Time Warner Complaint - Can Time Warner GET any worse???
ALLEN, TEXAS -- While I can't say Comcast offered great customer service, I can say that it was good enough for us to stay with them for several years. Recently, Time Warner took over our area and things have gone down hill steadily.
Our internet service dies for days at a time and no one seems to know why or be able to fix it. Our neighbor's dies also, but not at the same time ours does! Calls for repair result in lengthy holding times, and then the service reps are clueless on solving any problem involving more than a standard scheduling call.
We recently thought we would take cable TV as well and tried to get it installed. First appt., the technician is running late and doesn't even show up. Instead of moving us to the next day or giving a priority rescheduled time, we were told to CALL BACK AND SCHEDULE A NEW TIME for installation! So we did. This time, the tech comes out and can't get the installation done, even though cable was wired and running in the house two years ago. Again, we are told to reschedule the installation. So we sit on hold for 30 minutes, tell them our tech said we need an inhouse tech (TWC employee, not a contractor). They schedule it for about two weeks out. On the scheduled day, the SAME technician rings our doorbell. This time, he WAS able to get TV running, with my husband's assistance. However, he managed to break our internet and couldn't get that fixed. He tells us to again call TWC and schedule a repair by an inhouse tech. TWC says no-can-do--the tech should call his supervisor. So we are stuck between TWC and their contractors with no one being willing and able to get our service back. So once again, we sit on hold and schedule a technician to fix the internet, praying they don't send the same guy back again. We ASKED for an inhouse tech and were told they simply schedule and can't guarantee who will show up.
There's actually much more to the story than this. I've left out several very frustrating steps.
All I can say is, we are now looking into DSL or fiber optic, and satellite TV, and damn the cost--if we can get some decent customer service, it will be worth every penny!