Time Warner Complaint - Old Digital Boxes
CULVER CITY, CALIFORNIA -- I've had to take four digital boxes back to TW in the last two months. The first box I returned could not receive a signal after TW tried to send me one through their lines so I was asked to take the box down to their facility near Fox Hills.
When I exchanged the box, I asked the Service Rep if I could have a new box and she informed me that there were no new boxes and that all of the boxes were refurbished. I took the second box home. The box was wrapped in plastic and when we removed that, we noticed immediately that there were scratches over the top of the box. My husband hooked the box up properly. The box didn't work.
I took the second box back to TW and was given another box. The second box lasted about 2 months and we lost our service an hour before the TW service center closed on a Thursday evening. I returned the third box and by 3:00 PM Friday, the box went out. We went through the rebooting procedure and even called the company for a signal. The box could not receive the signal from TW.
Time Warner sent a really nice Cable Repairman on Saturday to check the newest box. He performed diagnostic testing and the box received the signal. He also informed us that there are no new boxes unless a customer has HD TV which we don't have, He even informed us that the boxes available for their use were all repaired boxes. He stated that all of the service repairmen were frustrated by this as it makes them look bad. When he left our home, our cable was up and running and we were satisfied with the good people that work for the Time Warner family.
On Sunday, about 3:00 PM, the fourth cable box went out. I called TW and was told to reboot and wait 20 minutes for it to reset itself. It didn't reset so I called TW again and was told to do the same thing and wait five minutes. I even asked the phone representative to stay on the phone with me but he wouldn't as he was busy with other calls and of course, the box never reset.
When I called back TW, I spoke with a very nice Rep who understood our frustration and who tried her best to let me know that she was there to help me. But in the end, all she could do was ask her Supervisor to get us another home service call which will be on Tueday. TW promised to send out a Supervisor to see why we keep having this problem. We aleady presume that this Supervisor will temporarily correct the problem and that eventually, the FIFTH box will not last long.
I've been a Consumer of cable TV for 22 years. I must say that some of the people who work for Time Warner do the best that they can do with the equipment that they have available for their customers. I do however, believe that Time Warner is not fulfilling their contract by sending out faulty and refrubished equipment that doesn't work properly. Service is constantly interrupted by this deceit and incompetence by whomever repairs the boxes. Although TW is willing to give you a small credit for your discontinued service, they apparently are not willing to have more digital or cable boxes manufactured and service guaranteed for their Customers.
My family and I are discussing other options for TV at this time and if Time Warner doesn't do something for their PAYING customers, they'll lose us after 22 years of cable service.
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