Time Warner Complaint - OK so now TW has outsourced it's chat line to India
WOW where do I start. The area in which I live does not have 24/7 phone support for billing/ bill reduction. however there is a billing chat line available 24/7. When finally an "analyst " enters the chat room his name is "michael chapman". I am assuming that he has all my info from the form I filled out at the start of the chat. he proceeds to ask for the information all over again. Mind you there is a place on the form to asking if you would like a copy of the chat transcript via email which I checked and never received, which leads me to believe that the chat was never logged. after about 5 minutes of reconfirming my account, apologizing and asking for my patience when I finally asked if he could lower my bill he states he is a billing tech. well that's what I am inquiring about. he states that he will have to transfer me to another queque. OK fine, the next "rep" states his name is "Steven" (sorry I forgot the last name) again he asks me to confirm all the info I have already given 3 times so far. a little frustrated I ask "you cannot read the notes??" again he apologizes and asks for my patience. I copy and paste the notes from the beginning. about this time I have no patience and could care less about their apologies. all I want to do is lower my bill...........
The length of time between responses was getting longer and longer and finally I asked where their call center was located and was told it is in India. GREAT MORE JOBS BEING OUTSOURCED TO FOREIGN COUNTRIES.
The representative then asked what services I had and I am wondering to myself, no access to my account info so what is the use. Time Warner has figured out a way to discourage customers who have paid their bill on time every month for over 3 years to actively seek another provider.
I also received a postcard in the mail thanking me for being a "valued customer". it was to inform me of rate increases. I wish I had a way of informing them that they do not make me feel valued and maybe instead of providing all employees with free cable, internet and phone services, they might consider charging their full time employees a nominal monthly fee so that they wouldn't have to raise consumer pricing plans.
I am researching now and have found that by using 2 different services I can save $100 a month. Bye bye Time Warner and thanks for outsourcing all those jobs to India.