Time Warner Cable Complaint - Customer Service Sucks
CINCINNATI, OHIO -- Sometime when there is a power surge or an area outage and the wireless internet goes back to it's default settings so we can't log on with the password that we have set to it, so even though we can see the network on our laptops we cannot connect to it. It's a really easy fix where they just re-apply our settings remotely. The account is in the name of my roommates parents but they are old, tech illiterate, and they don't live here but they gave me all the information they thought I would need (account number, etc.) to get it fixed. First of all the automated prompt thing in the beginning takes forever! Second I talked to a guy who I could tell did not understand the problem because he told me to reset the modem which should not have been necessary.
It didn't work so I called back. I talked to someone else who tried to tell me that I might have to have someone come out because our laptops weren't recognizing the signal after I had already explained in plain English what the problem was and how it was fixed in the past. He proceeded to transfer me to someone else to set that up then that person realized I was misdirected and finally transferred me to someone semi-competent. I gave him my info only I didn't know the last four digits of the social security number of the account holder. And may I remind you I had to repeat my information to everyone that I talked to throughout the process even after I had given it to the automated system in the beginning! So this last guy said he could see the problem and that he could fix it but he wasn't going to because I was not the account holder. I was infuriated and hung up because I had just wasted 30 minutes of my life. Furthermore, if the customer service representative can see and verify that there is a problem with a service why would he not take the initiative to fix it regardless of who is asking?
I don't see how that is protecting anyone's security, it's just bad customer service and it's a nuisance. So anyways we had to have my roommates parents call the company and tell them to call us which was difficult to coordinate and very inconvenient for everyone involved. For example, I did not get to print off some study materials off the internet that I needed before work for an exam that I had the next day.