I received a promotional offer in the mail through Time Warner Cable. It offered three services and one bill. This includes Digital Cable, High Speed Online & Digital Phone.
I called & requested installation. The new customer representative was able to get an appointment scheduled for the Cable portion in two weeks between the hours of 10 - 12pm. I was able to make arrangements for someone to be here at the address to accomodate the installer. I had a very important meeting that could not be re-scheduled.
Upon my return, my dauther had informed me that the Cable installer had been there, but left without installing the cable because of a previous balance at the same address. He left no paperwork for reference. I immediately called the customer service number provided and spoke to a customer service rep who tried to help me to re-route the installer back to the location. However, after talking to her supervisor, the first availability would be the following day. At this point, one night without television reception wouldn't kill me.
Twenty minutes later, I noticed a Time Warner Cable installation person on the telephone pole in the back alley of my house. I immediately checked reception & all snow! He disconnected the service! As I ran around the corner to catch him, he sped off down the alley. I called the customer service line and spoke now to a different rep who informed me of three reasons why the service line was disconnected. First, because of a due balance ($41.77), The second reason was because the former customer had coincidentally called (during this interval) and voluntarily disconnected the service himself, and the third and final reason was insinuated that service had been received illegally and the address was receiving the reception for free. I was assured that the installer would be coming out the following day to install the cable.
I received a call from the installer the following day. The heavily accented gentlemen had informed me that he could not install the service due to a power outage, and also that the computer was down. I would have to call and make another installation date. I immediately called customer service once again. I had the rep check to see if there were any power outages or computer failures in the vicinity of my zip code. The rep confirmed that there were none. I explained now for the third time what had happened. She was able to get in touch with dispatch to amend the situation. I was tranferred to a dispatch number to reach a particular dispatch rep. Of course I reached voice mail. He did however call me back to let me know that he was able to get someone out that day.
After all of this, I had decided that I would cancel the Digital Phone and the Internet Connection since I had such a bad experience with the Cable portion. Well — guess what happened? Because I made a change to the work order (completely separate from each other), the Cable installation was cancelled.
Well, to make a long story short, I still have no reception, can't get anyone on the phone, and it will probably be this way for the next couple of weeks. I have a plane flight out early in the morning and will not be returning for several weeks...
How's this for customer service? I can't wait for another provider to come available so that I can once and for all get rid of this monopolizing company who play conspiracy games between their customer service reps and installers. It was out of spite that the reception was disconnected. It was also very unprofessional to outright lie to me. Much less three lies within the same conversation.
Anyone???
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