Time Warner Cable - Unacceptable
Sales Rep and Technical Support
COLUMBIA, SOUTH CAROLINA -- After AT&T finally p*ssed me off for the last time I decided it was time to change providers.
I called Time Warner Cable the first of August and asked about how much basic TV and Roadrunner turbo it cost me, the woman over the phone told me it would cost me $72.66 a month. The woman took my personal information street address, social security number, that kind of stuff and, told me how would I like to pay for that over the phone or in person. I told her I would like to do it in person so I can pick up the equipment, she said no problem. After that it was about 12 o'clock we both hung up and I went out to eat with family.
It was 2:58 when I get up front at Time Warner Cable to talk to a person about getting the service and everything. The woman over the counter said that she saw everything was set up and all I would have to do is pay my first month for the service in advance and a deposit. I told her I talked to a woman over the phone and she said nothing about the deposit. The woman over the counter replied with they couldn't check my credit because I have none and that there would be a $50 deposit up front with the first service in advance, so the $72 became $123 before they would establish my service.
I paid it and she gave me the modem for the Internet. Now that's when I asked her when would it be turned on and she replied later on today if not Friday. She said for more accurate time description I would need to call the 1866 number and ask for more details.:
I got home and hooked up the internet modem and hooked up all my TVs and nothing was working. I called Time Warner Cable and they told me that there's a service appointment set up for Friday at 5 o'clock. I told the man over the phone thank you and have a good day. He told me the same and then we hung up.
I was home all day Friday and no one came out to my house. I called Time Warner back and I was told that there was no appointment for Friday that I would have to schedule one for Monday. I said okay now I gotta go all weekend without any service, what a drag. I setup a service appointment for Monday and the woman over the phone to be an all day thing from 7 a.m. till 10 p.m. And that the service technician could drop by anytime in between those two times, I said wow very accurate timing. Everything was set so we part our goodbyes and we hung up.
Was home all day Monday again no one came out to my house, shocking. I called Time Warner right before the calling center closed they told me I was still within the appointment time and can a rudely asked me not to call until tomorrow. I called Time Warner Cable Tuesday and they tell me the service appointment was set up for 11 to 12 that Tuesday, and they told me that no service appointment existed for Monday, I was just flat-out confused.
Around 11 o'clock there is a white Ford F 150 parked beside the utility pole across the street from my house at the neighbor's house. The truck had bags of potting soil in the back and a trailer attached with a large ladder in the trailer. He climbs the pole messed around with something for about 15 minutes got his ladder put it up and then left. My service still wasn't working.
Wednesday nothing else happened. The pole for the cable is in my backyard and no one touched it and my service still wasn't working so I called Time Warner back. The woman over the phone didn't tell me that could have been the cable man to hook up the service but she said that she didn't know for sure and in fact a service technician did report that he did hook up my cable but it wasn't. I told the woman over the phone I was getting pretty upset about this that she said that she scheduled appointment for tomorrow in between 11 and 12 for Thursday, she told me that that was the earliest appointment I could get on Thursday and I told her that it would have been exactly one week that I paid over $100 for the service that I'm not getting. She apologized, we both said goodbye I hung up and wait until Thursday. Boy was I mad.
The technician called directly at 11 and said is around the corner and we'll be there in about 10 minutes. Well he showed up 30 minutes later. I told him what happened about the other guy across the street he said he didn't know either. In my backyard he'd looked at the pole and told me it wasn't hooked up, I told him it wasn't hooked up. He climbs the pole and 60 seconds later all the TVs started working and the internet started working too. He asked me did I have any other problems and I told him no. I got the internet registered and it was working completely and so he left.
Time Warner Cable also informed me that I paid for service days I didn't get and there's nothing that they were going to do about it. That was a weeks worth of service I paid for down the drain and on top of it they charged me $50 for the service call to come to hook up my service that was supposed to be done right the first time. Right now I haven't brought that to their attention so it's still on my bill. If they decide to remove it or not I'll make sure to update this to let you know what happens.
Other than paying for service for a week that I didn't get, getting the runaround, lies and other stuff I have to say just watch with the sign up with these guys. Now that the service has been turned on I've been using it for a couple days and TV fine the internet is blazing fast and I think I'm paying a pretty good price so I'm happy for now
P.S Time Warner Cable Informed me if I left that my $123 for not be refunded it would go to a credit towards my bill First. A bill that I never got.
But what Time Warner Cable is trying to tell me about my $123 that they would keep it even know I left and never had any service.
Update 8/28/13 2:32 pm
Today Time Warner Cable has charge me $45 extra to install internet which they didn't and charged me an extra $30 for an "Easy Connect" follow up fee. I don't understand those two charges, but, together they add up to a whole month of service and I was told by representatives that they were first time customer charges and there are no way out of them.
I've already paid them a $123 in advance and now they're demanding $147 has my first bill, I don't know what these people are up to, but they're just downright CRAZY!
Also another thing is driving me wild they're charging me full price for my turbo internet, no promotional pricing nothing, this is how they treat new customers now I see why they only lose them.
I don't even have enough to pay the $72 myself my brother pays half of it and I pay the other half and together we can't pay $147.62. well then again it should have been a red flag that everyone in my neighborhood has AT&T U verse I'm the only one with Time Warner and now I know why.
The Internet is still fast the TV still reliable no issues but it's just too much start up fees. They are just trying to rip you off.
Once again I'm going to attempt to call them and ask them to remove those two fees or lose me as a customer.
Update September 9th 2013
Today I finally had those 2 charges for installation removed off my bill. after I called Time Warner Cable and talk to the first employee who was very rude to me he told me that there was no way out of the two charges, he refused to listen to me and I told him about my story about the first technician not showing up, and the second technician did what the first technician should have done in the first place. and he told me that the $45 fee was for someone to physically come out into my house and hook up my modem themselves, and that the $30 follow-up connect the is where I hook it up myself but didn't do it right and they have to send somebody out to do it right. but that's two charges shouldn't be together, it was so called hooked up by a professional then why was I charged because I didn't hook it up right, that's what I didn't understand.
He was being so rude to me and wouldn't listen to me then I ask to speak to his manager I had asked four times before I finally got transferred. once I got his manager his manager listen to me for about the first minute and then told me he would remove the charges on
there was no battle or arguing with his manager he just remove the charges right off my bill.
I've already paid my bill for this month switch with $68.50 for some reason. I have everything on.
I'm happy everything was resolved and I can continue being a Time Warner customer, but I would have been even happier if none of this ever started.
In the near future I plan to buy my own cable modem and save $7 a month of the finance fees that they charge for their modem I will post information to let you know how that goes, and I plan on downgrading my internet from turbo to standard. I'll let you know how that goes too.
For Now I'm happy with the service and I'm happy with the price.