Time Warner Complaint - Run away as fast as you can from Time Warner
MISSION HILLS, CALIFORNIA -- I don't even know where to begin with how horrible Time Warner is. I've been dealing with them since May 18th, 2007. Against my better judgment I brought my digital box to their Van Nuys office and exchanged it for an HD box. What a nightmare that turned out to be. I had to exchange a box before and the one I got in return the menu was in Spanish so I had to return it for another one. I didn't want that to happen again so before I left I asked if the person could check to make sure the menu was in English. She wanted to know why I didn't I fix it myself if it was in Spanish. I told her that if I spoke Spanish I would but I don't so I can't. She then told me she wasn't going to check. If it was in Spanish to call their Non-Customer Service. I got home and thank God the menu was in English, BUT the cable box didn't work. I called their Customer Service and the girl who answered proceeded to yell at me, telling me that I should have never been given the HD box, that a technician would need to come out. I told her that I had a digital box before that worked fine so no one needed to come out. All she needed to do was activate the box/send a signal to it. She refused. I asked to speak to a Supervisor. She said one would call me back within 2 days. It's been almost 3 months and I'm still waiting for a call back. A little later I called their Customer Service again and got another rude person. He said he tried to send a signal but it didn't do any good. He advised me to unplug the HD box from the AC. I told him I already did that several time and nothing happened. He then started arguing with me and told me to do it again. I told him that I worked in the Fiber side of Verizon and knew exactly what was wrong. The box needed to be activated. He wouldn't listen to me.
I finally got fed up and hung up on him. 5 days later a technician came out. It took him less than 5 minutes to fix the problem. He called their dispatch department to get the box activated. I was furious but I let it go. I let it go until the middle of July. I started getting pop up reminders that a program that I wanted to watch was on in 5 min. I never set any reminders. I called their Non-Customer Service again and the first thing out of the persons mouth was a technician needed to come out. I told him that he was wrong and it was a software problem. We were going back and forth for several minutes until I asked for a Supervisor. He told me one would call me back. I told him I have been waiting for a Supervisor to call back since May and wasn't waiting anymore. After waiting for around 10 minutes a RUDE so called Supervisor came on the line. He refused to do anything. I asked for his supervisors name. He refused to give it to me. I asked for the Local Managers name. Again he refused. I asked for the Area Managers name. He refused again. I asked for the President of Time Warners name. You guessed it. He refused again. I asked for their corporate address. He said to look it up online. I asked for their Customer Relations number. He gave me the same number as Customer Service.
I looked on Time Warners Web page for their address and Customer Relations number. I couldn't find anything. I finally had to call directory assistance to get their number in New York City. I got through to someone who said that they'd refer my complaint to their Presidental Office. About 9 days later I finally got a call back from the Presidents Office. The person who I'm still dealing with to this day is really nice and helpful, but he's starting to get me mad. We tried a lot of troubleshooting to get the pop ups to stop but nothing worked. We finally agreed that a new box should tried. At that point I made a BIG mistake. I decided that I wanted to get their DVR. The person in the Presidents office gave me the day and time frame I wanted. He also said that he would send a senior technician out. About an hour before they had to show up I started getting worried I would be blown off so I called their Non-Customer Service again. I explained my worries to the person who answered and asked if he could verify with their dispatch to make sure I wouldn't get blown off. He refused. I didn't ask for a Supervisor because I knew they wouldn't do anything. The technician finally showed. Late. I started to tell him what was wrong. It was a short and one sided conversation. This so called senior technician hardly spoke English. He tried for around an hour to get the HD DVR to work.
I tried telling him that my TV had to be on input 6. He kept saying it had to be on channel 3. Nothing worked on either setting. A little while later another technician came out. Thank God he spoke English. The second technician figured out what the problem was. The first guy had the cable box on a channel I don't get. I was so happy my TV was working again that I forgot that the TV had to be on input 6. I didn't notice anything was wrong until I went to a HD channel and I was still getting 480 resolution. It was a Saturday so the only thing I could do was leave a VMS message for the person I was dealing with in the Presidents Office. I also called him the following Monday. I told him I wanted someone that spoke English out that day at 3:30 PM. The technician did show at 3:30 PM and he spoke English. I told him that I wasn't getting 1080 HD resolution and my TV had to be on input 6. He looked what I had hooked up and said that I could not have my personal DVR connected to their DVR. I told him that the person in the Presidents Office said I could. He said that person was wrong. He started unplugging things and said my TV had to be on input 5. I thought that was odd since 6 is the HDMI input on the back of my TV. I figured he was right though since he got my HD channels working properly. After he left I thought about it and realized he was wrong. Everything worked the way it should except for the 1080 resolution until he started unplugging things.
I called the person in the Presidents Office again. He said I was right, and their technician was wrong. He told me how to hook everything back up. Well today I started to do just that. That's when I discovered the technician disconnected my HDMI cable and used component cables. I got the HDMI reconnected and tried to get my personal DVR connected the right way, but everything I tried didn't work. I left another VMS message for the person in the Presidents office saying I wanted someone out Monday at 3:30 PM. We'll see what happens next.