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There Is No TW Corporate Office of the President to Escalate Your Consumer Complaints
Posted by WaterDivaHolly on 11/17/2009
SAN MARCOS, TEXAS -- Time Warner misleads its customers in stating that the customer has a voice with the TW President's Office which was set-up with the purpose of receiving and handling complaints that could not be resolved by the local office.

I spoke w/ a customer care advocate (TW version of a manager) last evening who stated that not only are ALL customer complaints submitted to the Office of the President, but also ALL Better Business Bureau complaints, concerning his office are routed to him for resolution.

So where is the credibility and accountability if the complaints don't actually reach a higher authority within Time Warner for review and an audit for accountability of their staff's conduct with the potential of resolving your service issue, especially if those issues are a result of the poor ineffective service received by the very same staff members who are allowed to answer the vary same complaint they created?

Where is Time Warner's honesty and integrity?

Time Warner has no credibility behind their statement that Customer Service is their highest priority as they have set-up a system that misleads the consumer.

For more information detailing our 8 phone calls to TW Customer Care, please find my next posting. This was so appalling, that it deserved it's own headline.

     
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Posted by goduke on 2009-11-17:
I know that all customers who are having a problem with a company believe that they have a right to speak with the actual president of a company. That's just not realistic. The senior executive of the organization has a tremendous number of responsibilities, and their time is generally very limited. That's why companies, such as TW, have an established escalation path for customer issues. Sorry if folks don't think that's "customer friendly," but it's exceptionally realistic in today's world.
Posted by MSCANTBEWRONG on 2009-11-17:
The CSR stated that they are routed to The Office of the President not the President's office. I would take that to mean that someone in the President's office reviews the issues and escalates to him/her if warranted.
Posted by WaterDivaHolly on 2009-11-18:
MsCantBeWrong, thank you getting the point. That is the point that any such structure that promises consumers a path to the executive level ought to be set-up completely segregated in duties so as to review and audit the quality of service their reps at the local level are providing. It would be in their best interest to QC their staffs conduct just to help protect themselves from avoidable class action litigation.

In my situation, TWC couldn't process a simple transfer of service on our good standing account for they violated their own procedures in allowing the next residents of then rental to set-up an account, thereby freezing both accounts. The local rep didn't know what the procedure was to correct their admitted error. They promised to call back, but didn't. We called them six more times over the course of five days just trying to get our new place set-up. it finally came to them offering to come out between 6-10 pm on the same day they collected an additional $120 fee, which they did take out of our account immediately. And they didn't show up even after we called to double check the status of this appt.

And the Customer Service Center locally... un-apologetic! They wanted to set-up yet another appt after we took the day off to meet with them. So, we took our business to AT& T. And now I learned they slapped us with an $80 early termination fee.

What early termination fee I asked. They replied we SIGNED a contract. Well, show us. I don't recall ever signing a single document from TWC, much less one that tied me into a 2 year contract, especially on a rental we only planned on being in for one year.

In addition, on the back of every invoice we ever received, it provides directions for canceling... and there is no mention of any applicable early termination fees per applicable contracts. Their website states they are not offering contracts. But when presented this evidence, the local Reps say they can't do anything.

So we asked to be escalated, and they outright refused to fill this request. So where does that leave the consumer, but to try to circumvent the local store. There has to be someone at TWC that holds their staff accountable or who can send me a copy of my "signed" contract.
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Time Warner Customer Service Is The Worst... Here's What You Can Do...
Posted by Traci N on 04/08/2009
SOUTHERN CALIFORNIA, CALIFORNIA -- I just endured a 2 week long battle with TW Cable regarding a billing issue. Basically, they wanted me to pay cash only, in person for 6 months, for some unknown reason (my account was up to date, no late payments EVER). First, nobody could explain this billing blunder to me. Then I was told I could pay over the phone with a credit card (for an additional $3.00), only to be told 3 phone calls later that I did not have this option and I would have to show up in person with cold hard cash.

Customer Service Reps. refused to put a supervisor on the phone. They also refused to give me an address/phone number to a regional corporate office. I ended up filing a complaint with the Better Business Bureau, which resulted in someone from the office of the president calling me within one or two days. The person that contacted me resolved the billing issue in about 3 minutes (something the customer service reps. couldn't do in 2 weeks time).

