Time Warner Complaint - Time Warner service SUCKS!
FOREST HILLS, NEW YORK -- Incident 1
On 6/16/08, I inquired about initiating cable service for my apartment via phone call. I had scheduled an installation appointment for 6/19/08 for 2 cable boxes and internet service.
On 6/17/08, around 9 PM, I had called and requested that an extra cable box be installed. The rep had confirmed the added box on the phone. However, when the technician arrived 2 days later on 6/19/08, he had only brought 2 boxes. I was not too surprised as I have had previous experiences with these morons who can't get their stuff straight, but what am I going to do.
So to follow-up, on 6/25/08, I had called Time Warner again to re-schedule a time to have the 3rd cable box installed. Time Warner stated that an activation fee would be charged to me for adding the box. The rep said that the activation charge (approximately $20) would not have been charged to me if the technician had brought the 3rd box on the original 6/19/08 installation date. I told the rep that as Time Warner screwed up this simple task, they should have waived the fee for me as it was their incompetence that they did not bring the 3rd box on 6/19/08. However, the rep said they cannot waive the fee and that they conveniently do not have a record of my order change. I told them the date and time of my call, but they claim they only record the calls for “quality and training purposes only”. Repeated requests to speak to a manager were ignored. Convenient, right? All the while, this so called "customer-service" rep is giving ME an attitude and sighing, and just being plain unhelpful. Have I wrote how much I hate Time Warner??? It must be the fact that they know they are a big corporation and we are all little people to them.
In addition, another example of Time Warner incompetence is that AFTER I had the internet installed on 6/19/08, I kept receiving calls daily to my voicemail following up on my 6/16/08 request for internet service. Finally, after 5 days of this, I called them to tell them to stop calling since I had the . Time Warner and their employees do not seem to have the common sense to check their customer status before bombarding them with useless phone calls. Did I mention it wasn't even automated messages, but an actual person each time???
As I have finally started to complete the move-in process to my new home, after getting a TV for the bedroom, I noticed that the cable box they gave me was not an HD box (As I specified for HD boxes). My wife had called the so called "customer service" line again (since I really don't want to deal with these idiots especially when I am at work) to tell them their mistake and this rep (Aisha) tells her that Time Warner will have to charge us $30 installation fee... just a few weeks ago, they said the installation fee was $20. Do they just make up random numbers for fees on the fly or something? And what the heck are they installing? Isn't it just a simple exchange of boxes? Anyway, back to the story, this Aisha (pronounced I-EE-Sha) starts sighing again and giving my wife an attitude just for trying to help solve our problem. Is that part of Time Warner "customer service" rep training 101? I mean, how does a big company like that not realize how bad their customer service is.
I can just picture their training material titled "How to P.O. your paying customers":
1) Put your customers on hold at least 15 minutes prior to picking up. This way, you whittle down the number of people who you have to deal with as they will probably get bored and hang up. The customers that actually wait for a rep, will be too tired to argue effectively.
2) Dont solve their problem. Just keep giving them the run-around and try to charge them for so-called installation fees, maintenance fees, whatever fees you can think of on the fly to get more money for Time Warner
3) Give customer attitude. (Sighing loudly, or even getting belligerent with the customer is highly encouraged)
4) Refuse to let the customer speak to your manager.
I feel like that Time Warner really has those 4 steps noted above as part of their employee training programs!
To top it off, I used to have Time Warner when I was living in another apartment with roommates and I had cancelled service on 3/31/08. I had a credit of $37 coming to me, and they have yet to send it to me. It is not a lot of money but it just shows how under-handed Time Warner is... It is just the principle of Time Warner not refunding money due back to their customers. Yet, I noticed now, that these Time Warner characters, are so quick to cash my monthly checks. I sent out my check on a Tuesday and guess what? The check clears on the Thursday of the same week! Of course, after calling them twice regarding my refund of a measly $37, they still cant send out a simple refund check after 3 months??? UNBELIEVABLE! (yet believable with Time Warner)
Time Warner is the WORST! Their product is so-so at best, but their customer service and business ethics are horrible to non-existent. I am just unfortunate to live in a building where Time Warner is the only available cable and internet service provider. If you can avoid using Time Warner, do it! You will avoid countless headaches, and retain some sanity and brain cells by not dealing with these bunch of incompetents! I hope no one has to go through what I went through, but just reading some of these complaint logs, I see I am not the only one Time Warner is screwing over. Good luck to all who have to use Time Warner. You'll NEED IT!