March
2008
Time Warner’s Inexcusably Bad Service
It started out as a whimsical idea — buy a high definition flat screen TV’s so I could watch all my favorite action movies on a significantly bigger screen.
I called Time Warner to get an upgrade to the HD service and DVR. I was sold on their “all the best” package. That’s when the problems started.
I had “blocking” on the TV which means the picture is made up of large, slow changing blocks instead of pixels. The phone wouldn’t work which was especially distressing since I dumped Vonage because Time Warner had such a great price and aside from losing the feature of voicemail sent to my email box, I didn’t anticipate losing functionality. What I wasn’t expecting was that I would have to spend multiple hours on my cell phone (since the “All the Best” phone wasn’t working) to get their reps out to fix the problems.
Then it got worse.
A service rep was dispatched to my house to fix the phone. Without asking, he drilled right through my new $12,000 vinyl siding job which I had just had installed this fall. Apparently it’s a Time Warner requirement that there’s a box mounted to the outside of the house. Having dealt with Vonage for a year without any such box, I was irritated. Be forewarned if you’re going to make the mistake of going with Time Warner’s “All the Best” package, you should watch the rep while he’s doing the install and stop him if he pulls out a drill unless you’re ok with drilling holes where he’s going to drill those holes.
The installation guy could have asked. There were several places the box could have been placed that would not have been out in the open.
I called Time Warner to complain. What could be done? Well let’s face it — pretty much nothing at that point. The damage had been done. I have to live with Time Warner’s screw up and every time I pass that stupid little box on the outside of my house that could have been discreetly tucked away, I shake my head.
Idiots.
So what did Time Warner do? They sent out a guy to look at the box. It was one of their subcontractors — Prince something or other. I wasn’t sure what the purpose of their visit was.
A week later I get a letter from Prince whatever-their-name-is. “We deny your claim” they said. What claim? I didn’t file a claim requesting anything. What did they think I was asking for? I wasn’t asking for anything and didn’t even know why they were sending out a person to look at the siding.
This is the epitome of poor customer service. They denied a claim that I never filed.
Idiots.
I can’t say that I’m a customer that could have been thrilled after they drilled through my $12,000 siding. What they could have done is make it so I wasn’t fire-spitting mad. I don’t treat my customers like that and I expect the same level of service that I provide. When I see problems, I look for solutions. Time Warner chose another path — they followed up inferior product service with inferior customer service.
Shame on Time-Warner.
Jim McGuigan
Jim McGuigan
RSS feed
Link
Jim-
I just switched over to UVERSE and it great!! much cheaper than Time Warner, picture is clearer, and better service!
JZ
In response to the editorial about TIME WARNER CABLE,
I also am one of the many , many unhappy customers. I took all the best when it first ran about a year ago, and I was to get a reduced rate on my cable srvice, roadrunner, and phone. That never happened. The picture stinks, i have had service out several times and they can’t figure it out.
The phone service is terrible. it stops working for no reason , and I don’t own a cell phone, because I can’t justify owning one. So I have to seek out a payphone, and in the middle of winter….that is no fun.
Roadrunner…..BEEP BEEP is right…censoring my honest opinion about how slow it is on the East side, and how it bogs down, and it’s claims for firewall protection are bogus. When there is a peak usage, if you can get your home screen to load, you are lucky.
Rate increases, and outsourcing for customer service….another time maybe…when I move to my new home, it will be Time Warnerless!
June 2nd, 2008 - Van Nuys, CA
I HATE TIME WARNER! I contacted Time Warner to sign up for internet service. I too was sold on the upgrade bundle package (internet, phone and a digital cable box). I transferred my number from AT&T to Time Warner. I was given the 8am-12pm window for service. My brother was home but he didn’t’ hear the guy knock. So I called to reschedule and they told me they would come in two days. In the meantime, my phone was not working because Time Warner had already disconnected my service from AT&T. Thursday came and went and they were a no-show. I called them again only to be told the next available appt would be in 10 days. HOW THE HELL AM I SUPPOSED TO BE WITHOUT A PHONE FOR 10 DAYS. I’m looking for a job and I have medical issues. If there’s an emergency, I’d be dead. I contacted a “supervisor” who asked for me to hold but took my number in case we became disconnected. On my cell (yes, burning up my minutes) I was on hold for 30 minutes before I hung up. He never called me back. I finally got someone out to install the phone but he tracked mud all over my newly shampooed carpets. He noticed my hard glare so he decided to wipe his shoes on my area rug…mind you this was not a doormat but a decor rug.
At the time the TW rep offered the phone service, I was a bit leary because I’d heard horror stories of Vonage (internet phones do not allow 911 operators to identify your location and the hard time customer service gives to those who wish to cancel service). I was assured by TW their phone system was different from Vonage and has a sound backup system in case of a power outage. THIS WAS A LIE!!! My phone and internet shuts off everyday for 1 to 4 hours at a time. Their customer service always states they’ll send someone in 5 days. Although they claim “service” 24-7, if I happen to call during an “off” time, I’m instructed to call back when dispatch is available. And why should have to call back???? I’ve reported the problem…so fix it. Oh, yeah, so I called customer service to inquire of when I would receive my digital cable box and was told I would be charged extra for the box. I reminded them that I it was part of the package I was convinced to buy. He told me that there must have been a mistake because it isn’t offered in my area but only in the over- billed areas. WOW!
