I find that the customer service in Brooklyn branch of TWC is really lacking. We have been trying to transfer our Triple Play Service (cable, phone, internet) to our new apartment for about a month now.
Our first scheduled technician appointment never happened. When we called TWC, the rep said, "Oh you're service was canceled." We replied, "well we didn't cancel our service, we transferred it." They also reported that there was no record of the scheduled appointment. We rescheduled for two weeks later.
The next day the TWC phone division left a message about the transfer of phone service and asked that we call back. So we did. The rep said, "oh well that's the phone division, you need to speak with them." "Okay - so how do we do that?" No response. They also mentioned that a technician had stopped by the day before at 12:15pm but no one answered the door. The day before we were told that there was no record of an appointment because our service had been canceled not transferred.
The phone division called again yesterday. We missed the call. they did not leave a callback number but instead left a message saying "Well, since you're not answering your phone, we can't do a verification so we're canceling your service." We called TWC back. Again, they said, "well your entire appointment was canceled by the phone division." We argued and argued until they finally said that they might be able to schedule us in from noon-4:00pm on the day of our original service.
Of course, no one showed up. So the battle begins again. The truly unfortunate part of all this is that they are our only option for cable/internet. The other company does not service our street.
We were offered a 2-year package deal if we switched our phone service to Charter. Charter reps had offered phone, an additional DVR box and a few extra channels for only approx. $20.00 more per month. When the bill came it was close to $100.00 more, not $20! We went to talk to them about it before we paid our bill, and was told our service would go back to the original plan (at an additional $15.00 per month...of course!) We agreed. Wanted to pay what we owed with the new changes. Charter clerk refused to take our $$. Said he wouldn't know what exact charges are until all changes went thru their system, but we would receive a revised bill shortly. We didn't! What we got a little over 2 weeks later- a "Final Notice Before Disconnect" With a charge of $386.26!!! That's an increase of over $160.00 from the original bill!! Not too mention, doesn't "Final Notice" imply that (1) You've received a bill? And (2) You've also received a "Past Due" notice at least once??
We moved into our house a month ago, and signed up with Charter for super-fast (20mbps) internet service...
I was a customer at time warner in Dayton, i recently move to cincinnati i have been hassle about a box that...
I have been a long time 7 yr customer of time warner service, I have always loved their roadrunner internet service, today I had an appointment with them to send a technician out between 8-10 am, the guy never showed, so I called at 10:30 am AND THEY GAVE THE GUY THE WRONG PHONE NUMBER TO CALL ME AT, I LIVE IN A SECURED BUILDING, SO WE SET UP AN APPT. FOR 3-5 PM SAME DAY, SO 5:30 PM CAME AROUND STILL A NO SHOW, I CALL AND TALK TO YET ANOTHER "CUSTOMER SERVICE" REP. FOR THEM TO TELL ME THEY GAVE THE GUY THE WRONG PHONE NUMBER AGAIN!!! Their suggestion to switching out the modem was for me to wait an additional 3-4 hrs for the guy to get here. I asked to speak to a manager, go figure I was on hold for another 10 minutes still no manager, I called back I asked then if i could just return the modem to one of their offices...and exchange it...nope they cant do it. So I am a very unhappy customer they dont care about you or your time. Do yourself a favor GO WITH WOW!!! OR A Company that cares!!!
I should have trusted my instincts. I finally signed up for broadband internet access after years of using...
I have had TWC of Dallas since I moved here. I had a previous issue with TWC and billing that was addressed...
Too bad I can't give NO stars or negative stars. I cancelled my cable on 9/18/2009 because I got the new...
