We called TWC to pay a past due bill and set up new service. The bill was paid, the information given, we recieved a "code" and an appointment was set for the tech to come out today (Friday) from 2 - 4. We were told we would get a call a half hour ahead of their arrival time. At 3:45 I called to find out where the tech was, at which time the woman I spoke with looked up the account and said whoever took the order put the wrong city and state in the order and she had to fix it and would find out when the next tech would be available. I was on hold for apprx ten minutes. I never heard from her again.
A new lady got on the phone, an account manager, and told me we didn't pay the appropriate amount to unlock our account in order to set up new service. She was abrupt and rude. I paid the difference, said thank you, and without a word she put me back to an automatic system, with which I had to set up a new appointment.
The next lady asked the same information, and saw that someone had put the wrong city and state in. Remember, we have had service at this address before, and she has the correct phone number. After setting up a new account and requesting another appointment, she said she wanted to verify that our address is in the city and state we said it was. On hold again. We parted with her saying she wasn't satisfied that our address is in the city and state we told her, and she wanted to look into it and would call us back in an hour.
My husband took off half a day for this appt. So we had to pay more money than the amount which was acceptable and worthy of an appt the first phone call, my husband lost half a day of work, and they are essentially saying they don't believe we are in the city and state we say we are in, yet we've had service at this address before.
We then received a call from a supervisor named Brian. He was the most polite, willing-to - help individual we spoke with during this whole ordeal. HE apologized for the mistakes made by the ladies on the phone who messed up in many ways. HE wanted to fix the problem, and only he did.
I wish we spoke to him first and only him. If there was ANY other option for a decent internet connection and tv package, Time Warner would never be considered. I hope Brian is paid well.
This was apalling.
0 comments