I would like to start out to say that I have been a customer of Time Warner for 30 years. Apparantely that does not help my cause whatsoever. I started having problems with my digital and regular cable around June 8th of 2009.
I called the number on my bill for service on June 8th and they scheduled a tech to come out of June 11th he was to arrive somewhere in the window of 2:00 to 5:00 pm. I was informed that he would call twice before his appointment and if I did not answer then the appointment would be cancelled. I therefore supplied them with my cell number which I have on my body at all times.
I never received a phone call on the 11th but a tech showed up at my door. Unfortunately a bad storm had come throught N. Texas on June 10th and knocked out power to over 20,000 residences and mine was one of them. So when he showed up at my door I informed him I had no electrcity to be able to check the cable. He told me to call the office whenever my electricity was restored.
On June 14th I called the customer service number once again and explained the electrical outage and told them I had electricity and that my cable was still not working properly. They scheduled someone to come out on June 16th between 2:00 and 5:00. I again gave them my cell number as the best way to reach me. They told me the same scenario would apply if the tech called twice and no answer the call would be cancelled. I was told that I would have about a 15 to 20 minute window of opportunity to get back home after the tech notified me.
The tech showed up at my home and I had left a friend over there to since I had to be at work that day. He changed out the box on the digital cable and then proceeded to tell my friend that the other tv's in the home needed a converter box to make them work properly. He explained since the conversion on June 12th to all digital I would have to replace my tv's to digital or get a convert box. Bull!!! I even know this as long as your tv is with a cable company you do not need a converter box. He programmed my digital tv (the one on regular cable) so that I would get the local channels like 5,8, 4 and 11 up higher. It still did not fix the snow and the lines running through which is bad reception period.
Again this tech left and told my friend if I had any more problems or if the problem was not resolved I was to call back in and they would have a line tech come out because the problem would be outside in the line somewhere. He also said I would not have to be home when they came out.
Okay so the cable is still not working. At this point I am frustrated an annoyed. I have guys coming out to my home and talking about stuff that just doesn't make sense. Why not just fix the darn problem and let me enjoy my life..
I have to call back again and they schedule a guy to come out on June 20th between 2:00 to 5:00.
At exactly 2:01 my cell phone rings. It is the tech inquiring if I was still having problems with my cable service. I said yes and he replied "okay I will be out there shortly". I patiently sat down and started to wait for him to show. Thinking I would only be waiting for about 20 minutes I went ahead and corraled my dogs so that when he arrived they would not try to bite him. I waited and waited. No tech! Finally by 4:40 I decided to have my brother hang around my home while I ran to pick up my daughter.
Finally at 4:45 he showed. He preceded to tell my brother that he would install a device to help bring the signal into the tv's stronger. He did this and left. While he was there he went into the back yard and the whole time he was there he was talking on his cell phone. Laughing and talking about personal stuff. He could of cared less if the cable was fixed or not.
Guess what the cable was not fixed. I called Time Warner back on June 20th at 1:00am explained what had happened earlier that day and also went over with them again that supposably I did not even have to be home when someone came out next because it was in the line somewhere and not in my home. The customer service rep agreed with me and said she would set it up for someone to look at the line the next day.
Our cable is still messed up. I have placed and received numerous calls from Time Warner. When they are suppose to call me on my cell number they will call me at my home number during the day when I am at work. I have told anyone and everyone at Time Warner my cell number in hopes that they would call the right number. I am beginning to think they do not understand English.
In the week of June 22 through the 26th I called them every single day. I got different stories from different customer service reps to why my service was not working still. I then received a call from a Time Warner person that says he resolves issues between customers service and the techs. He said not to call the customer service number anymore and supplied me with his cell number. He said to call him if I was still having problems. Well DUH I am still having problems. I was going out of town that Friday so I decided to call him today (June 29th) to let him know we are still having problems. I got no answer and then I left message. I called back after two hours and finally got him. He said he would talk with a tech and call me back. Three hours later still no call back. Called him again and no answer left a message again.
Time Warner do the right thing fix my cable so I can watch it and stop giving a customer of 30 years the run around. Why do I have to take off work and wait for 3 hours for someone to show up when I have done this 3 times. What's that about. Shouldn't there be exceptions to the rule for some customers? Get someone out that really knows what they are doing.
I am most likely going to cancel my service and move on to AT&T. Any help to resolve this issue is appreciated but apparantley if you are not GOD no one can help.
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