Time Warner Informative - BUYER BEWARE - Time Warner lies and does not give consumers what they promise them
CULLMAN, ALABAMA -- I am currently in a dispute with Time Warner Cable Company and have filed a BBB Complaint (not sure if it will do any good or not). However this is the situation and I feel that other consumers should be made aware of it.
I had been a Dish Network customer for several years. When I discovered that Time Warner had brought cable service to my area I decided to call them to see what they could offer me. I called the company's toll free on 01/24/07 and was told they had a special "Dish Winback" promotion, in which I would get a 50% discount off my cable service as well as all my digital box equipment and fees for free for one year. At this time I asked if there was a limit as to how many boxes this applied to and I was told "NO". So I ordered the service since it was supposed to be saving me money and it was connected the following day on 01/255/07.
The first bill I received dated 01/25/07 was for $62.28 which included an activation fee of $29.95. It also reflected the 50% discount and all the equipment and fees for free as promised when I signed up for this service. However the next bill I received dated 02/26/07 was for $151.65. On 03/05/07 I called the company and asked them why my bill was so high. At this time I spoke to operator # MWL, he informed me that I had been told incorrectly and that only one digital box was for free and that not only did they need to correctly charge me for this month but that they were also going back and charging me the difference for the previous month as well. at this time I told him that I felt as if I was mislead and led to and would like to talk to a supervisor. He told me that he would "escalate" my complaint and someone would be in touch with me. I also asked him if all phone conversations were recorded and he said yes... so I said it should not be a problem to review the original conversation I had with the person who signed me up to hear what I was promised. He simply said he would have a supervisor contact me. I told him if someone would be calling me during working hours that they needed to call me at my work number which I provided to him. He said that would not be a problem.
By 03/07/07 I still had not heard from anyone, so I called the company again. This time I explained my complaint to operator # TXT. I was placed on hold several times. Finally he came back and said that the problem had already been addressed and there was nothing more to be done. He said someone had already called and spoken to be about the situation. I told him this was news to me since I had not talked to anyone since the phone call I placed on 03/05/07. I asked him who had spoken to me and when.... Finally he said well there was a record of their phone contacting my phone. I asked them what number they had called and if there was a record of me requesting them call me during business hours at my work number. He said there was no such request in his notes. I again asked if phone conversations were recorded and he said yes and I told him that if he checked then it could be verified that I did provide my daytime work number. I again asked to speak to a supervisor, and he told me that my case had already been handled and there was nothing that could be done. Basically I was told incorrect information and this was now the amount I owed. I asked if there was a corporate number I could call or anyone else I could talk to since basically his company had liked to me about the service, promotion, and price just to make a sale. He said there was not a number but I could write a letter if I wanted. I asked if there was a local office. He gave me the address and I went there on my lunch and explained the situation again. However their supervisor was at lunch also. I told the woman at the front desk how upset I was and how I was lied to and wanted my situation resolved. I asked for access to the original taped conversation in which I was promised the "Dish Winback" promotion and the free equipment for a year, she said she didn't know who had access to those tapes but they are supposed to be recorded. She also said that there have been several complaints about the customer service or lack there of from the company's toll free number. I left my number and asked for her supervisor to call me. Sometime later I finally received a call from the Cullman Office supervisor who explained to me that her hands were tied and she was sorry that I had been given incorrect information when I signed up for their service. I have written and mailed a letter to the General Manager of the local office to have him forward my complaint to their corporate office.
In my opinion Time Warner is a large company and this is not the way they should conduct business. I feel as if they have broken the law, misrepresented their company and lied to me as a consumer. I feel that even if their authorized sales representative did give me incorrect information Time Warner should honor the promotion that was explained to me. Why would I change companies not only to pay more but to be treated with such disregard and disrespect?
I looked up Time Warner and am including a link of their values as a company.
(The following is an inclusion from Time Warner's website)
These elements form the foundation upon which we build our continued success.
We thrive on innovation and originality, encouraging risk-taking and divergent voices.
We value our customers, putting their needs and interests at the center of everything we do.
We move quickly, embracing change and seizing new opportunities.
We treat one another with respect-creating value by working together within and across our businesses.
We rigorously uphold editorial independence and artistic expression, earning the trust of our readers, viewers, listeners, members and subscribers.
We attract and develop the world's best talent, seeking to include the broadest range of people and perspectives.
We work to improve our communities, taking pride in serving the public interest as well as the interests of our shareholders.
I don't feel that Time Warner has upheld any of their values as a company in the way in which they have lied to me as a consumer and treated me disrespectfully. I am sure I'm not the only person who this has happened to but I might be the only one willing to fight for what I believe in. Which is honesty and integrity in business practices.