Time Warner - HORRIBLE Service- Cable, Internet and Customer Service
RALEIGH, NORTH CAROLINA -- I was forewarned by both friends and co-workers that I should not get TWC. Unfortunately, I had no choice since my new neighborhood has no other service for cable.
My first issue was convincing TWC that they had already run lines to my neighborhood and could provide me with service. I phoned at least 3 times, getting increasingly frustrated each time because no one was calling me back. I live in a new town home and my neighbor, as in we share a wall, had TWC. One day they were having service issues with their Internet, I ran outside and spoke to the tech who finally got me a phone number where someone at TWC realized I could have service.
When trying to get service, the salesperson "qualifies" the caller. They questioned me regarding what is my favorite channel, what do I like to watch, do I watch movies on my computer, do I play games. All of this to determine what service is best for me.
A few days after I ordered the service, I received a call from a salesperson, clearly trying to "upsell". She told me that for $5 more I could get faster-than-the speed-of-light Internet. I asked her, "exactly how slow is the service that I ordered?" I was trying to get her to compare it to Fios, which I recently had in Bmore. She couldn't relate the two. She scared me into thinking that I was going to be waiting for pages to load and so I allowed myself to be suckered into the next step up in Internet service.
Three days after I had cable service connected, it went belly up. No cable. I looked up the number on the Internet to call TWC and noticed that there was such a thing as a "Triple Play" which included phone, Internet and Cable for $15 less than I was paying for Internet and cable. Hmph. New issue. In addition to trying to get service to repair my cable, I also attempted to discuss why I wasn't offered that deal. I was told it was because I said that I didn't want phone service. I asked to have my service changed to the Triple Play, again this is three days after my service was connected, and I was told that it was only available to NEW customers. I spoke with a supervisor and was told that same spiel.
Instead of trying to determine for me what is best, maybe they should have told me the special offers and let me decide.
In the last two months that I have had Time Warner, I have lost service AT LEAST five times and had to wait at home three times for the not-so-customer-friendly 3-4 hr timeframe they provide for repair. Additionally, the call hold time each time that I have called is almost laughable.
For the last three days I had been repeatedly dropping my Internet signal on my laptop. I thought that the problem was with my laptop until tonight when I tried to use my notebook. I called TWC and they "simply" had to reset my wireless modem remotely. But WHY? Again, I've been frustrated for three days and it turns out that the equipment they supplied is the cause. What kind of service will I have in six months if it's this bad now?
As soon as another company provides service to my area (I'm told ATT&T is on the way) I will be moving on. In my experience, I would absolutely rank TWC as the worst company, as a whole, product and service, that I have encountered. The cable service sucks and the customer service is no better.