Time Warner Cable Complaint - Time Warner Customer Service Stinks
SAN DIEGO, CALIFORNIA -- Today, again, my internet service was intermittent, slow, or not at all. After an hour with Apple technical support, the problem was isolated to Time Warner service. Twice, after waiting on hold for 15 minutes each time for a Time Warner technical support person, two different technical service representative, after 15 more minutes with each of them, both disconnected the call while purporting to connect me with a supervisor. They both lied when they said there were no reported problems on their end and that service in my area was fine. I know because I went to Starbucks two blocks away and had no problem with my computer or internet connections. Starbucks uses AT&T.
Time Warner which is contracted to supply both internet and phone service to me has my phone number, but do you think they would call me back after disconnecting the phone call -- NO WAY. That would require them to care about their customers and extend basic common courtesy.
Why couldn't they just he honest? Why couldn't they send an email or have a recorded outbound message saying some customers were experiencing intermittent internet service and they were working to correct the problem? Why does a billion dollar company have 2 cent customer support?
They collect the money, but do a terrible job in the service dept. They hire high school drop outs, pay them next to nothing, have them follow a script and instruct them to disconnect the phone call if a customer asks to speak to a supervisor or someone with greater technical expertise.
They should take a page out of Apple's customer support model. Time Warner's customer service department and support protocol get a grade of F for FAILURE.