Time Warner Cable Fined for Bad Customer Service

| 20 Comments

twc_sucks.jpgAccording to Consumerist, Time Warner Cable was recently fined $25,000 for providing crappy service:

Time Warner has, for a period of time, not lived up to the obligations that are required for the citizens of this community.

Given that Time Warner Cable is notorious for bad service, I'm surprised more cities aren't doing this with TWC and other consistently bad service firms. Well, no, actually I'm not surprised...just reminded how little most governments actually care about their constituents.

20 Comments

My Comcast Internet stank. I would regularly experience 30 second (or longer) lapses in connectivity. I do a lot of remote access (VNC, etc) from home through my work VPN, so I am painfully aware of when I lose a connection. Traceroutes showed the problem was consistently a few hops into their network.
Anyway, I have Verizon FiOS now. FiOS is solid as a rock. The ActionTec router they installed has more options than I could ever use and is good... except for the horrible built-in wireless that experiences strange signal loss. Once I started using my NetGear wireless router instead, my system has had two months of almost perfect uptime.
With FiOS Internet "riding the light" has been so good, I can't wait to drop Comcast completely and try FiOS-TV.

I AM A TIME WARNER CABLE CUSTOMER SERVICE REPRESENTATIVE I DO APOLOGIZE ON BEHALF OF THE AGENTS WHO PROVIDE POOR SERVICE. AS FOR ME I FEEL IT IS DEPENDING ON THE CUSTOMER HOW A CALL WILL GO IF YOU ADDRESS US WITH NASTY ATTITUDES WE GIVE ATTITUDES I REFUSE TO BE MISTREATED BY A CUSTOMER WHO IS MAD WITH SOMEONE IN THE CORPORATE OFFICE GUESS WHAT YOUR SERVICE IS NOT ACTUALLY PROVIDED BY ME I AM HERE TO TRY AND HELP BUT YOU IGNORANT FUCKS HAVE NO MANNERS AND NO SERVICE IF YOU GET A FUCKED UP ATTITUDE WITH ME WHO GIVES A SHIT I STILL GET PAID WHETHER YOU HAVE SERVICE OR NOT

...and Bob is exactly why everyone hates Time Warner and their customer service reps. It is always abundantly clear each of the dozens of times I've had to call about my crappy, non-working service that no one in customer service cares at all whether I have cable or not. Let's repeat the mantra, "The first available service appointment is in 5 days; I'm sorry for any inconvenience."

What you customers do not seem to understand is that it is first come first serve and that we have to share the time between a total of 500 reps in my area. There is only so much time alloted in each time frame..and we have 8 but majority of the time we only have 6 slots open.For trouble calls our system is like this:We go by points to signify time. 1 point= 2 minutes. When we schedule for any trouble call, be it cable, RR, phone or all 3 we schedule 24 points. Which comes out to equal 48 minutes. Each trouble call time slot holds 480 points some times more depending on what we projected for that day. That means we can fit in 48 customers per slot. 288 customers per day which is not including installs. So for that day alone it is all gone...we have to take the next available so on and so on. So if it does come to you then yes, you will have to wait so many days b4 a tech can come out. Also at Time Warner cable is not a top priority. If you phone is out we can do a same day return if and I mean IF the time is available..then we do the next day available return. Phone is top priority over cable and RR. That is why we push it so much. Get phone you can have a tech the same day to fix any issues that you have. Just cable and RR, you have to wait for the first available. I'm sorry but that is just how it is.

Yes, this is an ACTUAL email from these idiots. Talk about bad service - they can't even TAKE MY MONEY correctly and I'm sure my credit report will now show many 'late' payments... IDIOTS!!!
***
(Sent today after 2 weeks with nothing...):
No response?
I'll find a blog site to post this email communication as clearly your customer service is a joke. I'M TRYING TO PAY YOU AUTOMATICALLY EVERY MONTH AND YOU CAN'T GET IT RIGHT???


