Posted by NO FAITH
On Thursday, October 30, 2014 I became a new customer for TWC internet. I went to the TWC Store, picked up my modem, paid my first month's payment and was told that my service would be turned on Friday, October 31, 2014.
On Friday, October 31, 2014 I attempted to install my modem around 10:00 pm. The modem was not recognized by the internet. I gave TWC the benefit of doubt thinking maybe they got a bit behind on their appointments on Friday and that it would be on first thing Saturday morning.
On Saturday, November 1, 2014, I attempted to install the modem all day and still no luck. I had to be goin most of the late afternoon into the evening and when I returned home around 10:30 pm I tried installing again. No luck. So I called TWC.
The first customer service rep, told me that my service had not been turned on... (really!) "Obviously, I said, and I want to know why". He first said that my service had been put on hold, because I had not picked up my equipment. I informed him that was incorrect, as I did so on Thursday, 2 days ago. Then he said "oh! I see now" and when on to explain that the person who came out to turn on the service did not have the key. I asked him what key and he replied the key to the place where their equipment is. He went on to say that sometimes the equipment is located where they need key access. I informed him that there is no key access required because the equipment is located on the street. I have seen TWC's people out here many times and assured him there was no box or room that needed a key. Then cam a series of putting me on hold "to find out". He finally came back on and said that it was in fact on hold because the person who came out could not locate where their equipment was; and that he would need to reschedule them back out. At first it was 'no key' and now it's 'they can't find the equipment'. STOP RIGHT THERE. I don't need excuses, I want answer. Why I did not get a call informing me of delay on Friday, and why was it not automatically rescheduled for Saturday. His reply was , 'we don't do that". He informed me that he needed to reschedule them back out. No, I wanted it turned on then; but he said that could not happen. I was done with his 'made up excuses', lies in other words; I asked to speak to a supervisor.
The supervisor came on and said "he understands I have a problem". NO, TWC has the problem, in fulfilling their commitments and hiring competent people who are able to locate their equipment. He went on to apologize, which only makes things worse; politeness does not take care of their ineptness. Again, I asked for answers; why no call, why not automatically rescheduled for Saturday. He informed me that it HAD been rescheduled for Sunday. NO, it had not been rescheduled, not as yet, because the person I was just talking to was trying to reschedule it when I asked to speak to him. And if it had been rescheduled, it should have been for the next day. He told me they didn't do that. He totally avoided the fact that I just caught him in his first lie. Every question I asked, the answers were evasive, non-committing, and point blank, excuses and lies. The answers were either - we don't do that, there is no one from that department here at this time, or that I would need to call back to find out that information. No matter what I asked or said, it was always, "I apologize but'¦. " over and over. There was no chance in hell I was going to get anything useful from him, and I believe it was because he had no clue about anything other than apologizing and giving his canned answers. If you think about it, it's a great strategy - you can only talk to a brick wall for so long - the customer will inevitably give up, because it is useless. At this point, 2 days and I'm still waiting. The "Supervisor" scheduled me to be turned on between the hours of 9am - 7pm on Sunday. I had absolutely no faith that it was going to happen.
Sunday, November 2, 2014, 7:07 pm - No service. I absolutely would have rather poked my eye out that have to make another useless call to TWC. I called and when the cs rep answer I explained briefly my issue and without stopping me, waiting for me to finish, they said that I had reached the sales department. I asked if they would transfer me and the first thing out of her mouth was "had I considered having cable tv installed". That did it. I told her to don't dare go there, just transfer my call to the correct department.
I then explained to the next cs rep what the issue was, going thru and explaining what had NOT happened and she informed me that my account was on hold. WHAT? Yes, on hold at the request of the customer. I lost it. I wanted to know when did I call and put it on hold and why would I when I've been waiting all day for them, and what was the reason I gave for putting it on hold. She started giving answers that made no sense, the tried to keep repeating the same thing over and over - that the customer put it on hold. That's enough. I want a supervisor. On comes the supervisor.
I wanted answers. Once again I started to get the excuses and that she needed to reschedule. I told her to stop. I don't want excuses, or lies. I want answers. I went thru this on Saturday and was promised it would be turned on by Sunday which it wasn't. Her answer was that she needed to reschedule them back out on Monday. I am not going to chance what has already been proved - that there is no accountability by TWC employees, and no communication between departments. Why did the person who came out Friday not explain what the problem was so that someone who was capable of finding the equipment would be sent out on Saturday. Why wasn't I called on Friday or Sunday when both incompetent employees could not find their own equipment AND were not competent enough to let someone know what the issue was, they just dropped the ball right smack where it became a problem. No communication from them at all. I had to drill the supervisor in order to have any chance of getting turned on. What dept handles the turns-ons? Can you call them - no. Can they call me - no. Can you send a msg. - I'll try. Great. I had to instruct her to compose a message telling the Dispatch Department what the 2 stooges did, or rather did not do. I told her exactly what to write in the message so that they could figure out there was a problem, what it was and what to do about it. And also to call me first thing Monday. I also told her that I expected a call from her Monday after 7 pm to make sure I was taken care of.
It is now 9:15 pm, Monday, November 3, 2014. The Dispatch Department came in at 8 am, dispatching the crews at 9 am - and I have not received a call as yet and I really don't expect to. Something so simple, is turned into a disaster '¦. for the customer
When I look back at it, I have to laugh. How can a huge company run their business with such unprofessionalism. I swear all I could think of going thru this was The Three Stooges; which is self explanatory.
Time Warner Cable doesn't give 2 cents for how they treat their customers. There is absolutely no accountability from their employees. TWC's method of operation is one of when a customer gets upset and calls - annoy them, by repeating over and over apologies and useless answers. So what, they get frustrated and hang up - who care, it's just another customer. Calling TWC, any department, is a total waste of time and energy. And you're going to wish you had never become a customer by the time you get off the phone. I surely did and I also remembered why I had gotten rid of their services long ago. Things haven't changed and they won't.
