Time Warner Cable
PO Box 650063
Dallas, TX 75265-0063 July 29
To Whom It May Concern,
On July 18, I called Time Warner to discontinue cable service for my television and high speed internet service. I was placed on hold for about 15 minutes until someone was available to speak. Time Warner’s operator set up an appointment to pick up the television box and modem from my residence on Saturday July 28 between the hours of 11:00 and 2:00 pm.
On 28th July at 2:10 pm I called Time Warner because no representative had arrived during the scheduled time to pick up the equipment. I was placed on hold for about 15 minutes until someone was available to speak. The Times Warner representative promised to check up on the whereabouts of the technician and call back within 30 minutes. The representative did not call back.
At about 3:00 pm I called Time Warner back. I was placed on hold for about 15 minutes until someone was available to speak. After explaining the situation the Time Warner representative apologized that the other person had not called me back and promised to check up on the whereabouts of the technician and call me back within 30 minutes. The representative never called back.
At about 4:30 pm I called Time Warner back. I was placed on hold for about 20 minutes. After explaining the situation, this Times Warner representative also apologized that neither of the other two persons had called back. He promised to look into the matter and call me back within 30 minutes. He advised me that being Saturday no Supervisors or Managers were available for me to speak with. As you probably have guessed this representative never called back either.
At about 5:45 after calling back and waiting about 30 minutes, I explained that the tech representative had not arrived, no one had called back after my enquiries, and I wanted to know what day and when someone would pick up the equipment. The Time Warner operator emphasized that the appointment was highlighted and that a technician would arrive but maybe not before 8:00 pm. She said an appointment could not be rescheduled unless I cancelled the “highlighted“ appointment. I declined to cancel the appointment and agreed to wait until 8 pm for the tech rep. Naturally no one ever arrived.
On July 29th I again called Time Warner. The surly person who answered the telephone, after about a 15 minute wait, could only offer to schedule someone to pick up the equipment. August 8th was the earliest date available for pickup.
It is difficult for me to find words to express my total disgust for the performance, reliability, helpfulness and dependability of Time Warner and Time Warner employees. My best wishes for Time Warner are that you experience loss of customers, unprofitability, loss of jobs, and bankruptcy. Any company that operates in the manner you exemplify deserves the same.
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