Had I not filed a complaint with the BBB, I am confident I would still be calling the service reps daily, arguing with them, and getting absolutely no resolution to the problem. The complaint is easily filed online, and you should get a response fairly quickly. Hope this helps anyone dealing with TW Cable, which certainly has the worst customer service I've ever experienced with a utility.

     
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Posted by TWC Vendetta on 2009-08-13:

http://www.my3cents.com/showReview.cgi?id=31627#c505716
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Deceitful Practices & Non-Disclosure of Regular Channels Removed
Posted by SCIFgirl on 10/31/2012
PALMDALE, CALIFORNIA -- ***Aha! I could almost cry with utter joy! We finally dropped TWC and went with DirectTV. Wow! I had no idea that this was what television was REALLY about! I feel like sending a great big "Thank You" card to TWC Corporate because thanks to their lousy treatment and horrible customer service, we have been brought out of the 'Dark Ages' and introduced to the "Genie" (included with service not EXTRA as TWC charges for every single thing) and literally hundreds of included channels in our package. I asked the VERY polite and efficient, knowledgeable installer how business is for DirectTV, and asked if there was any people such as ourselves switching from TWC. He said they are very busy with newly subscribed installs and to that I smiled and laughed...I said I'd bet the people dumping TWC might be likened to great numbers of lemmings jumping en mass from the cliffs! Thank YOU TWC for causing me to shop around...I would have never known what a great service DirectTV is or about the fantastic options and myriad channels without your lousy service! Oh and the picture is so vivid on our new flatscreens, too. Bye Bye TWC. Hope you figure it out before you end up out of business!







Within this past year we decided to cancel the HBO & Showtime premium channels. We were asked if we wanted anything added and we said yes to a particular sports channel. Like the flip of a switch, instantly the premiums disappeared, literally. HOWEVER, quite a number of 'regular' channels also disappeared that we indeed did want and were used to enjoying regularly. BIO, ID, H2,Hallmark, Science, and a few others were suddenly GONE! When we called to inquire about the missing channels we were told that those were under an "old" plan that we got when we signed up 10 years ago. We were told that we could easily get them back but that we would have to pay $8 EACH for them!!! The CSR who handled our premium cancellation call did not disclose the fact that we would be losing all of those channels and I was fit to be tied I was so angry. This is deceitful business practice and I utterly detest TWC for this. One other thing, after seeing commercials "clipped" with such a redundant pattern of regularity (a solid 2 years +) I decided to file a complaint against TWC with the FCC and FTC about the ads not being played but TWCs never being omitted. While those agencies didn't contact me about my complaint I will tell you that it must have gotten the proper and immediate attention of their investigators. It was almost an overnight improvement of 100% because EVERY advertiser was suddenly getting the ad played in its entirety. Finally, the businesses were going to actually get what they were paying big bucks for. Whether or not I can be credited for that bit of justice, no one can say. I was pretty struck by the fact that this hadn't been brought to light in those couple of years; it was done methodically, the ad-cutting. In that complaint I mentioned that I, myself, did not have ads running for my own business, but that if I had I would have been on the path to a lawsuit for TWC's bad faith and breach of contract, to start. TWC willfully omitted ads to obviously insert more ads for themselves. The minute I start to see that occurring again I plan to file another complaint with each agency. We can't get the Verizon internet here, and we HAVE TRIED (signal too weak) but if we could we would assuredly dump TWC in an instant. TWC keeps adding more Spanish and other foreign language, and sports channels, which is another sore point with us. WHY can't folks order what they want to pay for? We have absolutely NO USE for most of the crap they peddle in channel line-ups. We know we are paying way too much for a fraction of a product where cable t.v. is concerned. The internet "Roadrunner" service is awful, too. The mailbox is tiny, the problems are many...but the connection is good using a different browser. My husband insists on relying on that terrible email of TWC's and I think he is just too old to make a change to a simpler service like Yahoo or Google, etc. Internet service is definitely not their forte. We wouldn't dare to ever allow them to "bundle" or bungle up a phone service after what we have been through.
     
