Time Warner Complaint - Time Warner Drops The Ball and Doesn't Pick It Back Up
I live in L. A. and recently my girlfriend and I moved from Sycamore Avenue, 3 miles up the road to Fairfax Ave. We rent a small one bedroom unit. When changing our Time Warner Cable and Internet Service(which we had been subscribing to for the past 2 years) the customer service representative suggested we close out the old subscription and and start a new service because it would be cheaper than a transfer. We said sure, who would not want to save a buck or two in this economy. They said to have the old cable box ready as well as 100.00 dollars and they would mail us the old bill which was around 100.00 to the new apartment. The cable was installed on a Thursday. On Monday, we got home from work and noticed the service was interrupted. We called customer service and spoke with a very rude uncaring agent who said they had sent our old bill to their internal collections and that our new service would not be turned back on until we called the collections department and paid the debt in full.
We were very confused by this as we were instructed step by step how to proceed with the changeover by Time Warner themselves and followed precisely as asked. I asked how this could be as in two years we were never late or interrupted and never had a problem making payments. Also, they were JUST IN the new address installing the box 3 days prior!! Nothing delinquent here. They obviously made an error, either with paperwork, instructions to us or a glitch. Alright, I can understand that this is not a perfect world but when I asked the first agent I spoke with for help, not only was he rude but he was not trying to understand what happened and said we had to pay first and call collections between 9-5 the FOLLOWING DAY! We just worked 12 hours and want to relax in our new place after moving all week.
He did not even listen. Annoying, but HERE IS THE REASON I AM WRITING THIS.....I called back and asked for a supervisor immediately and got one named PETER. When I explained the situation he said sorry there was nothing he could do. He said he cannot or will not make any customer exceptions. He did not offer any type of compensation or even a kind word. When all I wanted was for him to at least admit that it was an error on their part and not fair he said "it is a matter of opinion"!!!!
Being in customer service for years I was shocked that someone with no empathy or people skills could be put in a position such as that. I also asked for a manager and he said it would take 24-48 hours for a call back. I said that if a manager calls me and apologizes for this inconvenience and accepts responsibility for their mistake I would not write any bad reviews and move on. Well...I paid up my bill in full so they got their money but I never heard back from a manager. Extremely unsatisfactory customer service from PETER and Time Warner. Sorry Pete I gave you a chance.
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