CALIFORNIA -- I have been with TMC for about 16 months now, after buying my new home in their neighborhood. Had been with DirecTV and AT&T for 15 years prior and was reluctant to switch but I thought maybe they have got their act together, as I had heard so many distressing encounters. So glad they don't put people on contracts, that's a huge mistake for them, anyway. The latest incident is my last. I have a 24-yr old daughter - just had a baby 8/9/09 in England so naturally I have been using the telephone a little more than usual. My bill got to $239 so some bureaucrat decided that all of a sudden I was going to stop paying my bills and pulled the plug on my line.
I have excellent credit and never not paid my way. I called them up today spoke with a representative and her supervisor, who insisted they could not unblock the phone so that I could congratulate and speak to my daughter, in fact when they knew it was a complaint call, the mood and tone changed, and I was spoken to as though I was a criminal that had just robbed them, and the supervisor with his bolshy attitude, "I'm Mr. big and one less power than the Lord himself", told me that I had to pay the $239 before they put the plug back in.
As I explained to him my bill usually gets to me by the 12th of each month I pay it on the 15th and you get your money before the 23rd due date and since it was only the 10th I could not see an issue and would pay it as always before the due date. Other issues I had was with the installation, slow internet speed, blackouts on the TV and every time I have called I always seem to get someone with an attitude. Maybe that's why they lost $16 billion in the 2nd qtr, and have laid off almost 2,000 employees. Instead of blaming AOL for its loss, maybe they should look at the grass roots, products, customer service and satisfaction.
My days with TW are over and I will be switching back to DTV this month. As for my Daughter, God bless her, gave birth to a 9 lb, 1 oz girl **. I will have to put my granddad status on hold until I find another way to get in touch with her. God Bless America and thanks for 16 months of hell with TW. It's about time customers unplug TW. TC.
TEXAS -- I entered into an annual bundle contract early last year to receive internet, phone and cable for one low price. I was nervous about committing to a contract but was reassure by the representative that it will be void if I moved for any reason. The end of the year I had to move and stay with a relative (who already has cable) for a couple of months. When I move I called Time Warner and ask to cancel service. The representative failed to cancel the service. Instead I received a bill over two months later from collections for over $1000 which included a past due + collection charge s+ breaking the contract fee.
I called Time Warner and the representative was loud, talked fast and sounded like she was chewing gum! I told her my problem and she just said there was nothing they could do, that the only way I could be released from the contract was if I was deployed or dead. I ask for a copy and she stated she didn't have one. When I ask to speak to a manager she stated that they would have to call me back. I insisted on holding then she put me on hold for a while. Upon returning, she stated that the manager said they would waive the contract fee if I paid the full amount, signed a two contract and paid the first month of service - that the fee would be applied after 60 days of service.
I never spoke to the manager! I reminded her that I lived with family. I guess she wasn't listening when I told her the first time! She then encourage me to switch my service to their address. How rude is that? I never complain about much but this is crazy! This account has been reported to collections and I will have to pay every penny. I will be moving next week and of course will NOT BE GETTING TIME WARNER CABLE!!!
CLEVELAND, OHIO -- I have lived in NY for years and never had a good experience with customer service. Then, I moved to the suburbs of Cleveland, OH and needed to deal with the service there. After having issues with getting the initial service connected, I decided we needed 2 more cable boxes. I called and had an appointment for the cable boxes to be delivered between the hours of 10am-12pm. I took time off of work to wait for the tech and everything. An unmarked truck was sitting in my driveway at 9:50 am. I was excited that they actually come on time - that never happens with Time Warner.
There was a guy in the truck and he appeared to be on the phone, so I figured he was just waiting until our assigned time to come to the door. I kept an eye on the truck through the window so I would know when he was coming to the door. Then, all of a sudden at 10:02 (I looked at the clock) he drove away! I went to the driveway so he could see me, but he just kept driving! He never even got out of the car to come to the door! I immediately called Time Warner, and after being on hold and listening to crap recording for 20 minutes, someone picked up. I told her that the man was in the driveway and then drove off.