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Poor service
Posted by Barbie 3102001 on 10/09/2012
MCKINNEY, TEXAS -- I had a horrible time getting correct installation date. I had to change date and called in but they could not even find order in McKinney tx I had a confirmation number but still had to redo order. I set up installation and two guys came out and set up cable TV. After they left I tried to turn off TV with remote. It made a horrible sound. I called back to technician and he told me to turn off TV manually I touched box and it made a loud sound and the tech heard it over phone and told me not to touch anything someone was coming out to change box. the next day white spots started showing up a few each day until my TV was not viewing I called time earner and they sent a representative out to check my TV and said he would pull the first cable box in warehouse that was first installed. I got a registered letter from this man and he said cable box was ok and time Warner would not be responsible for my destroyed TV.

     
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Horrible service
Posted by Vickishoppe2003 on 04/12/2012
The worst most undependale service I have ever seen. I canceled March 23 rd and they said would pick up equipment since I couldn't get to car
I have called them every few days. Keep getting cut off. Got 2 bills today. One for a month I wasn't using it and another for that amount plus equipment. I won't give them a dime.
     
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Posted by idontthinkso on 2012-04-13:
Very typical of that company. They will get you for the last dime they can. It's not personal, it's just numbers to the drones.
Posted by Fiddle T D on 2012-04-13:
you're only hurting your own credit score by refusing payment. either take the "equipment" in on your own and ask for a supervisor to settle the dispute or do it over the phone.
Posted by granny on 2013-08-07:
they only bring the stuff not pick it up
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Horrible service
Posted by Vickishoppe2003 on 04/12/2012
The worst most undependale service I have ever seen. I canceled March 23 rd and they said would pick up equipment since I couldn't get to car
I have called them every few days. Keep getting cut off. Got 2 bills today. One for a month I wasn't using it and another for that amount plus equipment. I won't give them a dime.
     
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Posted by Fiddle T D on 2012-04-12:
I just recently upgraded from cable to DirecTV. The picture seems better and the installer was prompt and courteous. I believe you get what you pay for in TV service today, and I'm paying for the best.
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Maintenance Crew cut my 75 year old mother's service and left cables loose for pets and children to get tangled in in her yard
Posted by Lexa on 01/14/2012
DAYTON, OHIO -- My widowed mother's cable service (phone, TV, internet...) was working until a Time Warner cable crew came in her backyard to do maintenance work on a Friday afternoon. By the time they left, hours later, they had cut her drop disabling her service for hours and did not come back to finish the work that evening. They left cables strung about everywhere and left the fence gate open, leaving the possibility of our dogs getting lost and the kids getting strangled. I called Time Warner telling them about the incident and they ensured me they would have a crew out there, hopefully that evening. Again, I need to emphasize she had all her services working prior to Time Warner's crew's arrival. Fast forward to Saturday, where now my husband is arguing with Time Warner as to why they have not fulfilled their promise. When he inquired about the incident progress, he was informed they were going to try to fix it by the end of the day. Totally unacceptable. They can break their own system and not fix it is the bottom line. They said "their technicians are all booked and we squeezed her in." Really nice. Judging from the other comment regarding this company, they could care less.
     
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Posted by trmn8r on 2012-01-14:
They did say that she is on the schedule for today - these days it can take a week to get service under normal circumstances. It is unfortunate that they accidentally disconnected her - I hope it does get fixed today.
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Don't be a sucker for the ads!
Posted by El Paso Consumer on 08/15/2011
For the past 10 months I have experienced terrible digital reception from Time Warner in El Paso, TX. I have reported it over and over. Technicians, head technicians, supervisors have all come over and over again to tell me there is nothing wrong with the equipment in my house or in the line to my house. But the problem persists. I figured out months ago that it must be a problem in the equipment/infrastructure that serves my area, but because of the way Time Warner responds to customers there is no way to get Time Warner to admit it or fix it. Last week TWO supervisors were at my house, saw the problem, admitted that it must be a "node" and then left. Not another word. Won't return calls. No way to register a complaint any higher in the Time Warner system because they block the customer from being able to speak to any one except at the lowest level (if you scream and holler enough you may get a supervisor). I am now convinced that Time Warner in El Paso knowingly sells a product they know they cannot deliver satisfactorily. Don't fall for the great ads! Choose any other service in El Paso, I'd say.

