Comments on: Time Warner Customer Service Rated Worst Ever

By: scotth

scotth — Thu, 24 Feb 2011 03:58:03 +0000

I completely agree – I just spent 45 minutes of hangups, on hold time and conversations with three separate people ( including a supervisor ) who I could barely understand and had no concept of anything except how to spout company platitudes that they thought passed for customer service. ( I am sorry for the inconvenience, etc..)

Found out that service was based out of Guatemala – glad they have work but how the hell can I get phone support from someone who barely speaks my language! I agree with the previous comments – Time Warner sucks and they can kiss my ass -I am switching to U-Verse or one of the dish companies – right after I check and see where their service call centers are based out of.

By: greg

greg — Tue, 26 Oct 2010 19:52:18 +0000

i agree..my cable cuts in and out on the best part of a show i hve to unhook my box just to watch football on sundays it sucks, and someone owes me a blow job or free cable 2

By: Renee Culver

Renee Culver — Sat, 09 Oct 2010 03:56:30 +0000

I am a single mother of 3 who decided to switch from directv after 11yrs because a friend of mine told me I could save about $75 a month. Well i ordered service 9/25/10 and cancelled service 9/25/10 after directv made me an offer I couldn’t refuse. Here’s where it gets tricky…I was told because i prepaid for my TW service it would take 8 WEEKS for me to receive my refund disturbing as it was I sucked it up,on 10/4/10 my bank account was debited $60.82 and $25 causing my account to go overdrawn as I wasn’t anticipating those charges so my bank charged me $35 each returned item,I phoned up got a case number was told to fax bank statements and my refunds would be expidited(4 weeks),on 10/8/10 another TW charge for $25 was debited from my account again causing me to overdraw and my bank paid this time and charged me another $35 fee,I was told by Maritza on VM from the TW banking dept that the $25 fees were from my banking institution…huh? i am at my wits end here because I’m a single working mother every dollar is accounted for and now I feel TW owes me $190.82 oh yeah did I mention I’M NOT EVEN A TW CUSTOMER??? Please help I cannot afford all these TW errors.

By: Dakema Besemer

Dakema Besemer — Mon, 26 Jul 2010 17:33:54 +0000

After posting my comment last week and copying my comments and emailing them to the address listed above for Jeff Simmermon – I received a call from the corporate office. They sent an “in house” Time Warner technician, not a contractor, and the service was like night and day. The TW tech (Ken) was personable, extremely pleasant and eager to resolve my problems. He was not here long before all the problems I had with the contractor’s installation were corrected – and I can move my desk back out of the middle of the room where it has been sitting for 13 days – a long wait!!!! However I am assuming that alot of the problems arise because we (the customer) have to deal with independent contractors, and if they don’t do a satisfactory job, we are at a loss as to who to blame and who to call. Time Warner should do a better job of following up on the service provided to customers and maybe they could weed out all of the contractors who are not doing their job, therefore not giving Time Warner a bad reputation. I was extremely lucky to have the cell phone number for the Time Warner employee (Pat) who did the initial site survey a few weeks before, and I had to keep calling him, but at least he knew what was going on. If not for him, I’m not sure exactly how long it would have taken customer service to resolve my situation. He was amazingly patient and extremely helpful. I am hoping that Time Warner really pays attention to the complaints and works on the customer service end of things, as well as following up on the contractors they hire to represent them. Maybe they should hire me for follow-up surveys – I was able to get attention focused to my installation – and their customers should be their number one priority.

By: tom watkins

tom watkins — Tue, 20 Jul 2010 02:26:24 +0000

your call is important to us all customer service representatives are busy your call will be answered in the order it was received your call is important to us all customer service representatives are busy your call will be answered in the order it was received your call is important to us all customer service representatives are busy your call will be answered in the order it was received your call is important to us
your wait time is 3 hours
your call is important to us
your wait time is 3 and 20 minutes
your call is important to us

