Time Warner Cable

Worst company I have ever seen when it comes to customer care. Won’t work with us on an account consolidation because one account is «regional» and one is «national». No concern for customer satisfaction. They just quote policy and say that is all I can do. I would not recommend them in the Wilmington market and would suggest you look at Cloudwyze and AT&T uVerse.

If there was any place on earth that warranted Unilocal changing their rating system so that we could give an establishment ZERO STARS, this would be the one. They are the Devil Incarnate. They lie, cheat, and steal from customers.
My mom passed away three months ago and we have been — before, during and until now — trying to get her account resolved. This is what they’ve done for us so far:
They promised a credit to her account when cable, TV and phone all went out because of an outdoor problem, and her service was off for over a week. They did NOT deliver, which engendered another call and another unkept promise for credit.
After her passing I went into the office to let them know and to find out what we needed to do to get her account turned off. After providing a copy of the death certificate that they demanded, they proceeded to LOSE it, so now they’re saying they have no proof of her death.
They are continuing to attempt to collect money from us for equipment that was returned and for which we have a receipt.
Two compassionate-​sounding phone people have promised both my brother and me that they will «zero out» the account as a courtesy for all the trouble we’ve been through. The first, Holly, promised to call me back that day or the next day and never called. The second, whose name I don’t know because my brother talked to him, made the same promise about resolving the account and calling back within an hour or two, and never called back either.
There seems to be a pattern here, namely: THEY LIE. ABOUT EVERYTHING. I hear this is common in the cable industry — they tell you what you want to hear just to shut you up, foist promises of returning calls and making accommodations upon you, then neither call back nor accommodate. The worst thing is that they are probably going to end up getting money they don’t deserve because they have already put her account into collections and we can’t get anywhere in resolving this, even though they have repeatedly claimed that they’re going to help/​they don’t have the equipment so they have to charge us for it/​they don’t have a death certificate. Depends on who we talk to, but the end result is always nothing.

This relates to my order of upgrades services from Time Warner Cable. I previously have had their internet service for over a year. I love the service (but not the pricing — oh well).
Approximately 2 weeks ago I ordered a bundle of services from TWC, Upgraded internet, cable tv package, and home phone. The installation was scheduled for the afternoon of 9÷9÷15. From there things went downhill. I have over 2 pages (single spaced) of notes regarding this. I will only share the highlights here.
— Technician arrived more or less on time (ok a little late). He was very professional and seemed to know what he was doing. Internet upgrade worked fine. Then he installed a new cable box. Didn’t work.
— He left, went to meet another tech to get a different cable box. Didn’t work.
— On the next day, ⁹⁄₁₀ he came back with another box which would not boot up as well. Multiple phone calls to his supervisor followed with the result being a promise that the system would be working by 8am on ⁹⁄₁₁.
— I left for work at 6:50 on ⁹⁄₁₁ but just in case, I checked before I left. There was no change. That afternoon I got home around 4:15 and was shocked (not really) to see that the system still was not working.
— Over 2 hrs of telephone calls followed with the following results:
1. I started with the demand that if I did not have service Friday night, they could cancel my account.
2. The earliest they could schedule a tech was Tuesday, ⁹⁄₁₅. I explained that in that case I wanted them to close the account immediately. The rep on the phone explained that she could not do that and she would connect me to someone who could.
3. This gentleman magically found a service appointment for Saturday morning ⁹⁄₁₂ between 8am and 10am. He said they would make adjustments to my account for the service I had not received AND that he would issue a $ 300 reward card for my inconvenience.
4. I reluctantly agreed to these terms.
— Saturday morning 8am…9am…10am all came and went. I called TWC at about 10:30 and was told my service appointment was scheduled between 11am and 12pm. After a pointless discussion i agreed to wait another 2 hours. I asked the rep to verify that the rewards card that was mentioned on Friday night was in process. Of course she had not access to check that and needed to transfer me to someone else. As she was «transferring» me the line mysteriously went dead. i’m sure she didn’t hang up.
— At 11:46 TWC called me to inform me that the service appointment would happen but that the tech had been delayed and he would now arrive between 12pm — 1pm. I again asked this rep to verify that the reward card was in process and she gave me a phone number where I could call and check on it myself. I called the number and got an automated sales system of some sort, the first ad I hear was for a security system (not a Time Warner one), other various ads followed, the best, or at least most ironic one was an ad for Dish Network services. Maybe I should have listened closer to that one.
— After being unable to reach a live person to ask my question I hung up and went online to verify the number. I googled the number and it is listed as TWC customer service. I redialed it only to get the same automated sales system.
— Since I couldn’t get anyone at TWC to speak to me on the phone I began posting on their Facebook and Twitter feeds. To their credit I did get responses from them.
— At 1:07 the tech called to say he was 5 minutes away. He arrived at 1:30.
— No complaints with this tech. Within a few minutes he identified that my new equipment was hooked up to some of my old satellite equipment. After double checking all the outside connections and properly hooking up the inside connections he had the tv working, programmed my remote, apologized profusely for not having a channel guide to give me and he was on his way.
At least now I have service but TWC can seem to find no indication that I was promised a reward card. From what I have read they make you jump through so many hoops to redeem them that they’re hardly worth the effort BUT, I was promised one. Sadly the promise was only verbal and I have no recording of the call. It’s just sad that companies seem to hold so little regard for their customers. I took time off from work 2 days to deal with this plus cancelled plans to spend Saturday doing some fun things with my wife.

