Time Warner Cable Complaint - The Worst Customer Service Experience I Have Ever Had from Any Company In Any Business
HEMET, CA, ARIZONA -- These Guys Can not get anything right. We all have complaints about the the packages the entire industry offers. In order to get the 10 or 15 channels you actually watch you have to buy 250 channels. But these guys just plain Lie.
My story is a long one and continues. So, get yourself a drink and settle in for my tale of woe that begins last summer. Smoke em if you got em.
I am always looking for a better deal for my home entertainment and a Time Warner representative showed up at my door offering what looked to be a good deal. All the channels I wanted for about $15 less a month.
When the Tech showed up (between 12:00 and 5:00) it turned out that on my second TV I would only get local channels and I would have to pay for additional basic cable. So I sent him away.
2 months ago another guy shows up. This time he assures me that I will get basic cable on my second TV and it was true. But, There was another problem.
I had become aware that many cable companies do not have the skip feature on their DVR Remote control, requiring you to fast forward through commercials, rather than simply skipping over them. He assured me that I could request that equipment. I told him no skip button would be a deal breaker. "No problem." he says.
The Tech showed up (between 12:00 and 5:00), no skip button. He tried to convince me that it was just as good, but I wasn't having any of it. A DVR without a skip button is a glorified VCR. I sent him away.
The salesman calls me back and explains that it was just a misunderstanding and I would get the equipment I wanted. I agreed and another chapter begins.
The tech shows up (between 12:00 and 5:00). This time he has the correct equipment. But, the second TV is not included and he wants to charge me for it. I told him to leave. He called his boss or someone and they told him to install it with basic for no charge.
He completes the installation and collects a check for the first month's service and leaves. It took me about 5 minutes to discover that I was only getting local channels and damn few basic channels. Soon after I got the follow up call from someone wanting to know if I was pleased. I was not. He told me he would get hold of the tech and send him back. If you think he returned I have some stock I would dearly like to sell. Now I'm pissed.
Since I had not yet canceled my account with DISH,
I decided that I would just Hook it back up and tell Time Warner to never darken my doorstep again. That is when I discovered that instead of unscrewing the cables from the back of my DISH DVR this clown cut them. Now if I want to Dump Time Warner I am probably going to be out cash for a DISH service call and without TV for more than a week. Because we all know they show up when they damn well please (between 12:00 and 5:00).
It was Saturday night and I spent all day Sunday trying to get customer service to come out on Monday and fix it. You know how that went, but they did assure me they would be here between 12:00 and 5:00 some day.
Monday morning I finally got through to a customer service supervisor, who got hold of a tech supervisor. Shortly (about 2 hours) he showed up. He seemed to be a nice young man and very professional. He soon had everything squared away or so I thought. I mentioned to him that the television had a fluctuating whine or whistle sometimes very soft and almost unnoticeable. He told me that it was my television speakers and there wasn't anything he could do. I accepted this reluctantly and thanked him for coming.
As I continued to watch TV that day the whine got really loud. So, loud I couldn't hear what was being said on the programs. It was obvious it was not my speakers. I called the Tech supervisor and he said he would be here at the end of the day. At 7 PM on a Monday night he called and asked if he could reschedule for Wednesday and he would fit me in. I'm now really angry, but I thought it best not to get in swinging distance of a Time Warner employee at that moment, so I agreed.
It's now Wednesday 6:00 PM and I still haven't heard from him. I found the business card he gave me and I called him. He said that he would stop on his way home from work. I guess he felt I hadn't waited long enough. But, he showed up about an hour later with a second DVR.
He installed the DVR and I informed him that I still wasn't getting all the programing I was promised. You guessed it, Liars lie. I was required to purchase another package to get History International. I told him to leave and I was not polite about it.
You might think this story ends here, But now another chapter begins, entitled "The Internet Fiasco". I play online poker. I have an account stuffed full of play money. It is play money, which is the only reason I didn't burn down the local Time Warner Office. My connection seemed to get dropped, always in the middle of a large pot that I was invested in.
Turns out that their modem was junk. But, they would be happy to come out in a couple of days (between 12:00 and 5:00) and take care of it. To their credit they did.
You think this story is over. Remember that stock, it is still for sell.
Last night around 11 PM a very loud crash emanated from my home entertainment system and the blue screen of death stared back at me from my TV.
This made me so angry I could not sleep. So, as I finish writing this the sun has risen on Sunday morning. There is a bright side to this episode my house will get cleaned since I won't be watching Face the Nation, Meet the Press or This week with George (how ever you spell his last name) Stephanopolis.
Now I have paid for a months programing in advance and have a bill for the 2nd month and I still haven't received a full continuous month of uninterrupted service. Do you think I'm going to pay it? YEAH I AM GOING TO PAY IT! Because dish and direct will be out some day between 12:00 and 5:00 to install my new service.
I am sure Time Warner Cares and will take care of the problem someday between 12:00 and 5:00. But, in the mean time I will be talking to nice people with thick accents all over the world, on Time Warner's nickel. What a great Monday it will be.
If these companies spent a fraction of the time trying to keep their present customers happy as they do trying to lure you away from their competitors, maybe they could build some brand loyalty and not need to give you those worthless movie channels as enticement to join them.