Where to begin: I ordered charter internet services for my wife for christmas. They were scheduled for December 26 between 3 and 5 pm. The first guy showed up and said it was too cold to hook up my internet and had every excuse in the book. I immediately re-scheduled for Jan 1. Second installer same problem, its too cold to climb the poll. I finally convinced him if he would hook it at the poll i would do the rest. After 10 minutes of excuses he finally sighed and gave in. Yes i did the rest myself. Upon leaving he noted the cable was strung across my neighbors yard and mine. He said someone would show within 3-5 business days to bury the cable. No dice, it's still strung across both of our yards. Today Jan 20 i call charter because i receive a bill in the mail saying i owe $129.00. You guessed it, not even close. To have the internet installed i had to write the installer an $80.00 check which customer service said could be deducted from my bill. "Like i was supposed to know this." Im not done yet, and i was warned by everyone i knew who has charter "DONT DO IT." Well i should have listened. As i called customer service today to find out about my bill they informed me that i was to pay $29.99 a month instead of the $19.99 Package i signed up for. Go ahead and look on their home page. Charter basic internet $19.99 a month. She informed me the installer gave me the Charter media package. What does this consist of? It is a wireless router and to avoid this extra ten dollars a month i would need to surrender my box to a local charter office for a regular router. What A SCAM! I am so mad at myself for even considering Charter, why didn't i listen to any one of the people who already have Charter. There is no complaint dapartment at Charter and you cannot understand anything the customer service rep is saying to you. So, after an hour on the phone asking her to repeat herself because she cannot talk english and i cannot talk arabic i realized the whole conversation could have been boiled down to about 5 minutes. Good thing they were not charging me for the call. I will be posting this comment anywhere and everywhere allowed. I want people to know what their experience will be like with Charter Communications.
I'm looking at this great deal from Charter for cable and internet & phone but there's no way I'll deal with them - two friends have been cheated by these folks. One called to find a way to lower her bill, was told to do xyz, which she agreed to and the next month her bill, instead of being $40 LOWER was $20 HIGHER. When she complained was told, so sorry, you misunderstood...because there was nothing in writing, nothing my friend could do. And she deals with such details every day on her job...not just a misunderstanding! I won't even consider dealing with Charter - that's the second friend with a similar complaint - they tell you one thing and then you are NOT pleasantly surprised that what you heard and what you got are 2 different things. And no one has said good things about their business.
I had the worst customer service experience I have EVER had several days ago, when I called Time Warner. I had just moved from an address in Cleveland, Ohio and had called approximately a week before I moved to cancel my cable/internet and get the information of the office that I would drop of my DVR and road runner cable modem. The representative game me the wrong address (added an East to a road that wasn't there) and told me I could drop it off on Jan. 2nd (which was a Saturday). I had to drive out of town that day. When I went to drop it off, I couldn't find the address, I had to call Time Warner AGAIN, and you know how it is virtually impossible to get a real person on the phone, but finally got the write address, and found out the office was closed. There was nothing I could do at that point, so I took the DVR and road runner modem with me and figured I could drop it off in an office in North Carolina, where I was moving.
When I called Time Warner to tell them what had happened, and ask if I could speak to a manager (I felt like I had wasted a lot of time due to misinformation--even though that customer rep was at least really nice and respectful) I was blown out on the phone by a rep. I wish I could have recorded that conversation, and I would have posted it all over U-tube it was so bad. He literally was yelling at me, saying "Ma'am! It was your responsibility, it is your fault! not ours! Ma'am! You cannot talk to a manager, I decide if it is appropriate if you talk to a manager, and this is not an acceptable reason!" He literally was yelling, and I was literally crying at the end of the conversation, before I finally hung up on him. I told him, that an apology would be nice instead of bullying me, which was exactly what he was doing, he gave me a sarcastic apology. I have NEVER, EVER been treated so badly. I told him that I thought they should make an exception and let me return it in NC, they refused, he told me I had to mail it to Ohio. I told him that they should have to chip in, he told me that wasn't even an option. I still can't believe how rude this guy was, and that Time Warner allows their reps to yell at their customers, and not allow them to speak to managers. I would be fired from my job as a nurse immediately, if I spoke to a patient/customer like that! It doesn't take a genius to know how to give good customer service, if they had allowed me to talk to a manager, then apologized (without me asking for an apology, and were sincere about it), I wouldn't have been upset, just a little irritated to be inconvenienced. They have no idea how to give customer service. I wish you guys could have heard the conversation, it was unbelievable! I am not someone who makes complaints, but after I was treated this way, I am prepared to tell anyone who will listen how TERRIBLE Time Warner Cable's customer service is!!
I figured I would share to other examples of poor service I received from Time Warner as well:
Several years ago when I paid a bill, they credited someone elses account with my check, were telling me I was overdue, when I faxed them a copy of the cashed check to them (by them!), and asked if they would knock off some money for my inconvenience, they told me they would knock off the late fees only. The late fees that didn't apply to me, b/c my check was cashed by them on time...the idiots just credited the wrong account!
