I had the most terrible experience with Time Warner Cable I have EVER had with one single company in my life. It started from day one when I called for new service.
First: I was tricked into purchasing more services than I wanted by the first person I spoke with. I was told in order to get Turbo Internet it was $X more and that it came with a wireless router, but he asked if I wanted the router. While I did not need it, if I was paying for it anyways, might as well.
Second: When my service was installed I was told about the $15/month charge JUST for the wireless, so I told them to take it back. Now, they had already calculated my first payment due upon installation which was based upon a pro-rated first month, and a second full month (based on my monthly bill). Since this was reduced by my not taking the router I asked if my first payment would change, the installed agreed but after talking with TW over the phone, they were told to collect the same amount. *This started the hell I have lived for over 6 months.
Now: From here forward every calculation on my account would be wrong and the customer service representatives, if you ever get one on the phone (4 of 5 of them were not able to do simple math). I spoke with many different managers, spending hours every billing cycle trying to get someone on the phone that could follow my explaination, each month it got longer, and the level of incompetence was so high it was very annoying. Even 2 managers were not able to do the simple math. There were times I would give them some numbers and told them to do a calculation (regardless of my account) and they were inaccurate with their answers.
The reason I decided to write this is because I have cancelled all services, they actually owe me $63.69 and I have been on hold for 36 minutes waiting to speak with someone for the first time. For the last 3 months, each cycle I call to talk with someone in billing, I have waited between 45 min - 1 hr 15 minutes one time, to get someone on the phone. Within 4 days of my cancellation they made a "courtesy pickup" of the $400 worth of equipment I had of theirs, but of course they had no check for the balance of my account THEY OWED ME. That would be mailed. I was very inclined to send them on their way and hold their equipment hostage for my balance but I guess I was caught off guard when he came to the back yard while I was mowing to collect his equipment, or looking back I certainly would have done it differently. So here I am, now running the meter of time wasted from my life dealing with this company, and dont take this lightly, at about 22 total hours spent over the last 6 months waiting to talk to and talking to Time Warner Cable Austin trying to make sure everything was fair. And still it is not. Its now 41 min and 23 seconds I have been waiting to talk to the first person and the elevator music on speaker is killing my girlfriend so I have to go wait in another room by myself.
ALL IN ALL, GO WITH ATT, OR FOR THOSE WHO DONT HAVE THAT OPTION, PLEASE SAVE YOURSELF TROUBLE, READ HOW POOR CUSTOMER SERVICE IS AT TIME WARNER AND USE AN ALTERNATIVE. Finally the telephone companies have unleashed ACTUAL competition against TW who has been a monopoly in this country for too long. This is why we have ANTI-TRUST law and open competition to stop fixed over pricing and bullying by large corporations like TW. And I promise they are hemmoraging money to this competition which is why they have me on hold for 45 minutes busy trying to save other clients from leaving. Call back and push 1 for new service and you will speak with someone immediatly. They ONLY CARE about themselves, not their customers.
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