Service at the speed of the roadrunner (a fat, lazy, roadrunner that has been hit by a semi.)
So my cable and internet have been out since last weekend. On Sunday night, after being on hold for an hour and half, I spoke with a lovely Time Warner Representative who informed me that a repairman would come as soon as possible, which meant next Saturday. I told her that was unacceptable, I'm a student, I need my internet, blah blah blah. There wasn't anything she could do, but she did say "I'm so sorry" 18 times. Before we finished the call, she asked "Would you like to purchase additional Time Warner services?" "What, and have to wait a week for you to repair those when they go out? Hahahahaha" Click.
I tried calling them again later in the week to express my disappointment in their services and the Saturday repair job. Again, no dice.
Tuesday while I was checking my school email at work, I received this lovely email from Time Warner (ironic, isn't it, that they chose to communicate with me by email when I didn't have an internet connection.). I have taken the liberty of adding a few clarifying remarks.
Dear Ms. (Schmuck):
Thank you for contacting our office. At this time, the service appointment that is scheduled for 2/25/06 is the soonest we can get a technician out to you (in the middle of ghetto Akron where we can't get anyone to go because someone will probably try to steal our van and hock the parts). I do apologize for the inconvenience this matter has caused you. If you have any questions or need further assistance please feel free to contact our office (although it is most likely that we won't do a damn thing to help you).
Thank you for choosing Time Warner Cable for you home entertainment needs (even though you really didn't have any choice in the matter because in these parts, Time Warner Cable is God). The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue to provide the high quality of service you expect and deserve from Time Warner Cable. (Of course, our cornerstone will crumble unless high quality of service means going for weeks without said service.) (I swear I did not put that bit about excellence in quotes...that is their language.)
Sincerely, Your On-Line Time Warner Cable Representative
My scheduled appointment was between 12 and 2 o'clock. At 1:45, I received a call from Time Warner asking me if my cable was still out. I said "Oh my god, it is! What are the odds of that?". At 2:30 a repair-lesbian knocked on the door. Five minutes later I had cable again. Actually, 148 hours and 35 minutes later.
posted by Oola's twin @ 2:29 PM
2 Comments:
I can understand your frustration with Time Warner. I moved last summer, and called Sprint to change my phone service. Each time I called them (the first time was just to ask how much it would cost), they attempted to sell me Sprint DSL. I asked for them to move my phone line, and when I got back from work on a Monday at 4:30 p.m., the phone in my new apartment still was not working. I called them again, this time they (wisely) did not try to sell me anything, but told me to just be patient, it should be done today. It was, but only because I was home at the time, even though they told me I did not need to be there.
Unrelated to this episode, I got an envelope from Sprint which said "Important information about your account enclosed." (or something to that effect) Thinking I had missed a payment on my bill, I opened it, only to find out that it was an ad for (you guessed it) DSL. I called Sprint (slightly annoyed because this was not the first such junk mail advertisement from them), and told them that I did not want to hear from them again unless there was a problem with my account, and that they should not send me any more advertisements. Amazingly, they listened to me.
So update (kind of going along with Doug's comment):
I got a call from TWC yesterday, the left a message on my phone saying "We need to speak with you about your account." I called them back and they said "Are you happy with your 20 channels? We can get you 400." I said "You have got to be kidding me." I then proceeded to tell him that it took them a week to fix 20, how long would it take to fix 400? I then said it was my intention NEVER to get additional TWC services again.
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