When I ordered my internet at this last apartment, I have a laptop, so I asked for wireless, I was informed, "Well, ma'am all out internet is wireless, " which it isn't and of course the guy showed up at my apartment and hooked my computer up to non-wireless modem. The woman was so busy trying to sell me more services (i.e. get this service and we can fix anything in your house...), that she didn't even listen to what I was ordering.
My question is, what do you do when Time Warner is a monopoly?!?
Subject---- why time warner team lieing with custmors ? <br />
Question <br />
hi, i m vishal, i allready give u sir my all information like ph number, account, address, etc i m last few years urs custmors before few days i move in new home and i apply for transfer my services at my new address but everybody make me fool, i m very very upset, plz call my all chat or phone call records with time warner team, and look how can he make a fool thats not a professional way . we pay bill but u dont have right to brake our heart .he say he is coming in my home last saturday and we dont open the door but whole day i m in home nobody came here, and if he came and we dont open the door then y he dont put the sighn or message here, but i know urs technichian work as a indian technician means lieing same ### in india also bcoz i know nobody came here bcoz next to my appartment stairs is our store if time warner cabel van coming there how can is possible i dont contact with him .today when i contact him again on the chat urs agent told me oh sir in urs area our services is down again lieing bcdoz in my store i have other connection from twc if service down then how can we charge the ebt card from custmors and how can i charge the credit card if urs phone is not working, next to my appartment my friend live he have time warner connection also no problum there also today . overall manage urs team first and plz teach him how can face the custmors problum then after plz manage urs share market and others things bcoz with custmors share going up or without custmors shar going down u have good degree u have good experience, i read about u everything if u give me personal appointment in uirs office then i came there then i show u with proof everything two saturday he play with me i lost my income time everything, thats y may be company anme is time warner ...means may be custmors lost time with u thats mean time warner means warning right sir ...anyway thanks for u and urs team
Time Warner just finished its "Roll Over or Get Tough" Campaign against the Fox channels regarding prices increases for Fox programming (Dec. 2009) in order to "hold our bills down."
This month (Jan. 2010) my cable bill from Time Warner was INCREASED by TEN DOLLARS!!! I called the TW billing department and it was explained to me that in 2009 I had been receiving a "special discount" of $10 each month for the year. How "strange" that no one had ever told me about this before!
I called again and spoke with a different person in the billing department and was told FLAT OUT that the $10 increase in my bill was due to a RATE INCREASE. Hmmm. now which of the two billing reps was lying to me?
I decided to call customer service and explained the two different responses I had received from the billing department. Now she told me that, indeed, I had been receiving a "special discount." I then asked her why I had NOT been told about this discount and its expiration date when I signed up with TW and why this "special discount" had NEVER appeared on my bill as a $10 credit. I then asked her to send me the documentation indicating that I had, indeed, received this "special discount" and when it expired. She told me, "We do not put things like that in writing." WHAT???
I guess, Time Warner puts as little as possible in writing so they can change the terms of their agreements with you as they see fit, whenever it suits them or whenever they want to SCREW YOU and raise your bill!
And, this is not the first time the employees of Time Warner have lied to me. I have battled with them over having to change my password to my email (almost monthly) because I could not get into my Roadrunner email (actually it should be called Road"Crawler") with my regular password. That is just one of the problems I have had with Time Warner's RoadCRAWLER. And, EVERY TIME I have called with a problem with RoadCRAWLER, Time Warner has blamed it on MY computer. They have NEVER taken any responsibility for ANY problems I have had with their internet service nor their cable service.
Our cable service was going off regularly about once a week, but THAT was not their problem either. They even blamed THAT on everything else- weather or signals or whatever- I can't remember ALL of their "excuses." Once, we were without cable for EIGHT DAYS as we had to WAIT for them to come out and fix it. For a few months, our picture on the upper channels kept breaking up into little squares and were totally unwatchable- even though they had "made the proper repairs."
BUT, their customers service people sure are GOOD at saying how "sorry" they are that you are experiencing problems. And that is all they are good for!
I am currently researching services to replace Time Warner and I am sure that ANYTHING will be better than the service I have received from TW. I am sure I will have a lot of free time on my hands in the future since I won't have to be "on hold" waiting to speak with the useless people that TW calls their customer services reps.