----- Original Message ----
From: ****
To: NY/NJ Support_NYC
Sent: Wednesday, April 9, 2008 3:26:39 PM
Subject: Re: Time Warner Cable of NYC (****)


REALLY??
ARE YOU KIDDING ME??
THAT WAS 8 MONTHS AGO ON A STOLEN CREDIT CARD, SO I CHANGED THE NUMBER AND HAVE SINCE RESUBMITTED THE NEW CARD (THE SAME DAMN ONE I USE FOR ALL THE ONE TIME PAYMENTS) COUNTLESS TIMES SINCE. "SUSPENDED STATUS?" FOR 8 MONTHS? EVER THINK TO CALL ME? EMAIL ME? YOU SEEM TO HAVE NO PROBLEM BILLING ME OVER $150 EVERY MONTH AND ARE VERY ADEPT AT TRYING TO THREATEN ME WITH LATE PAYMENTS THAT ARRIVE 24 HOURS AFTER YOU 'SUGGEST' THE BILL BE PAID. HMM - YOU CAN YELL AT ME IN A DAY BUT HAVEN'T TOLD ME FOR 8 MONTHS MY RECURRING PAYMENT REQUEST 'MIGHT' HAVE AN ISSUE???

CHECK YOUR RECORDS BEFORE YOU REPLY TO A CUSTOMER COMPLAINT WITHOUT READING IT OR DOING MORE THAN FIVE SECONDS OF RESEARCH.

FIX MY ACCOUNT.

GIVE ME THE NAME OF A MANAGER I CAN TALK TO VS YET ANOTHER WORTHLESS "CUSTOMER SUPPORT" TAG LINE THAT IS ANYTHING BUT. I AM FAR FROM SATISFIED AND WILL ONLY BE 'SATISFIED' IF YOU FIX THIS OR I START SPENDING MY MONEY ELSEWHERE VERY SOON WITH A COMPANY THAT GEE, WILL TAKE MY MONEY LIKE I ASK IT TO?!@?!?!

FOR GOD'S SAKE - I'M TRYING TO PAY YOU AUTOMATICALLY AND YOU CAN'T EVEN TAKE MY MONEY RIGHT...

----- Original Message ----
From: NY/NJ Support_NYC
To: ****
Sent: Wednesday, April 9, 2008 1:50:09 PM
Subject: Re: Time Warner Cable of NYC (****)

Though we appreciate the time that you have taken to contact us, we are
sorry that you have some concerns.

Please be advised that our records indicate that the reason you are
experiencing a problem with your recurring online payment is, due to a
declined payment on 8/9/2007 (Do Not Honor). When this occurs; it
places the recurring payment option in a suspended status, whereby you
are only able to make one-time payments.

Therefore, you will need to pay your current statement with a different
method (i.e. one-time credit card payment).

We do apologize for any inconvenience this has caused you and look
forward to keeping you as a satisfied Time Warner Cable customer.


Sincerely,

Customer Support
Time Warner Cable


Original Message Follows:
------------------------

Customer Name: ****
Customer Email: ****
Subject: billing
Account Number: ****
Phone Number: ****
Date: 04-09-2008 11:15
Comments: I REALLY WANT to pay you every month in full and on time. And
EVERY MONTH I request - directly through your website - to have you
collect that bill with the RECURRING credit card payment. And EVERY
MONTH I get the CONFIRMATION email saying that yes, you have it. And if
I go into the system for recurring payments, it shows its there and any
changes would suggest "cancelling" it - that's NOT what I want. But
EVERY DAMN MONTH your stupid system FAILS and I get the angry "pay your
damn bill" letter. So EVERY DAMN MONTH I have to go into YOUR system to
do yet another "one time" payment and again request the recurring
payment. I called you today. The lady said she couldn't help me at all
but YES, the "system" shows I have requested the recurring payment but
for "some reason" it rejected it - but she had no info. I need someone
to email me back and CONFIRM this has been fixed once and for all. I do
NOT want a call - I want a written email so when (or if?) it rema!
ins broken I know exactly what person to talk to yet again. Really,
this is insane - you can't even process a customer who is giving you a
request to PLEASE - take my money!!

TIMEWARNER CABLE SUX - I HOPE IT GETS SUED FOR MILLIONS OD DOLLARS AND GOES BANKRUPT.

