. Called back (waiting an additional 40 minutes) to be told that they were busy and had been calling my home number and leaving a message and I didn't call back. I told them that this was impossible as (stay with me here TWC)...THE HOME PHONE WAS NOT WORKING!!!
Finally on Thursday (almost a week later), my husband came home and a TWC van was at our house...still no phone calls...we just got lucky! Technician said it was the modem (their equipment) and he would be back to fix it. You can guess how this worked out. About a week later, we did have internet and home phone service restored.
NOW....called about 10 times asking how the credit for days without service would be adjusted and was always referred to a supervisor who never called me back. Wrote letter to Dallas main office....no response.
Finally, someone called us at home to let us know that our bill was ONE MONTH overdue. Explained our problem and that I was trying to rectify the bill. TWC person said they could credit us $4.95....yes FOUR DOLLARS AND NINETY FIVE CENTS for the 2 1/2 weeks, cell phone minutes, days taking off work, no service! When I complained, she said..."Well, we don't have to do anything." Took my $4.95 and paid bill in full. Next month's bill....can you guess how much the "late charge/administrative fee" was??? $4.95!!! If there was ANYONE else to use...believe me, we would. If you can....AVOID THESE PEOPLE.
Oh and no way to contact them on their website. Only the never answered customer service line. Saw in our local paper that TWC was cutting customer service reps and consolidating into one area. Wonder what that one lack of customer service rep for SouthEast Texas will do now?