Time Warner Complaint - Worst Customer Service of My Lift
I had the worst customer service experience I have EVER had several days ago, when I called Time Warner. I had just moved from an address in Cleveland, Ohio and had called approximately a week before I moved to cancel my cable/internet and get the information of the office that I would drop of my DVR and road runner cable modem. The representative game me the wrong address (added an East to a road that wasn't there) and told me I could drop it off on Jan. 2nd (which was a Saturday). I had to drive out of town that day. When I went to drop it off, I couldn't find the address, I had to call Time Warner AGAIN, and you know how it is virtually impossible to get a real person on the phone, but finally got the write address, and found out the office was closed. There was nothing I could do at that point, so I took the DVR and road runner modem with me and figured I could drop it off in an office in North Carolina, where I was moving.
When I called Time Warner to tell them what had happened, and ask if I could speak to a manager (I felt like I had wasted a lot of time due to misinformation--even though that customer representative was at least really nice and respectful) I was blown out on the phone by a representative I wish I could have recorded that conversation, and I would have posted it all over U-tube it was so bad. He literally was yelling at me, saying "Ma'am! It was your responsibility, it is your fault! not ours! Ma'am! You cannot talk to a manager, I decide if it is appropriate if you talk to a manager, and this is not an acceptable reason!" He literally was yelling, and I was literally crying at the end of the conversation. I told him, that an apology would be nice instead of bullying me, which was exactly what he was doing, he gave me a sarcastic apology. I have NEVER, EVER been treated so badly. I told him that I thought they should make an exception and let me return it in NC, they refused, he told me I had to mail it to Ohio. I told him that they should have to chip in, he told me that wasn't even an option, that we would talk when it was returned. Here's the dilemma, I NEVER want to call them again. I still can't believe how rude this guy was, and that Time Warner allows their reps to yell at their customers, and not allow them to speak to managers. I would be fired from my job as a nurse immediately, if I spoke to a patient/customer like that! It doesn't take a genius to know how to give good customer service, if they had allowed me to talk to a manager, then apologized (without me asking for an apology, and were sincere about it), I wouldn't have been upset, just a little irritated to be inconvenienced. They have no idea how to give customer service. I wish you guys could have heard the conversation. Unbelievable!
I figured I would share to other examples of poor service I received from Time Warner as well:
Several years ago when I paid a bill, they credited someone elses account with my check, were telling me I was overdue, when I faxed them a copy of the cashed check to them (by them!), and asked if they would knock off some money for my inconvenience, they told me they would knock off the late fees only. The late fees that didn't apply to me, b/c my check was cashed by them on time...the idiots just credited the wrong account!
When I ordered my internet at this last apartment, I have a laptop, so I asked for wireless, I was informed, "Well, ma'am all out internet is wireless," which it isn't and of course the guy showed up at my apartment and hooked my computer up to non-wireless interent. The woman was so busy trying to sell me more services ( i.e. get this service and we can fix anything in your house...), that she didn't even listen to what I was ordering.
My question is, what do you do when Time Warner is a monopoly?!?
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