I have been paying my time warner cable bill everymonth over the phone with payexpress with no problems....so this month i decided to pay online because i thought it would be so much easier...well what do ya know first when i did it they said it couldnt go through ...which was fine i thought id just try later...but then as i went to pay a separate bilol and my card got rejected i checked with my bank and time warner had in fact taken my payment 2 times... my bank said one was pending and it takes a couple days to fix that ...so fine it did fix ...but time warner has no record of the origional payment that did in fact come offmy card...i ws told by time warner 3 separate times all i had to do was bring in a statement from my bank and it would be fixed....HOW WRONG THAT WAS.. it wasnt good enough because it didnt say my bank name on it..when i calles time warner back from my bank the man acted like he couldnt hear me say imade the goddamn payment and kept repeating himself that i could make a payment not until i acted ignornat and started swearing at the fool did he get someone who was actually willing ot help...she said shed put in a order to investigate why the payment isnt appearing on my account....im thinking the verry first time i called they could have done that it would have saved alot of time...i will never pay online again they took my money twice andnow they cant even find it once in their system.grrrrrrr

The custumer service specially in collection deparment is so bad there is a lady named CECY who is very low educate, poor thing provably she is not happy with her actual job,but there is a lot to do in this life not just a rude twc representative. if a person is not happy will not give a god service to clients and is sad ,because people like her make of twc a bad company whent it cames to custumer service.

Today I had a run into the MOST STUPID action of TIME WARNER ever, that they are plenty!!!!

I needed my account number to pay my bill. I was in the office and I could not get through the automated billing service without the account number. I acted like a civilized man who lives in a civilized culture and called Customer Service. The girl needed my account number to give me my account number. I explained to her how STUPID this is, and she said this is the regulations. I begged, pleaded, asked, yelled, and no way, she needed my account number to give me my account number. I asked if she understands modern-days' logic, and she said yes, but she needed my account number to give me my account number because it is the regulations. I told her that this in not National Lampoon and she can ask me any question, such as date of birth, address, or any other information, and she said that she needs my account number to give me my account number because it is the regulations. I tried telling her that in non-civilized cultures humans and close-to-humans would have more brains than that, I need my account number so I can pay my bill. She said that she needs my account number to give me my account number because it is the regulations. I asked her how does TIME WARNER hire people? How do they make these regulations? If people need their account numbers they should get them. Customer service basics says so. She said that she needs my account number to give me my account number because it is the regulations. I asked her to take a break, walk around the block, smoke a cigarette (or a joint as it so happened with the guy who writes regulations for TIME WARNER), so she can relax, then it might dawn on her: If I had the account number there would be no need for me to ask for it. She said that she needs my account number to give me my account number because it is the regulations. I asked to speak t a supervisor, she said she needs the account number so I could speak to a supervisor. I asked if she would be kind enough to mail me the bill (my bills stopped coming in the mail). She said she needs the account number to start mailing me the bills. I said How would I know the account number if you are not mailing it to me. She said she needs my account number so she can verify why the bills are not coming to me. And finally she said she will talk to a supervisor. She put me on hold listening to ugly stupid ads about how WONDERFUL service is at TIME WARNER for a while. She came back, apologized for the wait, and said (Ready for this???) that she needs my account number to give me my account number because it is the regulations.


Please list the channels I am entitled to under my present plan.

i am a customer of timewarner cable, i was dubbed when i took on their triple play .there was no explanatiom in regards to needing digital phones in order to have this service to work properly, they have poor customer service, because this information was withheld and now i am stuck with phones that donot ring properly. i need to spent more money now, if i knew that i would not have purchased their service,jr

Tonight I called Time Warner re: establishing service with them. Sadly we are unable to get sattelite at our house bc of trees in the neighbors yards and there is no other option for cable service in our small town. Time Warner is King. So I called. I talked to a nice young man who informed me of monthly plans, pricing, etc. I told him I would call back later to establish service as my husband and I wanted to discuss it first before adding more money to our monthly budget.

I should stop here and tell you that I have worked in the customer service industry for 13 + years and now own my own business. I have a heart for the poor and downtrodden and typically I try to be very patient and polite since I've been cursed at, spit at, threatened, screamed at, called any number of names from Bitch to Stupid... You get the idea. I'm pretty easy going. If you're nice to me, I'm nice to you and I try to pass on kind words to supervisors and managers when I receive excellent customer svc since so frequently all that is reported is negative. The good go unmentioned and the bad get all the glory...

Rep #1 pushed and tried to get me to set up an install date, assured me I was under no obligation and I could cancel later if I needed to. All the while he was still polite and certainly not overstepping any boundarie, just doing his job. I resisted, he thanked me for calling and wished me a good evening. He was probably cursing me when he hung up but he was certainly polite while we were taking.

