Time Warner Complaint - Abysmal Service
PORTLAND, MAINE -- I have been a subscriber to TW since May 2010. Virtually every contact has been dreadful and intensely frustrating.
My first contact was online to subscribe and set up my account. I provide info and was contacted quickly by a TW representative (I thought: "pretty good and responsive service). The representative took all the info and offered a special deal on the cable TV and internet package, and a free trial for a security service. The call took about 20 minutes but the representative was pleasant and efficient.
I was told I would need to contact the local office for installation. When I did the next day, the local office had no information on. I explained the call, gave confirmation #, etc. No luck. I had to go through the same procedure again. When finished, the price quoted was $20 more per month than quoted and no trial offer on the security service. I complained and was told that TW does not make special offers; this couldn't be the case. I was flabbergasted: this person was basically calling me a liar. I was transferred to a supervisor. She said she would look into it.
Next day, I was told that I spoke with an independent marketing firm that represented TW and they had no right to offer me special and TW did not offer security services. I explained that the person I spoke with represented herself as TW. Period. And TW should honor this verbal commitment. It shouldn't be my problem.
Fast forward. A DVR 3 month trial came with the service. Today I get a bill that shows a charge for DVR beginning next month. I call and say no thanks; please delete from bill. I was told that in order to cancel the service, I would need to remove the set top box and return it to the TW office in another town and get a new one. I didn't ask for it in the first place, and now I have to do their job.
I HAVE NEVER DEALT WITH A MORE INEPT, CALLOUS, UNPROFESSIONAL ORGANIZATION IN MY LIFE. IT ASTOUNDS ME THAT THEY STAY IN BUSINESS. AND IF IT WASN'T A MONOPOLY (IN MY AREA), I AM CERTAIN TW WOULDN'T LAST LONG.