Time Warner Cable Complaint - The Saga Continues - Digital Cable Installation
HIGH POINT, NORTH CAROLINA -- It shouldn't be this hard for a cable company to install cable!
First of all, when I contacted Time Warner Cable to inquire about digital cable, phone, and internet installation, I asked if I would need a receiver box for every TV in my home. The service representative said all that was required was an amplifier and everything would be set. I made the appointment for installation. I was told to expect someone from 9:30am to 11:00am.
At 11:25 the day of the appointment (Wednesday), I received a call stating that the technician was running behind and would arrive between 12:00 to 12:15pm. He installed the phone and internet services, but then informed me that I needed an amplifier (I already knew this, and would've thought he would, too), but he 'didn't have one on the truck' and would return Thursday to finish the job. He acquired my phone number and said he'd call before he returned. Good customer service would dictate the technician to give priority to any job left incomplete the day before. For this reason, I expected to see him Thursday MORNING.
When it was 4:15 in the afternoon and I still had not seen or heard from the technician, I called to find out if he would arrive soon. The lady I spoke with put me on hold so she could ask him what was going on. When she came back on the line, she said that he was finishing up his last job of the day, then he'd be right over. He arrived around 5:00pm, amplifier in hand. He went to hook up the amplifier he'd brought, but wouldn't you know it- it DID NOT WORK. He said, "This a brand-new one, right out of the box. I knew I should brought more than one with me. This happens to me all the time." I found myself thinking that if such is the case, why had he arrived unprepared, but I said nothing to the effect. Instead, when he promised he'd 'be back tomorrow', I told him that now that I knew he'd come, I wouldn't call again.
Once again, I sat at home ALL DAY Friday, waiting patiently, but when it was 6:30pm and I still had not received any calls and he wasn't there, I decided I had been patient enough. I called to find out what was going on. I was informed by customer service that the technician was finished working for the day, but the representative put me on hold to call him. When she came back on the line, she apologized and said that the technician had not turned in the work order, so they had no record that my cable installation remained incomplete, and that the equipment warehouse had already closed for the day. I wasn't too happy about that, but I didn't want to take my frustration out on the rep, so I agreed to wait until this morning (Saturday) for installation to be done. The technician who arrived this morning was a different guy (which I must say pleased me). He installed the amplifier, gave me an instructional book for the DVR, and was on his way before I could check the other televisions to be sure everything was working as it should.
I cannot believe I have to report this, but it turns out the lady who said I only needed an amplifier was wrong! I DO need a receiver for each additional TV, and this would wind up costing me an additional $22.50 per month than I was originally set to pay!!
I will be calling Time Warner Cable on Monday to see what needs to be done, but for now, consider yourselves warned... and as for me, the saga continues.