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64 Reviews & Complaints
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What Happened to the Rolling Stones Documentary Premiere?
Posted by Georgeheard on 11/16/2012
PALMDALE, CALIFORNIA -- I am homeless & have been waiting to see this documentary for weeks. I have recycled cans & bottles to get a motel room & see the documentary. All I got was a lot of broken up squares, blank screens etc. for 2 hours. I never would have ever rented a room if I knew this would happen. I have become more & more agitated through the night and morning because of this major screw-up. It's now 8:20 am & can't sleep because of this. I feel Time Warner should at least reimburse me for my room & apologize for the problems they have caused.
     
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Posted by CUontheFlipSide on 2012-11-16:
Could have been a bad cable connection in the room.
Posted by FoDaddy19 on 2012-11-17:
I doubt if Time Warner or the motel you stayed at have any sort of guarantee of service. Furthermore I don't think they are liable for any financial outlay you may have put out or any grumpiness experienced on your part.
Posted by GenuineNerd on 2012-11-18:
The hotel cable TV probably only carries certain channels, and the Rolling Stones documentary may have been on a premium or pay-per-view channel that is scrambled, hence the broken up squares and blank screens. Especially if it's a low-priced hotel or motel that offers few channels anyway (usually the local channels and the first-tier basic cable channels, and maybe HBO or Showtime.) Most hotels do not offer digital-tier channels, and all tuning is dune through the TV itself rather than a cable box. I wonder what channel TWC was running the Rolling Stones documentary, and if they plan to re-run it.
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Horrible Customer Service
Posted by Mare001 on 09/15/2012
BROOKPARK, OHIO -- I had a complaint about my bill and wanted question's answered and was transferred 4 times to different people who once I was transferred was put on hold for a total of 40 minutes. I wanted a supervisor to speak to and found out by the 4th person that one was not there, they are just service people answering the phones.

I paid the balance they said I owed which I believe was wrong! But I couldn't deal with any of them anymore. I feel if Time Warner wants people to sign up with them they should supply someone qualified to answer simple questions. I don't like this cable company and feel none of them care how long they leave a customer on hold, or that their customer is getting upset because the service is so POOR!

I will quit them very soon unless I receive some kind of apology or credit for my trouble.
     
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Good Technician Service
Posted by Prodriguez7 on 09/02/2012
SAN ANTONIO, TEXAS -- We had been having problems with our cable connection for about 3 months and finally contacted Time Warner to have a technician come out to fix it. The person who came was on time and extremely efficient in knowing what the problem was and how to correct it. We were really satisfied with the outcome and felt we should compliment Time Warner for having hired this person. Sometimes it's not the company but the employees who give the company a bad rap, in our case, we were lucky to have gotten someone who enjoyed and knew his job...
     
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Posted by GenuineNerd on 2012-09-03:
Sometimes, it's the overall condition of the cable systems that Time Warner has acquired (if they came from Adelphia, Comcast, or other companies), or the condition of the main street cable lines themselves, that can determine the reliability of your cable TV/internet/phone connections. I had issues with Road Runner and telephone service a couple of years ago. The TWC techs were very helpful in my case...they checked all of the connections in the house, from the walls to the splitter to the outside connection to the pole, but I was still having problems with phone outages and internet connectivity. The tech finally determined that it was the main line on my street, since others on my street had phone and internet problems as well. I am guessing it was from the Adelphia/Cablevision lines that Time Warner acquired in my area in 2006 from Adelphia's bankruptcy, and Adelphia had neglected maintenance on their cable systems for that reason, and TWC never really remedied the problem. I then cancelled the phone service and Road Runner and went with AT&T DSL and landline. No problems since, aside from having to reset the modem once in a while.
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Awful Service
Posted by Jwilliams357 on 08/13/2012
GREENSBORO, NORTH CAROLINA -- We have been Time Warner customers for years, and each year the service gets worse. For several years, they have had to make visits to our home due to poor reception. They continue to raise rates, but the service continues to get worse. We got the HD box, and since, the picture has been awful. After several calls, they are finally sending someone out to service the box. I think its time to shop around for better service.
     
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Posted by Anna Molly on 2012-08-13:
If you have other options, then yes, time to shop around.
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Turns You Off By Accident Then Won't Turn Me Back On For Two Days!
Posted by Lizrodriguez_61 on 06/05/2012
My cable was turned off today, and I went to Time Warner because I thought my bill was past due. They told me it wasn't but maybe the tech cut me off by accident, but now they cannot connect me until Thursday, today is Tuesday, What kind of nonsense is that?
     
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Poor Customer Service
Posted by Helenbaker51 on 03/05/2012
At approx. 9 pm PST on 3/4/2012 ordered by phone the CD offer.
Called at 8:30 am PST wanting to cancel.. There was a long wait followed by "NO cannot cancel", then an ongoing product list of offerings, i.e. Trip to Orlando, Disneyland, Cruise, As I kept informing the gentleman that I did not want to purchase anything, he kept on it. Said finally he could not cancel the order as it was already at the shipping point, (less than 12 hours on a Sunday!!) He did offer me a 20% discount. That never happened. Again he went on offering me different deals. Did not understand what NO meant. Very pushy Sales group, annoying to say the least. I'm 82 years old, The TV ad was unclear. Yes, at my age I do enjoy good music, but at over $16.00 per CD. and on Social Security Income~~~~~~~~ Outrageous Acct # assigned 3013159. Order #45156861.
     
