Time Warner Cable

Horrible service when it comes to Internet and cable. If FIOS is available take it without thinking twice.

Addressed to the corporate headquarters at 60 Columbus Ave., NY, NY:
TWC’s service is as efficient as a lawn mower without gas. I had problems with the TV remote TWC gave me for my DVR just a few months after I got it. So I called customer service for a new remote. It took them a few days, but they sent a tech to replace the remote.
In less than a month, I was experiencing the same problem. I again put up with this for an intolerable amount of time before I called them again. They scheduled a «senior» repair technician to come out and inspect my equipment. 10 minutes after he showed up he decided to replace all my equipment because he said they were «old and outdated.»
The equipment swap was scheduled for Wednesday, July 8, 2015, between 8 a.m. and 9 a.m. TWC called me Tuesday to verify Wednesday’s appointment. At 8:10 a.m. Wednesday, TWC called to tell me they didn’t have a technician available at 8 a.m. The earliest they could send anybody was 10 a.m. The tech got there about 10:40 a.m., and didn’t leave until around 1:15 p.m. Now here comes the payoff: He worked on 5 TVs, and left my house with one TV not working. He said someone would call me later to see if it was getting a signal. Anybody else who pulled a stunt like that — leaving the client without fixing the problem, or at least arranging for someone more advanced then he to show up and fix the problem — would have been fired.
I called TWC around 2:30ish to talk to a manager, and she tried to send signals to the adapter on the TV to get it working, but none of them worked. She said she was going to investigate and get back to me before she leaves for the day at 6:30 p.m. I’m still waiting for her call.
So now I’m loaded for bear. Not because the TV isn’t working, but because of the inconvenience TWC caused me. I had to make special arrangements for someone to cover me at work. I was expecting to resume work at noon or shortly before. But because the TWC customer service department doesn’t know when its own people work, and the TWC tech was almost 40 minutes late, and he spent almost three hours at my house trying to do a job the customer service department estimated would take a little over an hour, I ended up losing a whole day of work, and my TV still doesn’t work!
So, Thursday, July 9, I called again, explained the situation to the CSR, and asked if I could speak to her boss’ boss. My initial conversation was with a CSR, and I got nowhere. My next conversation was with a CSR’s manager, and I got nowhere. Naturally, at this point I wanted to talk to the CSR’s manager’s manager. She transferred me to someone who identified himself as a CSR lead.
That’s not a manager. That’s a sergeant. I’ve already talked to his level, and got nowhere. I’ve already talked to first level management, and got nowhere. Now I wanted to speak to second level management. He put me on hold for a few minutes and came back to tell me there are no managers around.
Funny, that. This guy must think I’m an idiot. This is an inbound call center open ²⁴⁄₇ with hundreds of people on the phones per shift. Whom is he trying to kid? There are dozens of second level managers in the building, probably playing computer games in their offices. He just didn’t want to bother them.
He insisted I let him help me. I told him I’ve already tried his level, and the level above him, and my problem is still not fixed. He replied that he was trying to help me but I wouldn’t let him, so the only other option I have is to write a letter to the president of the corporation. Can you believe that? What kind of corporation treats its customers that way? What kind of a CEO allows such an anti-​customer culture in his company?
Why didn’t TWC contact all of its customers to make sure they were using the new equipment instead of the old and outdated equipment the minute they became old and outdated? Would the TWC 50-​year-​old CEO Robert D. Marcus be satisfied on a 40-​year-​old cruise ship while other CEOs were sailing on a 5-​year-​old ship? Does he think he is above his customers? The answer has to be yes, given the fact that according to
(
) Mr. Marcus earned a grand total of $ 34,615,597 as of fiscal year 2014. Not bad for a man who doesn’t know how to schedule appointments. (Remember, a fish rots from the head first.) What’s a few dissatisfied customers to him?
Around the end of 2015, TWC will be purchased by Charter Communications, the fourth largest cable operator in the U.S. The new company will be called New Charter. I hope they did their homework and realize what they’re stepping into.
Moral of the story: if you’re thinking about getting cable or switching cable companies, avoid Time Warner Cable or New Charter AT ANY COST, unless there is no one else you can use in your area.