Time Warner Complaint - TRY working for them they are just as bad as the complaints I'm reading
The company in my area has gone thru a lot of new changes and not for the good. New management new technology and new rates. None of it has beneficial to either customer nor employee. I read so many complaints about how they representative never called back regarding and issue and or an issue never got resolved and the mistake still going on. Most the employee's at this time are worried to lose their job a lot of them are threatened on a daily basis there is a lot of fear. First all they are not encouraged to call anyone back it is an inbound call center. Yes the packages and products get messed up and no in a lot of cases it doesn't get corrected, It gets passed on to next chain of command and than forgotten most of the time. I'm sure that most of the rep's you talk to would love to help you and try to get you the best package possible but right now they don't have any gone is the day of 99$ rate and the 2 yr contract is really just full price but they took cost of DVR off if you do contract vs. non contract. there still are a few cheater's most times these are the pets due to higher sales made so they don't monitor them as often as the rest these people slam customer's so much they lie about what the rate really is and than the rest of the call center has to field the complaints and try to keep you. Those people are the real agents but so many agents are concerned about their job TWC is cleaning house yet again right now and rep's lose there job if they discount you in any way and or try to help you. There are no tool's to help the customer now. People have lost there job transferring you to the right dept even tho you get an agent it doesn't mean they are fully trained or have the resources the correct department can give you and as far as getting you a better rate now even if you threaten to cancel you still won't get that great rate anymore. Most all of the seasoned agents are gone the one's who actually cared about you the customer. And yes a lot of agents are to afraid to help you because if the do they will lose their job and fear is not very customer friendly. We get the service ourselves we know how much it really does suck. The system they work on is not very easy and the training is not very good they also do not update or teach the employees well about the services any good training would take them off the phone to long and TWC can't afford an agent to be off the phone they are restricted to how many times they can go to the bathroom the new system now monitors everything they do on the computer. Its past micro management its worse than the fbi checks or big brother watching you. Now the new agents tained in what is availabe now they don't care to negotiate to keep you and yes if you threaten to cancel they don't work with you if they do its bare minimum. Someone should really go undercover and find all the old scandals that changed the new office management. Employee's are not empowered to help and to dam scared to try. Also an employee has no one to turn to no one to protect them from the harshness or harassment from the job and when you complain because you have right's it secretly passed on and you get treated even worse and than when you think you can trust a human resource deparment to have your back they terminate you I know 20 people at this time scorned by this company and almost all of the were illegally and wrongfully terminated they lost there job merly helping you out. And yes it for stupid things like transferring you to thr right department so they can help ou better who would you want to help you someone who barely does the job your asking or speaking to someone who actually handles that same thing all day every day, or agents are losing their job for understanding your services were messed up and the company in the wrong and they give you an offer that it by standards there for cust and yet they lose there job due to a code on that item. This company advertises for new representative they put in there add that you must be able to work in an environment that changes rules and policies all the time. But they didn't say they could change from minute to minute and even if you do what your suprevisor ask's you to do if your on the hit list you will lose your job due to ever changing policy and they fit it to match what they want. So remember its not always that person is just bad at customer service I get that because I have exsperienced poor customer service but in most cases here it fear and in this economy no one wants to lose there job and there just trying to keep up with the hourly rule change.
All in all this is a company (well in this area) they do not care about the customer they are "all about the number's"