So after a discussion with the husband, we decided to go ahead with installation set up. I called back and that's when the fun began... The dillhole who answered the second time started off on the wrong foot telling me that the very same package I had discussed with the first rep was only available with a 90 day trial and then a 12 month contract. We don't want to sign a contract & Rep #1 stated that would be no problem, the offer would be available at that price for 12 mos. after which we could continue month to month, cancel, sign a contract or whatever we pleased.

I tell Rep #2 this and he says "Uh, that must be a different special...". With that out of the way, we discuss packages, programming, etc. He's unable to answer some of the most basic questions or confirm that what Rep #1 stated was indeed correct. After all the details are ironed out, SS# gathered, etc. Rep #2 explains to me that the installer will be here in two days and that we will be expected to pay for installation at that time. Expecting to be slapped with the $19.99 fee that Rep #1 told me we would be charged for our 3rd TV, I asked how much I should be prepared to pay. He tells me that the first month's balance will be due in the amount of $126.62. Excuse me? Since when do we pay for service up front? I thought any and all installation fees, etc. were deferred to the first month's bill along with charges for the first month.

So I told Rep #2 that we would be unable to shell out that kind of money with two days notice. I told him we would have to reconsider and call back at a later time when we were prepared to pay to establish service. He became angry and began to tell me that I could set up now and cancel later. "Why would I set up now when I know I'll have to cancel later? Typically we make it a practice to avoid spending money we don't have. In a week or two we may call and set up svc and we'll budget to pay up front.". This angered him even more and he huffed and puffed and whined and proceeded to talk over me, told me a half dozen times that I was under no obligation, etc.

I attempted to explain to the young man that this was just something that I wasn't going to budge on, that I wasn't comfortable promising to spend that kind of money without checking with the husband first, etc. He says to me "What, you can't make any financial decisions without your husband?". WOW! We have made a promise to one another not to spend more than $50 without discussing it first. If he were on the phone, he'd say he had to discuss it with his wife first. It's just a matter of respect and courtesy. With two people spending out of the same bank account, it's a good idea to make sure that money isn't required for something else. Call me old fashioned...

Then he begins to practically beg stating that he works on commission and if I call back and talk to someone else he won't get the money! Like I freakin' care after you've been a RUDE asshole! Oh poor pitiful little boy. I understand commission, as I said my husband sold cars for a while and I am now self employed. I don't even get comission, I just get to keep my house and keep food in our cabinets!

Needless to say IF we opt for cable with Time Warner, I will NOT deal with that rude and arrogant jerk when I call back. I sent them an
e-mail via their website inviting them to call me or e-mail me with an apology or explanation and likening this poorly trained agent to a slimy used car salesman (not all of them are slimy, my husband sold cars for a while) but I don't actually expect to hear a response from them.

I'm really surprised they'd be so rude up front. I assumed they waited until you were actually a customer to do that, silly me.

After reading most of the comments of gripes and complaint's I should becoming a Time Warner Cable Customer Service rep pretty soon. Its good that ya'll give me a general idea of what needs to be fixed and dealt with accordingly. Those who only cares for selling just to make commission, its understandable that you'll get paid. Been in that boat when I was a loan officer and believe me, it sucks. But still, those who are working off of commission shouldn't be so ignorant, desperate or so on so forth. Just put it this way, its either me or this entire US Culture is all ate the the flick up, but if I was a customer rep, I would care less if I get paid or not but as long the customer is happy with me. If I end up working as their customer service rep, I would at least leave an extension so ya'll would get back with me rather than allow you deal with some idiot who only cares about getting paid. Those who only care about getting paid and not doing their job is considered very dishonorable and a piece of trash. (Yes, I am Asian and I only live mostly by ancient wisdom) Ya'll should at least ask for another customer service rep instead. If any of you come by me, then I'll take good care of ya. Regardless how angry you are, I'll make sure that I get my facts rather than allow MONEY run my arse. HA HE!

