Time Warner Complaint - Time Warner poor performance and customer service
FRANKFORT, KENTUCKY -- After several service calls trying to resolve issues with unavailable internet connection, of late the cable has been unusable too. The time before last, the technician ran a new line and said he didn't think the problem was resolved and he'd be back after the weekend to try something else. We never heard from him again. We sent our service card back in stating the problem wasn't resolved. This last time we asked for resolution, a senior technician came and told us since it was an intermittent problem to call back when it happened (even after hours) and have the on-call tech come right then so he could see and evaluate the problem since it seemed to be working fine at that point. Within 2 hours, we were again experiencing problems so I called customer service again and repeated what he had told me to ask for. I was told first that the tech that had been at my house had gone for the day and after holding for 20 minutes, that no one would be available to come check the connection. After being disconnected (my second time today), I called back and the second service rep I spoke with was about the rudest individual I've ever had the misfortune of reaching. In the end, he told me that no one would have told me to call and ask for someone to come while the problem was happening. When I mentioned that a tech had already been there several times to try to diagnose the problem and that's why he suggested that I call when it was occurring, he seemed very annoyed and said "no one's going to drop what they are doing and come look at your internet connection." He then suggested that I either make another appointment (maybe a week from today) ... or find another company. I'm going to recommend to all my friends and clients that they don't use TW.
I feel like I've been taken month after month and that as long as I pay my bill on time, no one really cares whether I actually get what I paid for.