Time Warner Cable Consumer Reviews - Page 7

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.

CINCINNAT, OHIO -- I am LIVID!! I have had trouble with TWC before. My internet and phone service went out (cable service was not an issue), I called TWC cable to set up a time for a tech to come out. The tech came out but of course he could not fix the problem. He said it was an issue with the lines outside but he would make sure that another tech would come out to look at the wires. Days passed, I called TWC to find out what the issue was and when it would be resolved. They had no record of a service call and therefore had no idea there was still a problem with my phone and internet. I was so fed up at that point that I just cancelled everything.

I dropped off my equipment at a local store. They took in my equipment, finalized everything and told me that I had a credit of approximately $30.00 coming to me. They said they would issue a check. It has been weeks and I have yet to see that check. I really missed having cable and thought since I did not have a problem with the cable part of the bundle package that I would give it another try. BURNED AGAIN! Whoever took the order input my contact number into the system incorrectly. I waited for my 3 hour window without a call or a sign of a tech.

I called TWC to find out what the heck happened. They explained that they had a bad contact number but I was told that a return could be conducted if I would not mind sitting at home until 8:00 pm that evening. I was blown away by the length of time that I would be wasting on a Saturday but I wanted to get this install done and over with. YOU GUESSED IT. 8:00 pm came and went without a call or a tech showing up. Between Saturday and Sunday, trying to get to the bottom of this and to trying to cancel my order, I was on the phone for over four hours!!

When I ordered the service they immediately deducted the first month's cost as well as an installation fee from my checking account. It seems that their procedures in returning your money is quite different. I was told that I would be getting a check in the mail. When I was told this I cringed recalling that I still had not gotten my credit check!! I feel that this issue has not been resolved and I have wasted my precious, precious time waiting for something that I should have known better to order to begin with.

KANSAS CITY, MISSOURI -- My Cable, road runner and phone went out on February 25, 2008, I called cable and they told me somebody can come on March 1, after lots of complaints and several calls they said they can come on February 27, between the hours of 2 and 5PM but because we work, I asked them to please call us before. Well they came and of course nobody was here but they did say they called before which it was not true because we did not have any miss calls on our cells and yes they also said they called the house.

Well, I explained that, the house phone service was not working because you people provide the service. Anyway, they finally came on Friday February 29. They FIXED the problem, but on Sunday cable went out again. When I called back somebody in India, with the name of Danny informed me that the only time they have available was on Friday March 7 from 5 to 7PM, I mean come on people you did not fix the problem to begin with. Well of course he was SO SORRY!!! Right.

Oh yes he did say that a supervisor will call me in 24 hours to talk to me and see if they can send somebody earlier. Well nobody call, so I waited and waited. On Thursday March 6 I called to make sure they were coming and a lady named Patricia from Costa Rica, confirmed the appointment Friday between 5 to 7PM... Well guess what? They said the appointment was from 2 to 5 and they said they came at 4 but they called first. Nobody called, I was here at 4 and on that day. It snowed and I told the lady who was helping me and was very "sorry" that I could take a pic on my walkway to show her that the snow was beautiful on my walkway and nobody had walked on it.

Well she could not helped me. The next appointment was going to be for Wednesday, 5 more days, so I cancelled, I could not take it anymore. But Steve the supervisor did called 45 minutes later to CONFIRM the cancellation and (this is a good one), he could send somebody on Monday to disconnect the service. This is great customer service Steve and Time Warner cable. I called Dish and next week I will cancelled everything else. AMAZING SERVICE!!!

HERMITAGE, PENNSYLVANIA -- Just read the chat transcript. I only edited out my own personal information.

Thank you for contacting Time Warner Cable Chat.
We hope that your session with Technical Support was helpful.
Below you will find the chat transcript that you requested. We recommend you keep this for future reference. Our Customer Service is available 24 hours a day, 7 days a week! - if you need to contact us again, please visit http://www.timewarnercable.com/ for any questions relating to your Time Warner Cable service, or for Road Runner specific assistance please visit http://help.rr.com/.