This is a complaint. this is the worst customer serivce i have ever experienced.
- No one takes ownership, every promised call back is never made and noone returns a call. 2 appointments have been made and noone has showed up. We ave wasted 10 hrs of our cell phone time being shuffled around and 24 hrs waiting for failed appointments.
- Mid August - Appointment made 15 days in advance, $10 fee
- Late August - Found out appointment never made, complain about $10 we lost, set new appointment. promise to call back and no call back
- early septemeber, 1 week later: we called to confirm to make sure we had appointment and we find out appointment was dropped. promise to call back and no call back
- mid september, 1 week later: we go ahead and try setting an appointment again that will be in 2 weeks
- mid september, i call and complain about this experience and i never get a call back
- late september day of final appointment: no one shows up. we call and cust service rep tells us tech lied and put down that they showed up at 8am but left no notes which shows they didn't do anything. they promise to call back and don't
Can we get some competency here? ownership? accountability? does anyone know what they are doing?
I am going to the better business bureau and will do my part to make sure people use their other tv provider options before wasting their time with Time Warner.
Anyone who's done business with TWC knows that their customer service is non-existant. Complaints do no good. Here's the solution: I contacted the FCC and was told that complaints need to be directed to Time Warner's local franchising authority for your area. Time Warner keeps this information a closely-guarded secret. I ultimately had to file a complaint with the Better Business Bureau to get TWC to divulge the name. In Texas it happens to be the Texas Public Utilities Commission. Find out who that franchising authority is in your area and file a formal complaint.
Maybe if enough people do that TWC will change their ways. They're long overdue for a reality check.
Though I was assured an hdmi capable box when upgrading our charter cable service to hd, they were never able to produce one. An installer showed up with a component only box and tried to tell me that there is no difference between an hdmi and component connection to the tv. Fact is there is one big difference, hdmi is a true digital feed to the tv whereas component is a digital signal converted to analogue, then back to digital in the lcd tv's circuit. Some may not notice the quality hit from all of that transcoding, but I do and besides I was assured hdmi by their sales person, so just do it. I finally cancelled the upgrade after days of haggling with incompetent customer service reps who could only apologize then try to up-sell me on their "bundle" package. Yeah, right.
Charter is the worst cable provider i've come across, they make an excellent case for the dish.
I have been with Charter for over 7 months. To this date my services don't work properly. The first 4...
Today Charter changed out our old boxes for new ones, they are doing this in my town in the state of Massachusetts. They said we are getting 7 new channels but what they didn't tell us is that they took away about 25 channels. After calling them, they now tell us if we want the digital view it will be $5 and for the whole digital view plus it will be $10 a month. This is unfair and deceptive. 10 minutes ago I was watching G4 and now that they switch out to a different box, the channel number changes and I have to pay for it. To name a few of the channels they now want us to pay for:<br />
G4, BBC, Planet Green, DIY, Discovery Health, IFC, Sundance, Fuse, Biography, Military Channel...All these channels where included in my current line-up 10 minutes ago, now I have to pay $10 more a month for them. I think I will get the town together and have a class action lawsuit filed against them.
I have never been so aggravated in my life! Charter Communications is SO FAR behind in CUSTOMER SERVICE...
Around 6 months ago I was offered a deal, which required me to sign a year agreement with time warner, that lowered my bill. This offer was a loyalty offer to keep me as a customer because another company was coming into town. Time warner told me that it would be transferable if I were to move. I then moved about a month ago, but I move out of the state and outside of time warners marketing area. On October 3rd I called customer service and spoke to a rep who said that I would owe a cancelation fee. I found this unacceptable since the only reason I was canceling was because that could not transfere their product to my new address. I then told the rep I wanted my cable shut off on the last day of the billing cycle (Oct. 25) She then put me on hold and a man came on the phone. He stated that I would not owe a cancelation fee due to the pricing program that I was in, and then asked when I would like to have my cable canceled. I was not moving till the 1st of November so I had him extend my service till then. That cost me an extra $27 dollars. Well, on November 27th I decided that it would be a good idea to check my bill online. It showed a $95 early termination fee on it. I called time warner and they said there was no record of the man I had talked to saying that I would not have to pay the fee. I feel taken advantage of by this company and I would never do business with them again. I have sice filed complaints with both the BBB, and the Public Utilties Commission.