After having amazing service and results with Time Warner in the Columbus area, my wife and I decided to stay with Time Warner when we relocated to Hudson, OH. I would like to chronicle our interactions to this point so that you can understand where I am coming from.
(1) We first called Time Warner at the beginning of November to begin cable, Internet, & phone service. We were told that the house had never had cable and that a site check would need to be completed. We were also told that we would be called back in a few days.
(2) After not hearing from anyone for over 1 week, we called back. We were told that the site check had occurred and cable was available, but the report had not been entered into the computer... They would call us back that afternoon.
(3) After not hearing back from anyone for several days, we called again and were told that the soonest that our services could begin would be ONE MONTH. When we explained that we had been delayed 2 weeks because of Time Warner's failure to call us back, we were told that a supervisor would call us to discuss.
(4) After no supervisor called, we called back and were put on hold for 1 hour. No supervisor ever came to the line. (Mind you, we are using our cell phone for all the minutes because we don't have a home phone at this point.)
(5) After speaking to a Time Warner installer that is a friend, we called and asked to split-up the order so that the cable and modem could be installed sooner, and we would wait on the phone. We were told this had to be done by a supervisor and that although none were available, they PROMISED one would call.
(6) After no one called (surprise), we called back and were put on hold for an hour again before we hung up.
(7) We decided to go with the local phone service, as we could no longer wait on Time Warner for the phone but decided to stick with Time Warner for the rest. When Dec. 11 came, we were informed by the installer that the work that was documented in the site visit had never been completed, so there was no way to begin service. We had to call back and start all over. Additionally, the equipment we had requested did not match what he brought to the house (not that we could use it anyway).
(8) On Dec. 12, we called again. After being on hold for 45 minutes we were told that the soonest the work could be done was Dec. 27, but that it might be late January before we would have service "because of the holidays." Again, we were assured that a supervisor would call to discuss escalating our order. Never happened.
(9) I then sent an email chonicling our experiences to the customer service department. Guess what? No response.
(10) We left for vacation for a week. Upon our return, we called on Dec. 24 to verify that a technician was coming on the 27th. They had no record of it, but said that they would put it in the computer. They said that it would be January before the install could happen though. Wehn we begged and pleaded, they put us down for install on Dec. 31.
(11) On the 27th, someone presumably came (we were told we did not have to be home, as the work was all outside), but they didn't do anything.
(12) We called on the 28th, and were on hold for 30 minutes. The agent said she would put on hold and research the item. Guess what? Yep, they hung up on us!
(13) Called back and was on hold for another 30 minutes. We were told a supervisor would call. Yeah, right!
Time to go to satellite. I mean, how many times can one guy get kicked below the belt?
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