Time Warner Cable

Reviews 3

RA

Randy Cramer

Im going to add to whats already been said, but Im afraid I cant be unique about it. Namely because Ive had the exact same issues. The Customer Service is Terrible! It takes forever and a day to get anything done, and regardless of what you do or say, you are getting some sort of sales pitch about something you didnt ask to hear about, no matter what way you choose to contact them. Hold time when calling in is no less than 10 to 20 minutes every time Ive called. My service kept stopping on my internet, and I had the misfortune of having to call in for about a month straight to figure out what was going on. FINALLY, they sent a service man out to my house to see what was going on. Turns out the line had a bad connection at the pole. The guy they sent out was really nice, but he looked to be about 60 - 70 years old, God bless his pea-pickin little heart! He showed up in a van that wasnt a Time Warner man, so it was likely a sub-contractor that they were paying peanuts to do the work cheaply for them. He climbed up the pole, and his little knees were just a knocking away, and he was scared to death. I left him to go about his business, thinking he would be okay. I got a knock on the door about 30 mins later from him asking me to come help him out, and hold the ladder. I kinda felt it coming and obliged because I felt bad for him, and feared for his safety. He never should have been sent out alone anyways. Rule of thumb when working with heights is to always have a buddy. Poor guy! I called in recently, seeking information (1 simple question) about adding a bundle to my service since I only have internet through them. I simply wanted to know whether or not if I ordered cable, would I be able to use it on more than one Tv for the quoted price, or if there were additional charges for each room. I inquired about this using their chat tool on the website. Well wouldnt you know it, it takes about 2 or three minutes in between each response you get from the agent, and rather than answer my one simple question, he proceeded to ask me a dozen questions about my account. Whats you telephone number.., so I give it and 2 minutes go by, whats your address... I give it and 2 mins go by, whats your Name on account... and 2 mins go by, and then... whats your SS#s last four digits... Finally at this point Id had it, and gave him an ear full, stating that I wanted one question answered, and my account info was irrelevant to it. Instead of just answering my simple sales question, he continued to demand my info. Well... I now have my phone and cable through someone else do to this guy thinking I owed him half a nights worth of my precious time, just to get a simple question answered. I fell behind on a payment once, and they stalked my phone for days, always during regular work hours. When I got a moment, I was understanding and gave them a call to let them know the money was coming, and that I just didnt get a draw off the job I was doing yet. I made payment arrangements with them that we both agreed on, and all was "well", according to them. Well, wouldnt you know it, I continued to receive calls from them, at least 4 times a day, for the next week, asking me to call in and make a payment arrangement, though I had already done it. I called in and complained about it, demanding they take note of the payment arrangement Id made, and to quit calling already. The lady stated that there was nothing she could do about it, and though Id already made a payment arrangement, they were still going to call and ask me to set up "a payment arrangement".... What the...! Overall, Id have to say its some of the worst service Ive ever gotten out of a company in general. Unfortunately where I live, there isnt a better alternative. When working, the actual internet connection itself, is pretty good. Its the only thing they have going for them, and if it werent for that, I doubt they would exist as a business in general. Trumped the market, so they do whatever type of thing, if you get my drift. Nothing new I suppose.

CO

Courtney

In disbelief with how unprofessional the customer service department is. A TWC cable tech randomly knocks on our apartment door, opens the door and yells TWC. Its 9:30am - Im still in bed, not dressed properly, and this guy randomly shows up to our apartment for an appointment we did not schedule. Luckily my dog scared him away the first time. Later that day around 3:30p, a tech knocked again. I guess TWC needed to switch the apartment complex from analog to digital . After the tech left, we lost all internet and cable access. We call TWC and they said they couldnt send a tech out for another 2 days after they made this mistake on an appointment we didnt even request. We stated this was not acceptable - we needed someone to come back out immediately. They finally scheduled us the next morning. So next morning comes and the tech does not even show up for the appointment time slot. We call TWC and one rep says the guy saw other TWC reps so he thought they were fixing the problem so he left?? Another rep we talked to stated the tech knocked and called. Neither of these were true - we waited for the tech the entire time - no knock, no phone call. We call back AGAIN and the rep (Phyllis) says they cant take our word that we are telling the truth - they just accused us of lying and stated there is nothing they can do other than re-schedule another appointment but she couldnt give us a day or time when the next appointment was available - that he would show up...so we were expected to just wait around all day for this tech to show up but if we werent there then we are back to square one. Phyllis would not transfer us to another rep or supervisor to help us - she only offered to compensate our troubles with a $25 credit. We call again to speak with another rep (Penny)- she tried to contact the dispatcher while we were on the phone and couldnt get a hold of him. She said she would call me back once she heard from him. Never got a call back. Called AGAIN, finally someone was able to set an appointment for a time between 8p-9p that day...well the tech shows up around 2p - no phone call - no warning. I was heading out for work and had I been gone already, we would have missed the appointment again because of the poor communication with TWC. The tech that fixed our issue said it was a simple fix and that the group of TWC techs that came in the other day did not do their job correctly. After all the trouble they caused, the only thing they can offer is a $25 credit. We will be switching to another company.

BR

Brittany McCormick

Like most people have already stated, the customer service here is beyond terrible. Had a technician come out on Monday 11/09 to install their premium bundle package which includes high speed internet and 200+ channels. The tech seemed like he was in a hurry and talked about how he was wanting to move and how he had houses to look at later. He was there and gone within 20 minuets at max, without checking to see if I got everything I was supposed to. After the technician left I found that I got maybe 35 channels at max and promptly the company to see if I could get him back out. Calling tech support was an absolute disaster. I called and spoke with a Megan who was obviously foreign and asked me for the same information 5 times over until she finally said she couldnt understand me due to my accent. I live in Ohio. Not much of an accent here. She said that my account was not showing active and she couldnt find my address in the system. Needless to say we went around and around for a while until she finally found it. Then she said that my account would need 30 minuets to be fully active and she would call me back at that time. I waited the 30 mins and Megan called me back to, alas, my channels still not working. Megan advised that it would take 1 hour for my account to be fully active and she would call me back. Again, I waited for her to call me back with the problem still not fixed. Finally she said she would send a technician out Friday 11/13 without telling me what time she was going to do so. Never got a confirmation email or anything so I called today to verify that someone was coming out. Good ol Megan never set up an appointment at all, go figure. At this point Id be more then willing to give Time Warner all of its equipment back, or stick it somewhere unpleasant. As a new customer, Ive already had enough with the company.

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