Time Warner Cable-How Not To Do It

[Mistral]

So, my wife arranges a service transfer to our new place, effective 12/5. A week later(11/16) TW cuts off our service. 3 hours of cell phone time later she manages to get it restored. Then TW Customer Service calls us 2 days later asking why we've canceled. We explain what happened and are granted a $35 credit for our trouble. The gentleman sets up a new transfer order and says he'll call us on Tuesday following to verify its in the system. No call. My wife calls back, explains issue and verifies transfer order. She coaxes a 2 day credit out of company(about $17). She's informed our next bill will be $130. Since the last was $116, she questions it and is informed that the free DVR rental we received for an earlier screw-up(another story) was canceled when they canned our service. They agree to revoke the $20 service fee for the transfer instead. Fine. Service is now at my new place as of 12/5. Wonderful. Yesterday I get an electronic bill for $157. I forward to wife, she calls and is finally told our actual bill is $122. OK, fine. Today I get another bill electronically saying my amount due is $166! I reply via e-mail, spelling out the above in detail. I get a "thank you, this is what our records show" reply. They show the $35 credit. WTF? My bill has never been over $125-so how can I have that much credit and hit $166 or even $157? I reply again. Now I've got a 2cnd response-from a different CSR! And he makes no mention of the issues, merely quoting my first synopsis! This is no way to run a company! Why can't they get their act together? Is brain death a prerequisite for working there? AAAAAARRRRRGGGHHHH!!!!!

 

[Locutus of Bored]

I'm sorry that you had to go through all of that, but I'm surprised to hear that coming from Time Warner. I've always had good service from them.

You need to get a hold of a supervisor on the phone or go down to the nearest office if it's not too much trouble.

 

[Snaploud]

I had to deal with some really bad e-mail customer service last week. Each response had nothing to do with the previous response (as if the earlier e-mails never even happened).

Each e-mail would go something like this:

"We understand that...blah blah blah...indication that we have no idea what we're talking about....blah blah blah...Here's some advice that has absolutely nothing to do with your problem."

They didn't have a customer service phone number, by the way. It's all done via e-mail.

 

[StarshipDefiant]

Yeah, I've never been to overly fond of Time Warner, also it all reminds me of the crap I've had going on with my Pay Pal account (there's details it wont let me change, urg). We had some issues at one point, and thats where we had discovered a local office is there for bill payments, and nothing else. Time Warner's customer service is shoddy at best.

 

[Tim]

I had considered switching to Time Warner for my internet service, but after dealing with their customer service reps in person at the local office, I decided to keep my existing service.

 

[Bloodwhiner]

I have been trying to contact Discover Card for two weeks. If you call them they require your card number and the last four digits of your social security number to get through the phone tree or email.

Well the system doesn't recognize me, so it won't let me contact them.

I can't even get crappy customer service, so I envy you.

 

[Mistral]

I have been trying to contact Discover Card for two weeks. If you call them they require your card number and the last four digits of your social security number to get through the phone tree or email.

Well the system doesn't recognize me, so it won't let me contact them.

I can't even get crappy customer service, so I envy you.

no you don't-trust me.Boobs that can't make it work are worse than nothing at all.

 

[Saturn0660]

I have been trying to contact Discover Card for two weeks. If you call them they require your card number and the last four digits of your social security number to get through the phone tree or email.

Well the system doesn't recognize me, so it won't let me contact them.

I can't even get crappy customer service, so I envy you.

Shit don't i know it.. Checking your balance turns into a 35min call.


However, as far as TW goes... You could live in the town where I live. Only one cable choice and it's a mom and pop style service. They have you by the short and curlies and they know it. We are on a FULL digital system. i.e. you don't have a tv with a QAM tuner then you need a box. The box they have is a big fat piece of junk.

 

[TheLonelySquire]

ONE WORD FOR YOU BROTHER.....DIRECTV!!!!!!!!!!!

 

[starrchild]

Try this site to see if there are any phone numbers to actual, live CSRs - http://gethuman.com

 

[Mistral]

Got the office of the President-Executive Assistant. My bill's down to $104 and all results not yet in. But really-should I have had to talk to her to fix this?

 

[Mr. Laser Beam]

This thread needs some musical accompaniment (cue Sacha Baron Cohen):

How not to do it do it
How not to do it do it
How not to do it do it
How not to....DO IT!!

 

[Nerys Ghemor]

I have been trying to contact Discover Card for two weeks. If you call them they require your card number and the last four digits of your social security number to get through the phone tree or email.

Well the system doesn't recognize me, so it won't let me contact them.

I can't even get crappy customer service, so I envy you.

no you don't-trust me.Boobs that can't make it go are worse than nothing at all.

Edited for hilarity.

Oh dear. I couldn't help it. Does kinda give you a funny image of some customer service reps.

The irony, though, is I've got some fanfic, as yet unrevealed that...well, let's just say comparing a CSR to a Pakled would be an insult to the Pakled, not the other way around.