Time Warner Complaint - A disgrace - HD Installation
LOS ANGELES, CALIFORNIA -- I wish I could say I was a satisfied customer of TWC, but at this point I am not even a customer...Let me preface this story by telling you that I work nights and don't get home till 6 am.
After a wait of 9 days for an installation appointment, a rookie tech showed up after calling and asking directions since he couldn't get his GPS to work. I guess that should have been my first sign.
After 3 and a half hours of fumbling, drilling a hole through the mall(did I mention I rent) removing all the wall plates and creating wire octopi using splitters and coax, he decided that both HD boxed he had with him were "broken" and he needed a new one...So he left, leaving the mess, the remote and power cable for the box and saying he'd be back after he picked up a new box at the office. Seven hours later, still no tech.
So I call, and the extremely unhelpful Help Desk tells me that he went home and that the best they could do for me is to schedule me an appointment for the following Saturday(a week in the future) or I could call back tomorrow.
Sunday Call 1 10:30 am - Apologies from the operator, and she will call Dispatch and get someone right out and call me right back...
Sunday Call 2 2 pm - Apologies from another operator and she will put a "request to call" in to her supervisor. I will be receiving a call withing the hour.
Sunday Call 3 4:30 pm - Apologies from the operator and informed that Supervisors did not in fact come in on the weekends and that I will be getting the call instead on Monday, and that for my trouble he would do me the huge favor of waiving my $19.95 installation fee. Really, wow, a whole $20!!!
Monday Call 1 - I am finally given to a supervisor and he assures me that he can get dispatch a tech that same day and should be hearing from them shortly.
Monday Call 2 - Supervisor #2 no one is available to come out today, the best he could do is Tuesday morning at 10 am. Fine. Whatever.
Tuesday 8:12 am - Time Warner's automated appointment confirmation service wakes me after 2 hours of sleep, and I confirm my 10-12 appointment.
Tuesday 10:45 call from unknown/blocked number rings twice and hangs up....no message.
Just in case I go out front to see if anyone is there. Nothing. Building manager is in her office 10 feet from the door buzzer and no one has come by.
Tuesday - Noon Call to Time Warner, request supervisor, get the extremely snotty Anthony who informs me that the tech was at the building at 10:45 and that no one answered. I told him that that was impossible as both the Manager and I were available. He then changed his story and said the tech made "contact" via cell phone and when there was no answer didn't come to the scheduled appointment. When I asked if he understood the word contact, and informed him that calling and making contact were not the same I was warned that if I wasn't polite he would "force" me to terminate my service...I think he meant he would be forced to terminate my service, but either way, a pretty ridiculous threat. Since, as you can see if you have been paying attention, there is no "service", hence my anger.
It should be noted that every person that I spoke with lied to me at least once, and that every call took over an hour to complete with less than 5 minutes of actual talk time.
So here I sit, waiting for the tech...again. I now have an "All day appointment" with no guarantee that they will show up and I am wondering if it wouldn't just be easier to move.
If you have the option - go satellite, because Time Warner has got to be the worst company of all time.