I’ve had the phone for just two weeks and just contacted AT&T to transfer my phone and internet service. If you don’t mind being without your paid internet and phone service, missing important calls, burning unnecessary cell minutes with Time Warner’s customer service, and if you don’t mind horrible customer service then TIME WARNER is your perfect choice.
You know what, its funny the way people expect so much out of a cable company, when the service might as well be free.Im sure there is a mathematical equation for the effeciency or profitability of cable service,and between all the sub-contractors and middle men involved theres not much money to go around.I guess it all boils down to over head,time warner is a huge company that overseas local production.Please o please public, get real!!! Wake up and smell the coffe beans.Directv only has an estimated 18 million subscribers,there are no sub-contracters…..Only authorized dealers…..There are no middle men.Do the math, or do we gotta wait for some geek from m.i.t. to break it down with a formula?Listen, less middle men,lower price better service.How do you expect anything from a superpower like time-warner?Honestly a magazine company and a production company are supposed to know how to install rg-6 or know what an M.D.U. is???? Adelphia had its problems as many other companies have had, but Time-Warner does not have the capacity to sustain good service and a monopoply at the same time.Overhead is one thing, another is that there is no chain of command at the local level.Many may look at my opinion as an attack on big buisness, is it?? Or is it common sense kicking in, because I am and always will be a person who believes in hands on success.Customers please do not expect much from Time warner,the answer is because there is no process for complete customer satisfaction nor would it be able to be enacted,there are just to many departments.You might be wondering who the hell i am, well im an installer and I do sales for all the companies one time or another.Ask yourself this, why didnt you cancel or not allow the service to be installed in the first place?Did you forget?? Cable is a luxury not a neccesity, and why isnt there this many blogs about the enron scandal???I will tell you why..Its because people want to get a free bee..So i say buyer beware,, yes stinkin buyers beware, during the installation dont act like theres a blindfold around your head,make sure youve gone threw the installation with the tech.Be adults not whiny babies, because it is your choice to have such a luxury, and if you choose time-warner be aware that they have no control what so ever of thier installations.(Due to sub
-contractors covering thier own ass.)(who could blame them)Why?? Because your getting a bargain..if you dont realize that…You are watching to much tv.
Imagine a year and a half’s worth of Time-Warner/Roadrunner stupidity. You can read all about it here:
http://www.alexfalkenberg.com
Still no official response from anyone at Time-Warner with any power or responsibility to actually do anything. Individual CS reps apologize constantly when I call, but what’s that doing for me, really?
I can’t help but wonder how many other people got screwed during approximately the same period (or are STILL getting screwed because they’re not aware of the ‘fix’ or are still buying the “must be on your end” buck-passing schtick from Time-Warner)?
Honestly, I suspect this problem is probably big enough for a class-action suit, but who knows… Time-Warner barely acknowledges there was ever any problem at all. And they’ve done -nothing- of note to apologize for any of it or otherwise right the wrong done to me or anyone else I’ve talked to that has had this happen to them.
Time-Warner needs taken down a notch, and stuff like this needs to be exposed.
btw, the “alex” commenter here is not me. I suspect, though, that he’s the same guy that’s tried posting comments to my site with several different names and email addresses, but always the same IP (24.160.224.134). Staunch TW defender, apparently.
HA! There is simply no excuse for terrible Customer Server. I don’t give a rats-ass if you’re super huge or a tiny little outfit, CUSTOMER SERVICE is NOT a department, it’s an ATTITUDE!
No excuse to be waiting on the phone with Time Warner for 30 minutes listening to hold music. And then get incompetent support, simply no excuse.
If they are so big and powerful, supply the resources to your customer. The reason Time Warner can afford to be lazy on the Customer Service is because they are the big boy on the block.
ALEX: Buddy, you need to wake up and smell the dog poo. Time Warner is terrible provider of Customer Service.
i just sent this email to time warner.
my cable service has never been great. your technical service is terrible. last month i needed a tech and no one showed. i called and they rescheduled. so i waited 3 weeks. this month i just waited all day today for a technician. i’m now on the phone again (after another very long hold) and i’m told that it was canceled. now i’m rescheduled for two days from now. i hate your service. i have nothing good to say about it to anyone i speak to. i think your technical phone service must serve you very well. what happens is people don’t call to report their service being down because they can’t wait on hold for two hours. so you give bad service and continue to get paid for it. i find it ironic that while i’m on hold you advertise digital phone service. seriously???? if i had your digital phone service i wouldn’t be able to call and report my service out. how wonderful for you. i am putting this email on the time warner bad service blogs too. you need to get your service together. people talk and i only hear bad things about you.
I was so happy when I changed over from Time Warner to At&t U-verse, the picture quality if top notch and the user interface is quick and smooth.
drop them like a bad habit
my experience with time warner has been soley with internet. specifically…the WORST internet and customer service i have EVER experienced.
time warner is big enough to honestly not give a damn about most of us. i pay for service that should give me approximately 2mb/sec downloads. i get BARELY 1/10th of that. i CANNOT upload ANYTHING. sending an email with a 3.0mb attatchment ALWAYS TIMES OUT.
i have speant the last year dealing with time warner…trying to resolve this issue. i have given up. they do not care.
i am searching for a new internet option.
time warner in milwaukee is quite possibly the worst company i have ever dealt with.
best,
j