In early October, my husband and I made the decision to bundle our TV, Internet and phone services and switch to Time Warner. This moved would have saved us about $70 a month.
I called TWC and set up an installation appointment. When the tech arrived to install the equipment, he informed me that someone should have been out to bury a line and that he couldn't do it as he didn't have the appropriate equipment. When I called TWC to ask what happened, they informed me that the people who owned the house before us had TWC and, therefore, the house already had the necessary lines. The customer service rep repeated this 3 or 4 times even though I kept telling her that we built the house and had Directv installed very early on in the process. She finally gave in and said she would get someone out to bury the cable.
Once the required work was taken care of, I called to schedule the equipment installation. The tech was half an hour late, but no one ever let us know he would be late. Turns out he had to wait for someone to bring our equipment to him. Slight problem, though. The original sales person had screwed up the order - 4 boxes instead of 5 and, not only that, the wrong combination of boxes. Given that it was almost 8pm and it would have taken another hour or so to get the equipment to our house, TWC decided to reschedule the appointment yet again.
Which brings me to yesterday. They were supposed to arrive between 3 and 5. Somewhere around 6, TWC called to tell us the tech was running behind, but assured us that he would be there. Around 7, the rep called back to tell us that the tech had other houses to do and would not be coming at all. She rescheduled the appointment for Friday. Half an hour later she called to tell us they couldn't make it on Friday.in fact, they couldn't make it until sometime after December 1st.
At no point did anyone from TWC take responsibility for the screw ups.
At this point, I am irate. I called TWC and cancelled the installation. It may cost me more to stay with my current vendors, but the hassle of dealing with Time Warner isn't worth it. I can safely say that I will never use TWC in the future.
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