I do not think I can accurately describe in words just.how.much.I.hate.Time.Warner.Cable. But I’m going to try. I’m really going to try. And you don’t need to take just MY word for it. They have ranked dead last in customer service not only in cable providers, but dead last in customer service IN ALL US COMPANIES. Let me state that again for you. TIME WARNER CABLE RANKS DEAD LAST IN ALL US COMPANIES FOR CUSTOMER SERVICE. Read the June 2, 2015 article in The Consumerist here: “The Worst of The Worst”
Where to begin? When the cable went out during the Super Bowl? On the numerous occasions when the internet went out and I had to wait a minimum of a week for a tech repair appointment? (Reminder: I work from home.) Or how about just the quality of the actual service itself? The TV picture pixelating for no apparent reason, the internet lagging like crazy. Then, of course, there’s the very generous wait times – being put on hold when calling in to customer support. (But no worries, if you call for sales, you NEVER have to wait. You get right through!)
I have seriously lost count of the number of times that I have had to call and complain to Time Warner Cable. I don’t even want to think about the actual number of minutes of my life that have been wasted and spent on the phone with them – I’m fairly certain it would depress the hell out of me. And to be fair, I also don’t want to think about the poor people on the other end that I have often times not been very nice to. It’s really not their fault, and they always get the brunt of the call from people like me. Their jobs REALLY must suck and I honestly feel bad that they have to work at a company like this.
So the latest (and last) fiasco is this: everything just basically STOPPED working. Our cable was crapping out left and right. Our internet was lagging left and right. We’re paying $105 a month for the LOUSIEST possible service. That’s $105 for slow internet and cable (no phone people, just those two things). We kept getting invitations from Verizon to switch for $60 a month (INCLUDING a land line), so I called Time Warner Cable and asked to speak to their Customer Retention Department. He, of course, treated me like an idiot saying he’d give me 3X the internet speed like that was some big deal, and I was like, “You’re going to have to do better than that” to which he responded, “Well, what do you want?” I told him I wanted him to match Verizon’s deal. After much hemming and hawing, keeping me on hold (of course, because my time doesn’t matter per usual, (thanks, TWC!), he offered me this:
- 3x Faster Internet Speed
- $10 off per month on my bill ($95 a month)
- $150 Visa Gift Card
I accepted the offer. This was about a month ago. I’m fairly certain you can all guess exactly what I got. If you guessed NOTHING, you get a gold star. EXACTLY AS EXPECTED. Bravo, Time Warner Cable! Well, you know, that’s not exactly true. I *DO* get about a million different pieces of a mail a month from them asking me to upgrade to different services.
And this gets better. So I realized that I never got the gift card, and I called in, and was immediately put on hold for like 15 minutes. I opted for the chat instead. This is also much better for me because I’m slightly hard of hearing and I can NEVER hear them when I call in anyways. SO, I get on the chat and I’m talking to someone and I explain the whole situation to them, and then they give me the online redemption code – except it’s not MY redemption code. It’s ANOTHER CUSTOMER’S REDEMPTION CODE. With THEIR customer information and email!!! I could have very easily taken that information, redeemed it for myself – I could NOT believe how careless they were. Instead, I let them know their error and there was not even a thank you or acknowledgement of their mistake.
After spending about 30 minutes on that chat, I realized that getting an online redemption code was a very, very bad idea.I requested that they MAIL the Visa Gift Card to me. You’d think I just asked to have them gift wrap and send their first born. I was transferred to another chat rep. I had to give the whole story again. She then said she was the wrong person to talk to. She then transferred me AGAIN. The chat call was DROPPED. I had to call in AGAIN. Same thing, all over again. The chat call dropped AGAIN. After AN HOUR of being on chat and going through the story FOUR TIMES, NONE OF THE ASSOCIATES HELPED ME. Not only that, NOT ONE OF THEM followed up. None of them made sure that card got in the mail. None of them made a phone call back. Nothing.
The ONE positive note that I have is that we did have a technician come out and put in new wiring. He was pretty fantastic. I forget his name, but he did an awesome job and really should be commended. I bet he won’t even get acknowledged by TWC, even though he’s the ONLY guy that went out of his way to help us and make sure we were happy customers. (He was at our house three times and did tremendous work. I wish I could remember his name. He was great.) In the event that somehow he reads this, I want to make sure he knows that WE really appreciated his hard work.
I just got my bill in the mail, it’s exactly the same. I have never received the Visa Gift Card in the mail. Our internet speed is exactly the same, even though if you mention it, they’ll interrupt your modem, reboot it and tell you your speed is perfect. I called into Time Warner Cable this morning to complain again about not getting the gift card and my bill not changing, but I was immediately put on hold for a minimum of 12-15 minutes, and I’m just done being on hold for you any more. Broken promises, broken customer service, broken everything.
UPDATE: I posted this on Twitter, and of course, they IMMEDIATELY wanted to help (laughable). Asked me to send them a direct message, which I did with all the details. It’s been over 24 hrs and I’ve heard nothing back. I DID, however, get the standard BS Twitter responses the REBOOTS interrupting my service AGAIN, and then a log of all the nonsensical, BS, non-help. Not one single person has gotten back to me about the gift card problem, no one has apologized, not one customer service person has responded about this blog, nothing. They obviously just DO NOT CARE.
I’m posting this on Twitter and running a little “Retweet Contest.” If you RT this by Friday. 9/18, you’ll be entered to win any online gift certificate of your choice for $10. Ends at NOON, PST on Friday 9/18. Every RT = 1 entry. Have fun! :)