Time Warner cable - Mistreatment of Their Customers,disgusted by Their Service
CORONA, CALIFORNIA -- I have been a customer with Time Warner ever since they took over Continental cable. Since the beginning, we have had an ongoing problem with tileing and freezing of the picture on our T. V.
The typical process for me is….I call for a technician to come out and they always have fixed the problem doing something out in the box at curbside. Then after six or so months, the tileing and freezing begins to build back up again. Oh by the way, each tech has a different lie as to why I am having this problem.
This “new way” of Time Warner is….. that when you make an appointment, there will be an automated call the night before and if you are not there to answer that call, then they will….. CANCEL….the appointment …..WITHOUT…..letting you know. That leaves the customer sitting home waiting for a technician to show up that is not coming, like our time is not as precious to us as your time. This has happened to me several times. This is…. NO WAY….to treat your customers and is wrong, wrong, wrong and a sure way to lose customers.
Then to add insult to injury, this last time I had to call in for the “same problem” I had another no show of the technician. Called back “again” for another technician to show up and usually the second time you make an appointment, they will actually show up, but only if you answer the phone an hour before they come out. If you miss that call for any reason, throwing trash outside, going to the bathroom, they will not leave a message to let you know its them, they just won't show up. Why would anybody want to stay with a company who treats us this way???
Then a tech did show up, and after staring at my TV for a few minutes (don’t know what that did) he said that the problem must be out in the street, and that he was not a street tech and I was told that he would send out a street tech the next day and hook up to my cable and screen for two hours to see if he could catch the problem. They never did this before. Why would Time Warner send out a tech that could not fix the problem which I told them before that the problem has always been in the street and that is where they have always fixed the problem in the past? I was told that I did not have to be here for that. I was here anyway just to see if one would actually show up…..he did not.
I called back and said that I was still have the tileing problem and freezing and was told that they would send out yet another tech. The techs name was ----- and I felt that he was the first guy to be honest with me and gave me some instruction as what to do to get to the bottom of this ongoing problem. He told me that if these things did not work, then to call back and ask for him so I don’t have to keep explaining the problem to new techs. I did just that as the problem still was not fixed. I talked with a girl named ----- who completely ignored me when I told her that I need ----- to come out. She said that she could not guarantee ----- would be the one to show up. I told her, then don’t bother having someone other than ----- come out as I would not open the door and it would be a waist of his time and mine. Her response to me……. “have a nice day Ma’am.” Then I called back to speak to a supervisor and got someone named ----- whose title was escalation specialist, whatever that means. He was sort of laughing at the problem, but told me he would see to it that ….. came out and then proceeded to ask me to call the next morning at 8:00am to make sure that----- was coming out. I told him I would, even though I did not think I should have to do that. I spoke to a man named ----- who put me on hold for a minute or two, then came back and promised me that ----- would be out that same day between the house of 3 and 4:00pm. Guess what happened……----- DID NOT SHOW UP, some other tech showed up instead. As I told -----, I sent him away. Another day wasted of mine through no fault of my own. Time Warner, would it have really been so hard for your employee tell me up front which day ----- can come out instead of playing these games with your customers. This is the last straw for me. At this point I am willing to go to any other service despite their own set of problems. I will not stand to be treated disrespectfully and lied to and laughed at and ignored by any company, yet alone putting up with the same problem for years. I WAS willing to stay with you even though you could not seem to fix the problem. As long as I could have six months of no tileing and freezing, I was willing to live with that. But your customer relations is getting worse and worse by the day.
It is sooooo funny to me that after an appointment is made the employee will say that I will be getting a call to see how I was treated by that person. You are more interested in how polite your employee was on the phone than actually hearing if they have fixed the problem and the frustration and lies the customer had to go through to get the problem fixed. I will not be fooled that you care by making sure the employees are polite on the phone, that is only a part of the problem. And I am not getting any of these calls that the employee says is coming my way.
I am left feeling that Time Warner no longer cares about the customers who keep them in business. I have been laughed at by your employees, I have been ignored by your employees, I have been lied to many times by your employees…… I am tired, very tired of being treated this way by the Time Warner Company. You do not run your business honestly, you treat your customers as if we have no alternative to switch to another service. We do, and I will. My husband and I are currently searching for a new service.
Yes, every cable company or dish service has their set of problems. It is not the problems that bother me, it’s the way I am being treated by Time Warner that is getting “me” (a long time customer) to switch to another service. I am really surprised that Time Warner is still in business the way you run your company. Its not right the way you treat your customers! You might want to think about changing the way you do things before you lose anymore long time faithful customers.