By: Dakema Besemer

Dakema Besemer — Mon, 19 Jul 2010 15:51:07 +0000

Wow – I am wishing I read all of this before I decided to switch from reliable service to Time Warner. The switch from Direct Tv and Fairpoint has been anything but smooth. First of all, we built a new home 4 YEARS ago and at the time I believe it was Adelphia servicing our area – and they did a site survey and notified us it would cost over $800 to connect with cable. I could never get anyone back on the phone who could explain the situation. I have tried numerous times to call and checking the internet, but it always explains that service is not available in our area – although all of our neighbors had it. Then a few weeks ago I saw a Time Warner truck in our neighborhood, stopped and talked to them and a new site survey occurred. I was soooo excited to finally get internet service other than dial-up and the verizon wireless mifi – however the experience has not been pleasant. The first person who came to our house to do the survey, Pat, was outstanding. He explained everything to me, and has continued to be my contact person for all of this mess. I guess Time Warner contracts out their jobs, and the technician who came to our home was anything but professional. I was scheduled for a morning appointment and he showed up at 1:30 pm. He had no social skills, very impersonable. He needed to run cable underground (pull it through the pipe already installed) – and he spent time setting that up – after coming through my house to check out where the tv’s needed to be set up and the office where the internet would be set up. He spent 1 1/2 hours “trying” to pull the cable through and then informed me that he couldn’t do that by himself – so I called my husband to come home from work early to help – the tech said he would be back when my husband got home in an hour – he never showed up for three more hours. My husband missed an hour’s pay ($40) and the tech showed up at our home at 5:30 pm – and my husband was helping him when the tech realized he did not have enough cable. He then phoned some friends and left to go get cable. He came back with what he said was better cable (we now know the original cable he was going to use is only for use above ground anyway!). He and my husband were able to successfully pull the cable through to the road and by then it was 7:30 pm!!! The technician was not sure if we wanted him to finish and he explained he lived about 1 1/2+ hours away – so I told him he could either finish or come back the next day. He left without explaining that without finishing we would not have a phone!!! So no phone and a day later – he showed up at 4:30 pm the next day, the 2nd totally wasted day for me. He went around the house supposedly connecting services – and then asking if we had questions. Boy I wish I knew then what I now know. He left connecting only two of the four tv’s. He left the box in the office connecting the internet on the floor – not able to reach my desk top because of the phone cord length he used. (my desk is still in the middle of my room awaiting that fix). He hooked up the phone line so that my printer (when turned on) would just make beeping noises and the phone wouldn’t work. So went most of the weekend before we realized that was not connected properly. Now the printer/fax rings but not the phone. He left the cables in the basement hanging for all of the bedrooms – and nowhere to plug the cables in. We have cable installed in 9 places in our home – he set it up so there would be connection for only 4 of those places. We had two phone lines originally coming into our office and now they are both on the same number – not sure what he did there yet. What a mess. I am extremely unhappy – wishing I never switched. Yes the internet is obviously faster than what I had but nothing is working properly yet. Someone is supposed to come back and set up the other cable lines in the basement so that they have service – but I have yet to hear from anyone. Such a horrible experience after dealing with Direct Tv for years!!!!!!! I am considering switching everything back before I pay my disconnect fee of $175 to verizon wireless for the mifi. Maybe I should have kept everything the way it was – I had not really heard anything negative about Time Warner – most of our friends have it – but I would have to really consider if all the headaches are worth it – when and if everything is running smoothly. Time Warner – you need to get your act together – if Fairpoint had DSL available here I would have never switched and therefore probably nothing to complain about.

By: Murray Rothstein

Murray Rothstein — Mon, 28 Jun 2010 00:40:51 +0000

What’s a “no strings” message AND no TV reception. Clock works, power indicator is ON but reception is not!
This appears to be a recurring situation. YES, my TV set is functional. Is this to be expected at least once a week
for hours, with no telephone help? For shame!!

By: Ben

Ben — Wed, 05 May 2010 20:39:21 +0000

Had a TW Samsung HD Cable box just stop working 2 days ago. I tried calling TW Customer Care 2 times and was hung up on after the automated service called a representative (it was ringing and then I was hung up on). Got on the Live Support Chat and was given the option to take the dead unit to my local TWC or wait on a technician. I chose to go to the local TWC. No complaints, I was in and out. Hooked up new box and no digital channels. Tried calling Customer Care again, hung up on 3 more times. Live Support Chat said I needed the new box registered before it would work and that I needed to call Customer Care for this to happen. I told them of my troubles with CC and I tried again 2 more times while online with Live Chat. Still hung up on. Well, the Live Chat technician was magically able to handle this for me. Digital Cable was working within 2 hours. Next day, today, digital cable was gone again. Guess what? I tried calling CC 2 more times and was hung up on again. When to the trusty Live Support Chat and ran through this hassle of “account verification” questions from the technician. Didn’t have to do this the past two times. The technician sent some kind of signal that was supposed to get the box working and he did.

I am extremely frustrated. I have the full TW package (phone, internet, and cable). I expect to talk to someone on the phone when I call. I was very pleased with Live Chat. Perhaps the BBB should be contacted about the CC.

By: zack

zack — Thu, 01 Apr 2010 01:21:42 +0000

no internet at my frat house now for a month and a half. that’s 60 people, pissed off, that will never ever contract with TWC in their adult future.

By: kate

kate — Fri, 26 Mar 2010 02:56:40 +0000

Hi! I work for TW customer service.. ha, I know most of you are already hating me however I just wanted to explain a couple of things XD
1) we are NOT allowed to give the cust code by phone, as well as the call detail report for the international phonecall plans (i know no one mentioned the last one but I get people asking for supervisors just because I refuse to tell them where they call on such and such date.. supervisors are not allowed to do that either)- now, regarding the CC, there is a departament we can transfer custs to, who is allowed to tell you your CC. it IS for your own security, just as why we ask for acct verification (either last for of the ssn, drivers license, dob, etc).. if you think it’s annoying, think about me- not only I have to ask for the phone nr, acct holder’s name and address, and pin/ssn/dl, etc, but also i have to listen to pplcomplaining bc they don’t wanna give me their information- and it’s me again later who have to take calls from ppl reporting identity theft, or cust having their accts closed when without ever calling to disconnect then, etc. so believe me, it is very important!

regarding the techs who go to your houses.. i wish i could do sth about that! you’ve no idea how many complaints i receive about them, just today i got a call from a cust who saw the tw van outside of her house for ten minutes, no one called or knocked, and then they went away.. of course when i open her acct and look at the order, the tech had left a note saying that he went to her house but no one was home (he described the outside perfectly).. it does happen, as it also happens that there lots of OTHER techs who go to the place and do their jobs wonderfully. AS IT ALSO HAPPENS that even if they’re reps who don’t take care of the customer as they should, there are others who do care about you, like me, and there are reps, like me, who have to deal with the mess that the other rep leaves: orders wrongly done which leads to a cust not getting the serv they were supposed to get, which leads to that cust getting angry, yelling at me.. etc.

and believe me, most of us want to do our jobs well, just because that’s the only way for us to get paid at the end of themonth! actually, the phone survey you receive after calling tw is very important to us, so if you talked to someone who did their job and was respectful to you please answer it with an 8 or higher! it means a lot to those of us who, like i said before, actually care

and if someone really got to the end of my post.. i’ll sent two free vod coupons, hahaha