Perry: Hello, thank you for choosing Road Runner Internet technical Chat. My name is Perry. How may I assist you?
Sh: I'm having a problem with my email
Perry: I will definitely assist you with your e-mail issue.
Perry: Before we begin may I have the following four pieces of information from you please?
1. The account holder's 10 digit telephone number. (xxx-xxx-xxxx)
2. The account holder's Full Name (First and Last)
3. Please tell us your name.
4. May I have your preferred e-mail address?
Sh: ##########, Sh, My name is Sh, and email is @roadrunner.com
Sh: it could also be ##########
Sh: my # I mean
Perry: Thanks Sh.
Perry: Could you please elaborate the issue you are experiencing?
Sh: OK I'm getting returned mail from addresses I never sent an email to. Some of them say that it is suspected bulk mail... I have no viruses and I have a firewall installed so I am not a zombie machine.
Perry: I understand your concern.
Perry: I'm sorry; other customers are waiting with technical questions. I'll need to discontinue this session now. Please feel free to contact us again if you have any further issues or questions. Once again, thank you for choosing Road Runner!
Perry: Thank you for visiting Road Runner Internet technical Chat, Sh. Please contact us again if you need any further assistance. For more information, please log on to our website help.rr.com. Have a good day!
Perry: Analyst has closed chat and left the room

FRISCO, TEXAS -- Time Warner has no regard for customers. During my experience, I have been told that I was wrong and basically that I had no earthly idea what I was talking about. I made the decision to switch to Time Warner because I was going to save a few bucks rather than staying with my satellite provider. I agreed to go with a bundle including phone, internet, and HD T.V. They stated to me that I would have a service technician at my home the following week. Once the day arrived I arranged to be at home between the blocked hours of service (1-5). When five o'clock rolled around, I received no phone call or notice that they would be late or not coming at all.

I called Time Warner customer service who informed me that due to a clerical error; they didn'€™t have me set up for an install on my given day. I asked for them to set me up for the next day between 8-11 am. The customer service agent left me a message advising me that I was set up for the time slot, and to give her a call back. I called and spoke to another individual who advised me that I was never set up for 1-5 and that I must have been mistaken. I asked to speak with the agent that I previously spoke with and they advise that there was no need for me to speak with them.

The next day, again, 10:45 am came and went and I received no call or notice that they were running late. I called customer service and they advise that there were two jobs ahead of me and the technician had not finished the first one and that it would be closer to 3 o'€™clock before he could install my items. At this point they offered me $10.00 off my first month's bill and thought it would all be okay. I advised them to cancel my order entirely and that I would go with a different company. DON'T DO BUSINESS WITH TIME WARNER.

TEMECULA, CALIFORNIA -- We switched to Verizon Fios on May 11th, 07. Better services/more channels/lower long distance rates... savings us significant amount of money each month. Our Time Warner monthly bill ran from 5/10 to 6/9 in advance. I have paid our cable bills on time every month for 9 years. (Our credit rating is excellent.) I did no pay the May bill because I thought I would only be billed for 2 day when we called to terminate service the following Monday. (Verizon said they would contact each company affected by the change, but verify anyway, which we did.)The next bill from Time Warner was approx. half of the normal charge, which I am unwilling to pay.

I have tried to call the company to dispute the charge, but cannot get through. Why? I think because their automatic phone system won't recognize my phone number, due to them taking over from Adelphia Cable and not updating their records. Their phone system makes it practically impossible for you to get a live human being on the phone to talk to. I guess they think I am going to get frustrated and just go away. NOT GOING TO HAPPEN! I'll pay the $3.10 we owe, not the $20 plus they want because they changed the "billing statement days" after we terminated the service.

After reading others complaints, I am not surprised by anything this company does. When they took over Adelphia, they promised not to change the service. That last about 6 months, then they reduced the number of channels for the basic cable, to force us to get digital cable.

I had a Time Warner rep call to ask why we canceled after 9 years. I told him "your company made promises they didn't keep, and our monthly cost will double to get digital, that is a disreputable way to run any company." He was not happy to hear my opinion, especially since he knew that was exactly what they had done, therefore, he couldn't defend Time Warner. By the way... Verizon Fios is great. Many more channels, faster service, and the installer was knowledgeable, friendly and everything worked before he left.

HUNTINGTON BEACH, CALIFORNIA -- Well I am a gamer online. My modem with Times Warner died so I asked for a new one. Took me through tons of hours on the phone as their phone system for about a month was down, ha. All you could hear was crackle on their end. Try listening to that when you are troubleshooting! Well they a week later got someone out with a new modem/router gateway. That night I am locked up on my computer locked up and booted also out of games. Again with the hours on the phone trying to figure out what they are saying.

They send out a second router same brand oh lovely now it totally goes off line. I have internet but I am not connecting it takes several more days to get this guy out. The guy tells me pretty much straight up they don't support Xbox they don't support online gaming period if it doesn't work to call Verizon! Yea woot love it.

Then I get a lady on the phone that told me the same thing but jumped down my throat attitude as she said it "You wouldn't get your car fixed by the insurance salesman bit." But I am still explaining it is NOT JUST MY XBOX but my computer lags up, drops off, knocks off programs running, etc. It took them two days to get back online to a router that lags, knocks you offline, etc. So fine.

