Time Warner Cable Complaint - Time Warner Customer Service is HORRIBLE!
GOLDSBORO, NORTH CAROLINA -- All of this has transpired within the past month with Time Warner Cable. I would like to add that we haven’t had any problems with the actual technicians. Our problems have always been with Customer Service.
On June 25th, 2008 we had R.R. installed. The technician did not give us an email address or a password. He told us we would have to call TWC to obtain it. On July 1st. our Internet was not working so I called TWC and set up an appt. with a technician when the problem could not be resolved on the phone. I then told the lady that when you call my home phone my voice service was picking up and taking calls although I had my phone turned off at the same time I added R.R. on June 25th, 2008. She transferred me to someone else who told me that there was some wrong codes put in and that is why my Internet was not working and my phone was still taking messages. He fixed the problem. Today (July 3rd, 2008) I woke up to find my Internet not working again. I called TWC and they gave me a work number and said my modem was bad then transferred me locally.
I waited on hold for almost an hour and a half on my cell phone (remember, I had my home phone turned off) before hanging up. I tried to call back multiple times from another cell phone while on hold and each time I would go through the automated system to the point where it was to transfer me to a technician and then it would disconnect. This happened at least 7 times throughout today. I was finally able to get back to where I was with the technician about to transfer me again when I asked him not to because of my earlier experience. He assured me he would stay on the line for about a minute. After a minute, he came back and said our local office was experiencing unusual high amount of calls and I could either hold or take my modem in myself and exchange it. I elected to take it in myself and exchange it.
When I got to our service store I started to explain that I was on hold for an hour and a half and she didn't even look at me so I exchanged the modem and took it home to hook it up. When I tried to connect to the Internet, it took me to the installation page where I had to call yet another time to TWC. He helped me get the Internet up and running again. I decided to try and set up my email only to find out that I had to call ANOTHER time to do so.... and again the technician had to connect me to someone else cause it was showing my password on file. After talking to the new technician and answering a ton of questions and searching for a number on my modem, I am finally to the point where I can take this survey. It is now 4:50 in the afternoon and I have spent the entire day trying to fix my Internet and get things set up. Needless to say, I am not happy that I have had to spend my entire day taking care of this matter and the amount of time on hold was extremely uncalled for!
July 22nd. We had a thunderstorm that knocked out our cable and Internet around 3:30 PM. I saw a technician working on the box across the street that controls my home cable around 8:30 PM. He left before 9:30 PM and I checked all my rooms for cable and my Internet and still wasn’t getting cable or Internet. I called and was told that there was an outage in my area and it was expected to be cleared by 10:30. I waited until 10:30 to call back when the outage should have been cleared and went through a series of steps with the lady who answered the phone who eventually said that I would need a technician out here but the soonest she could get one here would be Saturday and that she was going to expedite it and to expect a call back the following day (July 23rd) before 5PM.
July 23rd was my wedding anniversary and I called back at 4:30 when it became apparent that no one was going to call. I AGAIN went thought the series of steps of disconnecting the modem and the computer and reconnecting it so the lady could tell me what I already knew (that a technician was needed to come out here) and she transferred me to my local office in which I remained on hold for 2 hours (on my cell phone because remember I don’t have a home phone anymore) before hanging up. My husband and I were late for our dinner reservation due to the extensive wait time on hold with Time Warner Cable, the kids were bored without any cable or internet at home which made the babysitters job that much more difficult.
July 24th. I am calling back at 10:30AM. My call was answered at 11AM and I was told a technician was supposed to have already been out here. I told the representative that if a technician was supposed to have been out here, nobody told me. She then put me on hold and said that a technician will be calling within the hour to tell me when he will be here and that it will be today sometime. The technician called at 2:45 to tell me that he was outside.
All of this has happened within a month and we have not had even a day of compensation or apology. We are currently looking into Direct TV as we have HAD IT with Time Warner. I tried to find a place to file a complaint on their site, but conveniently had no luck.