My family and 60 others lost their home in a flood in Wilmington NC on july 6, 2009. The red cross, salvation army, and several local businesses helped out. However, Time Warner Cable kept me on the phone for over 90 minutes. They would not waive their phone/internet transfer fees even after I explained what happened, did not credit my account for service lost, and OVERCHARGED me for transferring the service to our new apartment. I spoke to a "team lead" supervisor who just kept me on the phone another half hour, only to save me "$5". They were totally rude, horrible, and just tried to take advantage of our situation rather than helping us.

i had time warner cable installed in my home on 07/11/09 & cancelled on 07/15/09, it has been a nightmare every since. twc was told on 3 different occasions that there was a sprinkler system in my yard they damaged it anyway. i was told that i could have it repaired or that they could send someone out to repair it. i decided to let the person that installed the system to make the repair. 1st of all my husband was told that they would bury the cable that was across my driveway on the following wednesday they showed up on tuesday. my husband arrived home to some people outside of my house. he then told me that they had damaged the sprinkler and that one of the 3 guys were going to home depot to get a part. i told him to offer the 2 remaining guys bottled water & a soft drink. from what i am told he couldnt find the part from home depot so he went to lowes. thursday evening i noticed that the sprinkler was on but thought nothing of it. at bedtime around 11:00 or 11:30 i noticed that it was still on. i said to my husband that the system was still on, he replied that it hadnt gone thru the cycle yet i then said its only supposed to be on 30 minutes. he then went outside to try to turn it off manually. he couldnt. i then called twc made a report and was then told i could either have them to fix it or i could have it fixed & would be reimbursed. i chose to have the person that installed the system to take care of the damage. he did on 08/03/09. twc for days were giving me the run around & on today 08/10/09 told me that my claim was denied. i called new york corporate office several times to speak to the president regarding this issue but i am always told that the president is unavailable. ive allowed twc to speak by 3 way to the repairman but they seem to think that someone is trying to get something for nothing. I will be willing to bet it the damage was done to jerry jones, ross perot, trammel crow, troy aikman or any other prominent citizen reimbursemnet wouldnt be a problem. ive contacted every local news media outlet in my area and wanted to inform anyone that's thinking about trying to save a little money by going with twc PLEASE DON'T!!!!! their company is SHADY so therefore they think that the customers are shady. when i finish with this comment im then going to contact the TEXAS ATTORNEY GENERAL.

I live in Plano, TX. I have no business with twc. However, I noticed a week ago that Time Warner Cable marked lines across my garage driveway and side yard. The line acrossed the street and my neigbors' yard as well. This week, after they did some ground work and had gone,
I found out a couple of sprinkler heads of my side yards are missing. I am trying to find out where to complain and get it fixed or reimbursed if I fix them myself. Karen's posting made me believe twc is a very irresponsible corp. I am not even their customer and I have no idea what they did in my side yard. I need to find out what I can do about this!

By your post you are one of the CSR,s. It is your job to always give customer service regradless of the customers attitude. More than likely you are the reason the customer have an attitude. With an attitude like that you want have a job for too long. The service suck and so do you.

I was told when I signed up for time warner cable that the contract was for one year. Today when I called to cancel by services, I was told that this contract did some “magic” turn over in Sept of every year and that my contract automatically went from a year contract to now being a 15 month contract. This was not explained to me at all but the one year contract was explained to me!!

I really wish Fios was available where I am. I only have RR, don't watch tv that much, so $29 a month seemed great. Until suddenly without notice it became $50. I called up to cancel my service and they tried to sell me a bunch of garbage "if you add cable for $70, the internet will drop down to $40" Okay, so I'm still spending more money, which is NOT what I wanted. Now that was about a month ago, and now I get ANOTHER bill for $50, even though I tried to cancel. They won't let you leave! When I told them I was switching to another company, they said "oh, well they have contracts." What would you consider this? Not being able to cancel service sounds like a contract to me. Although the rate jumped in the middle of it, so that part doesnt sound like a contract. Convenient how they take the parts of contracts that help them and get rid of the obligations that help the customer. Fios please come to me!!!!

Well I don't know were to started from...just started the service and I already want to cancel it.....I had a tech come to my house to install services and he was there from 11:00am to 7:00pm . He also forgot to bring some things he needed for the internet.WOW
this was tuesday and its friday.....No one has be able to come and do the repairs.......almost everyday I am on the phone with customer service....they need to get retrain and be in the same page....or read there own notes!!!!!!! please read your notes....looks realy bad when u the customer has to tell customer service to read there notes..... They are just rude!!!!!