This router cannot communicate very well, it is the Netgear CG814WG x2. Well since their office tells us to go to another service and won't help you and their outside techs tell you to go to another service and won't help you? Well it's time to go to another service. Get your act together Times Warner. I went on Halo 3 Beta last night, there were 90,000 people playing it just one game. CGS is having a draft this June for gamers paying 5 mil to teams. Starting pay in the draft is $30,000-$100,000. It's not just a game anymore, you need to get with it connect to the games cause the casual gamer and the hardcore gamer is going to need to get online.

Reminder, this was my internet service computer and XBOX that was booting me offline with your modem/routers. Find one compatible! It shouldn't be too hard. you could even run a gaming package for a while and offer up the highest tech and speed for gaming. Use it, don't lose it!

EL PASO, TEXAS -- I had two internet accounts one at my place and one at my girlfriend's place. We moved in together, and I had service at my old place transferred and service at her place disconnected. Along with service being transferred I decided to have cable TV connected. At my "convenience" the customer service agent offered to have the contractor pick up the cable modem instead of me having to bring it in. I happen to work a quarter mile from Time Warner so it wasn't exactly a big deal to drive down there, nonetheless, I accepted their arrangement.

Contractor comes picks up the modem and at the end of the month I have a charge for a full month of service. I call and they said that I never turned in the modem, I explained that I did and that the contractor even noted it on the work order. At this point they ask me to fax the work order in and I do. I call to confirm they received the fax and the girl that asked me to fax it in ends up being on break... every single time I called.

I was calling every two hours until I decided, forget it I'll just bring it in. So I took it in, the man at the counter told me I would get 36 dollars credit since the accounts are prepaid and it was early in the month when I returned it. He made a copy of the work order and I thought everything was settled. A week later I went to pay my bill and shockingly enough no credit has been added to my account.

Again I call and was told that I had not turned in the cable modem. I explained to this rude customer service agent the same story that I've told to five different people at this point and she then asks me to describe the man I gave the work order to. Unhappy with my description she gets upset with me and proceeds to argue the validity of my description. I hang up and immediately browsed over to AT&T and set up service with them which includes DSL, Dish, and a phone line.

The DSL I ordered is faster than the cable internet (I ran speed comparisons) and the Dish system came with a FAR better DVR that holds a LOT more video. I have everything I did with Time Warner and a new phone line for less than I was paying for just internet and TV. I took in all of the Time Warner equipment and made them sign a release stating that I owed them no equipment or money. I will never use Time Warner again.

LOS ANGELES, CALIFORNIA -- My cable provider, Comcast, which had finally started listening to its customers, monitoring its networks (I used to be the first one to notify them of an outage since I am online 12-14 hrs/day, and used to have to spend a good 30-40 minutes to convince them of that fact), and hiring tech folks with IQs higher than room temperature, was taken over by Time Warner which is easily 3 to 4 times worse!!! High-school drop-outs without any IT training could rely on common sense and run this company better than the executives and managers in charge now. It's like the Twilight Zone.

I have wasted a good 12+ hours since the forced migration heaped on me at the end of last week. I saw this coming the moment I saw the letter informing me that I will be switched on 10/20 and my email stopped working, without, get this, any kind of parallel running of their systems, roll-back options, or slow transition route. It's like watching a train wreck in slow motion.

As I predicted, almost everything went wrong. With them forcing me to switch everything over and no grace period, during a weekend no less, it was a complete nightmare. I should have taped my telephone conversations with their "support" center. Comical and completely idiotic would not even begin to summarize the scenarios.

Since DSL is not an option for me (too far away from the switch and SBC refused to moved it closer), fiber not ready (Verizon not even close), and no Wi-Fi providers, I am stuck with this monster of an incompetent company. It is beyond belief that such enormously stupid "telecommunications" company can exist and be allowed to take over accounts.

Average wait times during the weekend "migration" were 35-40 minutes. When I asked for better service, the "support techs": (a) replied with useless help, (b) hanged up on me twice, (c) forwarded the call to the "if you want to make a call hang up and try again" black hole, and (d) bounced my call from the system. Today (10/25) their email server was down for 8+ hours and I had to call 3 times and forward 3 bounce-back errors to convince them that they were having this problem. My grandmother would have figured this out in 1/10th the time these idiots took to confirm their own email server problems. It's UNBELIEVABLE!!

I simply cannot believe that in 2006 we still have this kind of massive incompetence and idiocy running so rampant in so many US companies. No wonder so many Japanese, European, and now Chinese companies are beating it us to a pulp and taking over market share. The executives at Time Warner Cable are criminally negligent and completely reckless. They do not even know how to spell business or customer service. They would not be able to manage taco stand if they had to, let alone steer a multi-billion dollar telecommunications company. Pathetic, truly pathetic!!!