     
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Time warner rips me off for a days wages for a glitch
Posted by Fedcourtdawg on 08/10/2011
KANSAS CITY, MISSOURI -- I got home from work today to find out my Time Warner cable TV service was having a problem. the picture on the TV was jumping and freezing and repeating itself over and over. Called TW customer care and got the 1st local live voice and as always says i, m so sorry for the any problem you are having. she proceeded to send a "reboot" to the cable box and to just hit the power button when it comes back and it will be fine. she says goodby. The box reboots and the picture comes back fine as expected but there is NO sound at all. I call customer care again and hit tech. support again and I get "jermey" in Costa Rica and he after telling him what happened just 5 mi, s before he sends another "reboot" to the cable box and we wait the 5 min, s it takes to reboot itself and it all comes back on, picture good as befor and still NO sound. he says let me send it another signal, 5 more min, s go by still no sound and then tells me that I must have touched or unplugged something as there is nothing wrong with the service or signal. I assured him nothing was touched at all which it wasn't. only thing touched was the power button on the cable box as instructed. he says he will report it as a outage and to wait for a service tech in 24 to 36 hrs. then hangs up. I called a 3rd time got same guy. told him same thing that we had just spoke and he had me go thru it all again and then tells me that there is a outage and that I was the 5th. person he had talked to today in the last hr in my area. when on the 1st call with jeremy he stated to me that I would be the 1st one that called on a outage in my area and it hadn't been reported as of yet. all this within 5 min, s per him. 1st lie to me by TW tech help. next I call again hoping for a local person like the very 1st call. but no such luck I get Costa Rica again and another tech does the exact same thing reboots and tells me to wait 24 to 36 hrs and i, ll meet a service tech. and to be there or it wouldn't get fixed. now mind you I work some 60 miles away from my office. and for me to take off it, s a cost of $125.00 for a half days work and drive to and from for me to meet the service tech. that I think is coming. I complain about the lost time they have forced me to take and the lost wages I have to lose. they offered a $10.02 credit to my account for a day lost of cable service. I just did some quick looking and for a mere 15 dollars more than I pay now I AM switching to Dish Network and we have another carrier for internet that is a bit faster and a bit cheaper. so guess who wins this one Time Warner. you don't. your service tech, s need to learn something besides lets reboot the box. it cost you a long time customer
     
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Posted by Alain on 2011-08-12:
Since they couldn't service their product correctly you did the smart thing: went to a competitor. Reviews like this are why Time Warner has an 83% negative rating here.
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Error made by Cable Co on Debit Card
Posted by JenaAnne on 08/07/2011
NORTH CAROLINA -- I called the cable co on Aug 3rd 2011, to pay cable bill for my elderly mother who is out of town. There was a past due amount, I asked if the full amount could be paid Aug 10th. The CSR said yes but you have to do a post date payment on your debit card. I gave her my debit card information, I said 3 times very clearly the payment will be taken out on Aug 10th. She replied Aug 10th . ( that call is recorded. ) They record all their calls. However, they ran my debit card that night (Aug 3rd) . They caused an overdraft fee. In addition I have spent 6 hours total around my full time schedule w/ no results. I gave them a copy of my bank statement. Their call hold times range on an average 15-30 min. I have one timed call on my Sprint Blackberry 29 minutes. Third, I called back that night wed Aug 3rd it said their offices were closed. They state their call lines are open until 11:00. I have the calls to prove I called mutiple times that night. One lie they told me is they only did an inquiry on my bank account Aug 3rd. The lady from Suntrust Fraud investigation, said that is not the case, they ran the card. I spent 4 days arguing w/them. At this point, it is going to be handled thru my bank, which is very helpful, and I may file a suit. I have given ample time, hours on the phone, trip to the Cable office. Even though the account is in my mother's name, I should not have to suffer damages because of a error by a n employee in their accounting dept. Has anyone else had problems w/ this co from hell about improper use of your debit card?
     
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Posted by At Your Service on 2011-08-07:
Good post.

The problem it seems you're having is that you don't have the recording of this call. Even if it may make you feel better to fight about this, and you may be very right to do so, consider your time. If you've already spent six plus hours and a number of trips to the cable company, those are costs that no one would expect to get reimbursed for. If you're arguing over a relatively small fee, it really may not be worth your time.
Posted by Jay on 2011-08-08:
This nightmare may resurface at some time in the distant future. Once a company has your credit/debit card information they will keep it on file. If the account is ever delinquent or terminated they will any and all account information they have to get their money. Justified or otherwise.

You need to cancel that debit card and get a new one. You may even have to change banks. Some banks will link the old card to the new one for ACH debits.

Never use your accounts to pay someone else's cable/cell/satellite/electric bill. I can come back to haunt you.
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