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Posted by Alain on 2012-03-07:
My own policy is to never trust any TV (or Internet) ad, particularly since many of them use small, unreadable print at the bottom and some fast talking sales pitch to entice you to give them your credit card number. I believe you will find that you have a better chance of being bitten by a shark than winning some the prizes these companies offer. You might try challenging the charge with your credit card company and also contact your state's Attorney Generals Office to see if they can assist you since there are usually special departments to help the elderly.
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HBO GO Direct, Please!
Posted by Brooke97 on 10/10/2011
Time Warner,
Please make HBO GO available to those of us who are not going to pay $100+ per month for cable!
     
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Posted by Alain on 2011-10-12:
Send them a note via http://www.timewarnercable.com click on 'contact us' at the left, top of the webpage.
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Tw you suck!!!
Posted by Desperado457073 on 09/26/2011
Cant even finish a game
     
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Bad business
Posted by Panther2 on 06/21/2011
I call to council my services they told me that I sign up for another 2 years. I told them that I never received the letter in the mail. I have been on hold for 1 hour and 45 minutes. This company is bad ? They know that they don't send them letters they just let peope think they do. I 'm going to report them to BBB. They have got to be stopped with renew contracting on there own
     
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Posted by Alain on 2011-06-22:
You can report this to: http://fcc.gov/complaints
http://ftc.gov/bcp/consumer.shtm
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OK so now TW has outsourced it's chat line to India
Posted by Sh1751 on 05/29/2011
WOW where do I start. The area in which I live does not have 24/7 phone support for billing/ bill reduction. however there is a billing chat line available 24/7. When finally an "analyst " enters the chat room his name is "michael chapman". I am assuming that he has all my info from the form I filled out at the start of the chat. he proceeds to ask for the information all over again. Mind you there is a place on the form to asking if you would like a copy of the chat transcript via email which I checked and never received, which leads me to believe that the chat was never logged. after about 5 minutes of reconfirming my account, apologizing and asking for my patience when I finally asked if he could lower my bill he states he is a billing tech. well that's what I am inquiring about. he states that he will have to transfer me to another queque. OK fine, the next "rep" states his name is "Steven" (sorry I forgot the last name) again he asks me to confirm all the info I have already given 3 times so far. a little frustrated I ask "you cannot read the notes??" again he apologizes and asks for my patience. I copy and paste the notes from the beginning. about this time I have no patience and could care less about their apologies. all I want to do is lower my bill...........

The length of time between responses was getting longer and longer and finally I asked where their call center was located and was told it is in India. GREAT MORE JOBS BEING OUTSOURCED TO FOREIGN COUNTRIES.

The representative then asked what services I had and I am wondering to myself, no access to my account info so what is the use. Time Warner has figured out a way to discourage customers who have paid their bill on time every month for over 3 years to actively seek another provider.
great job.

I also received a postcard in the mail thanking me for being a "valued customer". it was to inform me of rate increases. I wish I had a way of informing them that they do not make me feel valued and maybe instead of providing all employees with free cable, internet and phone services, they might consider charging their full time employees a nominal monthly fee so that they wouldn't have to raise consumer pricing plans.

I am researching now and have found that by using 2 different services I can save $100 a month. Bye bye Time Warner and thanks for outsourcing all those jobs to India.
     
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Posted by NickL11354 on 2011-05-29:
Cable companies typically have a monopoly over a certain area. your choice is either to accept the posted rates or do without television & internet service.
Posted by momsey on 2011-05-29:
That's not really true anymore, Nick. It used to be the case, but in most areas, there are different options for cable.
Posted by Nohandle on 2011-05-29:
Agreed Momsey for metropolitan areas. There are still many rural areas and smaller towns with no choice if they want cable. Just as they have no choice if they want a telephone at home. They have to accept what's there and often competition has no desire to come into those areas.

The OP was obviously complaining about telephone support for problems. At least he found some alternatives. With some there are none.
Posted by GenuineNerd on 2011-05-29:
Other TV options include DirecTV and Dish Network (subject to many My3Cents complaints as well) and converter box/antenna. Internet options include DSL (not available in fringe areas) or 3G/4G internet via cell phone carriers and Clearwire (also hot for complaints.) And there's good old fashioned dial-up. I don't like it when customer service is outsourced to countries where people speak broken English with thick accents. Fortunately, TWC in my area (Cleveland, OH) still uses US-based support, which helped when I cancelled my digital phone/Road Runner service last year due to numerous problems-hopefully that customer service hasn't changed. The AT&T reps who connected my phone/DSL service was US-based as well, although AT&T outsources overseas as well. Hopefully companies will take a hint over the sheer number of complaints about overseas outsourcing of phone-based customer service that they start hiring customer service representatives in the US again...already some companies and banks are doing just that.
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