I have been a loyal Time Warner Cable customer for many years. A few days ago, started to experience connectivity problems. Running the speed test, the download speed would be fine, while the upload speed would completely freeze (Fail message after several minutes).
I immediately called Customer Service and was transferred to the regional technical support. After speaking with several individuals who kept running through the same list of protocol questions, I finally asked if they can actually trouble shoot the issue? I was told they have limited tools and ability to ping my connection - what a joke! I asked where they were located, the Philippines - go figure.
I insisted for the issue to be escalated or at least be transferred to Tier 3, since there were other individuals (relatives) in my neighborhood, who were experiencing the SAME exact issue. I was told that would not be possible, since on their end they were not seeing any issues. After demanding a supervisor, I was able to get an appointment for a technician to come out, with the earliest appointment available in TWO (2) WEEKS.
Is this what you call acceptable customer service?
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