She asked me to check the doors for a note (I guess they are supposed to leave one if no one answered the door) but there was nothing there. She tried to get ahold of the tech for ANOTHER 20 minutes, but he was unresponsive. She said she would call back if she was able, but that the company was unable to call a cell phone number (we don't have a house phone hooked up). That made no sense... She promised someone else would be there by noon, our scheduled end time for the delivery. At 11:45 no one had arrived, so I called back to see what the status was.
A different person, ** in the Cleveland office, informed me that the company would NOT be sending someone out. When I told her that I was promised someone would be here by 12 and that it was not our fault the tech did not do his job correctly, she pretty much said "Oh well, there is nothing we can do about it". I asked for a supervisor, but she refused to connect me to one. She said "It would be another week before someone could come back out!" Ridiculous! If the guy was here, why didn't he just come to the door!?!? I am furious with this company and currently looking into other options, primarily satellite.
Time Warner has no concern for their customers and their workers are completely incompetent. It amazes me that such a large company can have such disregard for its service department. I highly suggest staying away from this company - they are nothing but bad news at a high price!!! EVERYONE has issues with them - you will, too!!!
COLUMBUS, OHIO -- I had cable in the early 70's I think and it was TWC. Didn't keep it long, didn't need it or want it. So I haven't had cable for at least 20-25 yrs and I'm still a productive, up-to-date working full time sr. citizen. This guy comes to the door and says I can get TWC for free for 30 days. At first I declined but he insisted so I finally agreed with his "verbal" assurrance that after 30 days TWC would automatically disconnect me, and I would owe nothing. What a fool I was!!
The 1st clown that came out said he would have to run all new wire, OK fine as long as it doesn't cost me. When he was done he said "Another person would have to connect it to the pole", OK fine, no cost to me. That was done and I had cable - whoppie!! Then a few days later another clown came out to, you guessed it, install my cable. Uh oh this didn't bode well. So I explained to him in SIMPLE language that installation was done and I had cable. He responded good and called the company to "cancel his job" and proceed to his next appt. An hr after he left I had no cable - it had been "cancelled!!"
After several calls and several days I got my "free" cable reactivated and again asked if they were going to cancel automatically after 30 days if I didn't pay and that I probably would not be paying. I was assured they would. 31 days later I still had cable, 50 days later had cable, 60 days later still had cable, figured their problem not mine since my contract was for 30 days. 90 days later still had cable and received a bill for $221. Called and explained, they couldn't do anything about it. Called more and complained didn't need, want their garbage and wasn't going to pay.
I called and explained, complained, argued - 1 person said she take care of it- I'm still waiting. The rest of the clowns said they couldn't do anything about it. WTF, it's their mistake just delete my bill. After a yr with no resolution they turned me over to a collection agency. I disputed it with them several times to no avail. Now they have reported me to the credit agency's!!! They are so bass ackward you have to snail mail a dispute to them. I still have no intention of paying this bill and fortunately my house is paid for, I have no car payment and my bank and I are on very good terms so I have no problems getting loans at prime.
After I recover from some surgery I intend to make an appt with a CS rep. at TWC and go in and dump all the junk mail I STILL get from them (even though I requested a yr ago to be taken off their list) on their desk including the old contract and the new collection agency and credit agency bills. I might even print out all the complaints from this web site and include them with their junk mail. TWC sucks!!
SAN ANTONIO, TEXAS -- Wish to give accolades to one of your service people..** for his expert help in recalibrating our internet service. He not only provided us with speed and professionalism, but took the time to explain how and why the problems existed. He also checked each of our 6 televisions, cables in the attic, and reconnected Netflix. In this hurry-up world, it is refreshing to find a representative who is still interested in providing top notch service.
MOORPARK, CALIFORNIA -- Time Warner and CBS are having a dispute. We are long-time subscribers. Time Warner said they were giving me a $5.15 credit. I checked my bill and they gave me the credit, but raised the bundle rate $4 and the modem lease $2. What? I have been with them for a long time, but I think it's time for a change. Do I blame them for losing the CBS/Showtime channels? Sure. They're going to raise our rates no matter what the outcome. Why make us suffer first?
LOS ANGELES, CALIFORNIA -- Called four times, each time waiting well over 15 minutes each time, and was given a different story. All liars and unprofessional. Never had this kind of service experience, and on top of it you feel like you are dealing with a bunch of crooks.
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...
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 it's time to shop around for better service.