I received a promo in the mail stating that my new rate would be $145 / month for all the best and my previous rate of $123 / month would expire. I realized I am already paying higher than the $123 / month. I called TW, on hold for 20 min and finally spoke to a rep who had no record of the promo and could not explain the discrepancy. The rep then said I had to call after my current promo was up (ie after they started charging me an increase of 17%) and ask for a discounted rate. Why not just give me the discounted rate? After 5 calls and a total wait time of 1.5 hours they finally agreed to keep my rate the same for the next year.
I agreed to add turbo to my services. No one told me I had to reboot the modem to open up the bandwidth. After three weeks of no improvement (but paying the turbo fee) and waiting on hold for 30 minutes for Tech Support I rebooted the modem and got the speed increase.
How does this company expect loyal customers with shoddy customer service?
0 comments