The physical setup of this service location makes no sense. Are they trying to drive customers away? Maybe the weird layout, cacophony of noise and inadequate staffing are to incentivize customers to schedule in home visits or use customer service instead. Anyway, if you can avoid it, don’t go to the store.

2 stars seems like a fair review, because this was actually nice for a Time Warner location. but in my experience, their customer service is a lot like trying to build an airplane out of toothpicks.
I arrived here in the beautiful Mayfaire location after TW had failed to connect my Cable and internet service. plus I had to stop and pick up an install kit…
I arrived and there was a line, but I will admit, I like how they go through the line, and there’s enough to do in the store to keep busy while you wait.
Finally, I arrived at a service agent. they weren’t really sure what I was supposed to get in the install kit, but eventually got one put together for me.
After that, I’d explained that none of the cable was working in my apartment, and asked if they’d confirm it was turned on. I was told that I have an ‘outage’ and that I should wait till after 5 to see if it works.
Yes. I love paying terrible prices to ‘wait and see if it gets better’
Of course, 5PM came and nothing worked, the next day came and nothing worked. again I had to call TWC, and eventually was informed that the cable had been shut off and disconnected, so they’d need to send a Tech. but couldn’t do so for a few days.
Why were they not able to see that at the TW location I’d already been to?
All in all, I love TWC because I like to watch football and surf the WWW. but if you need some customer service from them. you’re better off starting your own Cable company and sending yourself an email.

There are days when I think they deserve zero stars. However, I do like WHAT they provide, if I don’t always like how they do it.
The bad:
1. My bank card updated. So they pinged my old card a couple times on auto-​pay and after that I am «not allowed» to pay them electronically for 6 months. I called them, offered my check account number and such and it was no dice. I was on «probation». I’m a «bad customer» evidently. The F-​ing nerve. I mean really. On the bright side they were polite about it.
2. Four visits to my house to get the internet working. Their techs are limited in what they know. Even their «star» tech couldn’t really solve — or worse — know how to solve my issue. I changed modems after a Google search revealed mine struggled with TWC. The techs should have known, but didn’t.
3. The auto phone system. I could give a crap about their «latest offer» when I have a problem. I want the problem fixed without listening to 2 minutes of ads.
4. Their store is run like the Soviet Union with a smile. They are bureaucratic and friendly. Friendly is nice, but you remember bureaucracy. Badly.
The good:
1. Once the initial problems fixed, the internet is fast — I pay for that, and I like the channels. I pay for those too.
2. The service of the real people is polite. They may not always know, but in spite of their technical failings they keep their composure.
All in all, I wish there were a better competitor to TWC. They are the least bad in a see of poor to sub-​par providers. They need help in technical prowess and proactive issue resolution.
On the bright side, they are a great place to have lonely granny call for some polite conversation. They are really polite.

This store is clean and organized but get there early because it fills up fast. We were among many who were exchanging boxes. I think Time Warner’s product is going down hill. After spending hours on the phone with technical support and exchanging a modem/​wireless router, I am still no closer to a resolution of my problem. A service tech cannot be dispatched until Wed. That was 6 days after my call.