Time Warner Complaint - TIME WARNER'S INCOMPETENT TECHS AND CUSTOMER SUPPORT
LANCASTER, CALIFORNIA -- Wow, where do I begin. Before I moved over a year ago, I had Time Warner for two years. Had no other choices so I was stuck. They sent a contractor to hook up my cable. I didn't realize how sick he was until I heard him coughing and saw him break in a sweat. I stayed away from him, he did what he was suppose to do do and left. Later I found out that he dug holes in my doors, crown moldings and floor. I was a renter and didn't want to be responsible for the damage. I complained and they sent in his supervisor. He said too bad I should've inspected. I told him the guy was sick. He said I shouldn't have let him come in the house. I told him that he shouldn't have sent him to my house sick and I didn't realize how sick he was until a few minutes later. He said that he's not fixing it and I said fine let me call Time Warner's Office and he then said OK that he'll fix it. He did and in the meantime, he broke my daughter's hinge on her closet and hid it up on the shelf.
Another time I called to have my email setup and the guy had me on the phone for at least an hour complaining about the car accident he was in, the pain he was in, how much he hated his job and at the end of the call, didn't know what he was doing as far as helping me setup a new email account and by then I just wanted to get off the phone with him.
I had only a few minor problems after that which were worked out with continuous changing of my broken down cable boxes.
Last Sept I was moving because I bought a house. When I called to have my service moved, I was informed that I did not have to take my cable box to the office near me and to take it to my new home and if they needed to change it, the tech would take it with him. The tech came. He was there no more than 5 minutes and realized the work that needed to be done and started complaining that he can only stay for 15 minutes because that's all they give them in between jobs. I told him that I don't believe that all they give them is 15 minutes to do a job and then send them off on an hour drive to do another job. This guy complained for 1/2 an hour. He started to do the work. He couldn't run a line from one of my room to hook up my internet to the other end because he was in a hurry and it's something he's not suppose to do because they didn't tell him he had to do that. So this idiot hooked up my internet in my closet. That's right folks, my computer was put in my closet. He told that he couldn't take the modem from the old apartment because if he looses it I'm still responsible and would have to pay $250. He then told me that I have to call the office to schedule another appointment to transfer the computer from the closet to the spot I wanted it and that it shouldn't cost me anything for a return visit. Oh, he did hook up the cable. I called and got this ignorat representative, who happened to have a very heavy accent and I could barely understand him. He told me I had to pay $19.99 for the return visit and when I'd ask him why and explain, again, that I'm not suppose to, he would tell me a reason, but due to his accent I couldn't understand. I explained that I was having a hard time with the accent and apologized and he said "you don't know to know why, all you need to know is that you owe $19.99." By that time I wasn't very pleasant with him and told him he better watch how he talks with me and that it's my money and I want to know what I'm being charged for. We made the appointment for the next tech visit.
Finally 2 tech show up at my door. Come to find out, the initial tech didn't hook up my phone line. This idiot Mickey Moused it. He just put up the piece to make it look like I have a phone. Also, my internet wasn't working because he didn't hook it up right. The cable kept going out....same reason. A supervisor comes in and calls in 3 more guys to help. They were there all day (well over 10 hours). The techs told me that I should be getting credit for 2 months for internet and phone. In the meantime, they broke my bed moving it, they drilled a hole in my wall and without my knowledge, went into my garage and took a metal piece to open the cover in my closet ceiling and left it on the floor, and since I didn't know about it, I cut my foot on it when I went barefoot into my closet. Oh and did I mention that they were suppose to take the old modem with them, but they didn't. I called the office a few days later about my credit and they didn't want to give it to me. I asked for a supervisor and she was rude and told me that I should've called and complained about the internet and phone not working. I told her that I had an appointment and didn't see why I should have to wait on the phone for another hour wait time, only to get disconnected. She basically said that the techs didn't mention anything and I told her to ask them. She said that she will and will call me back. Of course, the liar never called me back. I had delt with a few different customer reps. One representative Rena, said that her supervisor Reni is good at investigating and that she will give her a message and she guarantees a call back within a couple of days. That was months ago. I called continuously and six months later I get a representative to say that she's sorry but it's been six months and she can't give me credit. WOW talk about playing games and jerking your customers around. Now in between all that, I had a few more techs in and out of my house trying to fix the crappy job everyone else did. Each tech was amazed at the crappy work that was done by the ones before. Each one was suppose to fix the phone, the cable and the internet. I constantly had to run up and down the stairs to reset the modem so my phone and internet would work.
I was driving home one night (about 8 months after I moved from the apartment I was renting) I get a phone call from a collection agency. Only to tell me that they've been sending me letters to my old address to pay up for the cable modem box that I was suppose to return. I explained that I was told to take it with me and that the techs had failed to take it. I told her that I'm not paying for it and I"m not driving out of my way to the next town to drop it off because they were lazy, careless and incompetent. She was trying to charge me a $17 surcharge fee for having to collect. I told her she better call Time Warner for that because I'm not paying. I called Time Warner and explained the situation. The woman set up a time for a tech to come and pick up the box and told me to make sure I get a receipt. She wanted me to call and deal with the collection agency as far as the $17 and I told her no way, I'm not doing it because it wasn't my mistake and incompetence. So she said she would.
I finally got tired of paying $155 a month and figured I can watch my programs online and the phone never worked so it was useless anyways. I finally got rid of their cable and home phone and down graded my internet. Of course eventhough they knew of all the issues they charged me $20 for installing or downgrading...eventhough the tech was there to shut off the other services.
I have not had working internet since that day. I have called and complained. They still could help me. The last representative I spoke with couldn't help me trouble shoot so she told me she'll put me on hold and get another department on the line and will explain to them what I'm going through. Well, she just passed me because I got a tech and she acted as if she didn't know anything (what a surprise). I was frustrated and told her that the other tech was suppose to put me on hold and let her know the story so I don't have to repeat it and she hung up on me. Today, I get a call from a tech saying that they're scheduled for a hard cut off and if I want the service to call billing and pay the bill. They want me to pay for something that's not working. Are you kidding me? I called the billing department and the lady was rude and asked me if I was going to pay my bill. I said no have it shut down and told her that I've been having issues with Time Warner for over a year and she got even ruder. I told her that I had already disconnected the box and to please ask the tech to knock on the door so he can collect the modem. She said no, that he won't knock on the door. I said why not he's going to be here anyways. She said I'll ask him but he won't you can just take it to the office...which is 20 minutes away.
So what I did was move my vehicle on top of the box so he can't get into it and would have to come and knock on my door. He didn't. He either didn't come or just decided that he wasn't doing it. Fine by me, I'm sick as a dog and not going anywhere for a few days so they can keep driving by.
Last week I ended up buying a cell phone which allows me to use it as a modem. So, for $85 a month (including tax) I get unlimited phone, text and internet on a phone that I can use as a modem for my laptop, as well as my daughter being able to connect with her laptop and IPod. GOOD BYE TIME WARNER. And I'll be damned if they're going to get the payment right away. They can take me to court...that's if I don't take them to court and sue them for my time first, as I have all the phone calls, all the reps names, all the times and dates and what was said. I think that if we all start keeping track and taking them to court and sueing them, then and only then will they start taking us seriously.