The Epitome of Bad Customer Service
Today has been a day of complete and total frustration. I have been lied to and hung up on by a company that I pay a whole lot of money to provide me service.
At around 9:15 AM today, I lost my cable, internet and phone services. Perhaps not typically a big deal, except for the fact that I work from home. Thus began my saga of horrible service with Time Warner cable. Upon calling TWC I was advised to unplug my modem (I had already tried that prior to calling in) and that there were no neighborhood issues. An appointment was set for 24 hours later despite me advising the representative how important it was that I having working service due to my job.
I called TWC about 45 minutes later hoping that I could speak to someone else that could provide me a better resolution. This called advised me that there was indeed a neighborhood issue and it would be resolved in 2-3 hours and that technicians had already been sent out.
Two and a half hours later, still without service I called back. This time, after laying the phone down to check on something (while I got to hear laughing and carrying on at the Indian call center), I was told the problem was still being looked at and should be resolved soon.
About an hour later I called back for a status update. At this time I was told that the issue would be resolved today. I asked for reassurance and was assured I would have service before the day was out.
At 6:30PM I called TWC back once again. At this call I was told there was no longer any neighborhood problems and they would send someone out tomorrow. I explained the chain of events and she told me there was no indication in the service notes of my being told anything about service restoration. I explained to the representative, Bethany how important it was that I get up and running immediately and she proceeded to tell me over and over that there was nothing she could do. I did let her know how upset I was about being lied to all day long and reiterated my need for service restoration. After about a 15 minute wait, I finally spoke to a supervisor, Crystal Mann.
Things only got worse. She refused to send a technician out tonight and stopped just short of calling me a liar about being told that service would be restored today. Despite again explaining that this was putting my job at risk, she remained inflexible. As I was asking her if she could change my service call to earlier in the day tomorrow, she hung up on me.
Did I express my frustration? I did. But I neither yelled at any representative, was never abusive and never used inappropriate language.
Lo and behold. Around midnight, service was restored. This was a big surprise because they told me they needed to come to my home…and no, the technician never showed for their appointment the next day.
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