I can truly relate to the previous complaints on Time Warner customer service! Last Wednesday, 4/16 I called because my internet stopped working. They ran diagnostics and found that I had to have a service appointment. Of course, the earliest possible date is Monday, 4/21/08. Someone called me Saturday to confirm that I was still having the internet problem - I said Yes! On 4/21/08 my service appt. Is between 1pm - 5pm. I called around 2pm to see when they might be coming. I was then informed that my appointment was cancelled by the Technician who reported that issue was an outage problem and it has been fixed. However, no one bothered to call and ask. They put me back on the service appt. List for 4/21/08 by now it is 4pm so I have to wait now until 8pm. The technician comes an hour after I get off the phone. He comes and informs me the issue is with my neighbourhood - no internet lines working and maintenance have to come fix the lines. Great! I call back later on that evening to see if that was done yet or when it would be done. Customer service has No Idea about what the technician told me. He said he would take all information down and schedule a maintenance call first thing today. Now it is 4/22/08 Time Warner rep calls me this morning to schedule confirm a service appointment. So then I had to explain to him that it should be a maintenance call not service call. He was supposed to call me back when completed. It is still not done. If this is not resolved by tomorrow I will be cancelling my services. The lack of communication between technician centre and call centre horrible. I am telling one centre what the other told me. It's like being the go between for two arguing kids.
0 comments