RCN Complaint - Horrible Service, Even worse CS
NEW YORK, NEW YORK -- I got service in January 2007. I have 2 TVs, so I have 2 Digital Set Top Boxes. Both of them continually cut out - like I'm watching HD television on the internet, and I get a hiccup. It makes no sense - even when the shows are fully recorded - which means its hardware - and we've had it on both boxes - not just one.
Now here comes the horror story. I tried ordering some cable cards so I could use my new Tivo 3 PVR. I called them on the 16th, and after almost 90 minutes on the phone, waiting for a live person, and then waiting them to update the system so they could give me 2 cable cards per television they told me people would come on the 20th to install them.
On the 20th 2 engineers came, but they told me they only came to tell me that they are out of stock. I called their Customer Service number immediately, and after another hour I finally got to a supervisor who told me that they are out of stock, but I should get a call in the next couple of days when their shipment comes in.
It's now the 22nd. I not only called, but I emailed their support team as well. They tell me that people came to my apartment building on the 21st, and that since no one was home I should reschedule. After this email, I call customer service again and simply ask them - do you have the cards in stock or not. They don't have them in stock. So why would they tell me someone came to the house? They are full of BS - that's why.
Finally a customer service rep tells me that it could take one week, or 4 weeks, or 6 months. They have no idea how long it will take to get an order of cable cards.
I was so annoyed with their LACK of customer service, incompetence, and general rudeness I called Time Warner today and switched over. I'll have the cable cards and the service up and running on the 28th - 6 days (including the weekend) is not so bad - and their customer service is much friendlier.