Time Warner - Horrible Customer Service
Sales - Complaint
NEW YORK CITY, NEW YORK -- Time Warner's sales department is atrocious. I called to set up high speed internet, and was told to pick up a self install kit b/c our apt already has a cable outlet. I went to pick one up, waited an hour in line, and then brought one home, only to realize that the cable outlet has been deactivated. So I had to call and schedule a technician appointment. The sales team told me that they had no record of an outlet ever being installed in our apartnement, and a tech would have to come and install one, but that he could install the outlet anywhere I wanted. When the tech showed up, he said he needed to connect to the the existing connection, which was in a room that happened to be locked at the time (roommates room). So I had to reschedule ANOTHER appointment with the tech, who finally installed our internet.
I'm paying for 50 mbps ultimate internet, but my connection is currently 1.5 Mbps, and I'm contacting them yet AGAIN to have this issue resolved. this is ridiculous. It wasn't even worth it to go through the hassle of switching over from Verizon!
Not to mention their ridiculously slow phone service. When I call, they're able to pull up my account with my phone number, but I have to re-provide my account information to whoever I speak with; what is the point of obtaining it in the first place if the person on the other end of the line won't have that information? moreover, they give you an option to leave a message rather than wait on the phone. When I selected that option, I was told that the mailbox is full and I had to disconnect, and call again.
I get that they have a monopoly and I can understand if that meant their technical service would be poor. But the best interactions I had with them was with their electricians, who were efficient and knew what they were doing. Everyone I dealt with in sales has been thoroughly, embarrassingly incompetent.
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