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 Unreasonable Rate Increase
Posted Thu October 30, 2008 4:19 pm, by Alfred R. written to Time Warner Cable
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On Sept.9, 2008 I exchanged my normal cable box for a DVR. The following month, my bill went up by over $20 even though DVR service was advertised at $9.99 only (plus normal cable charges). I was granted $10 credit. The next bill had the $20+ charge. I called and was told that I had a special deal for the "2nd" cable box that I had and lost that "special rate" when I switched to DVR. The representative explained that I still had a special rate that I got when I originally got cable internet service. She said that I would lose this rate if I desided to "lock" in a rate by paying for a year or two in advance. I decided to let things stand and accept that I lost the deal on the second box.
Today, Oct. 30, I got a call from Time Warner wherein they want to raise my bill for an additional $20. That's an extra $40 just to add DVR service. They said we could make a deal by me paying for a two year contract. This is unacceptable since just yesterday, I was told that I would lose my rate if I did just that.
I would like my bill to remain as it was, $86 plus $9.99 for the DVR. If it is true and I was not properly billed for the second box, I can accept the new $110+ charge, but an additional $20 is out of the question. No wonder why people are flocking to FIOS. The price that I am paying was agreed to long ago after the first time that I lost my "special rate" by cancelling TV Guide. I can do without cable service until FIOS is in my area. If that is what Time Warner wants, that is what will happen. I will return all equipment and save some money at the same time.
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by Alfred R. Posted Mon November 3, 2008 @ 6:21 PM
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I have spoken to a number of customer service reps and I have come to
the conclusion that they are there to sell you more things, not to
really listen to your story and help. I don't think they have the
power to do anything other than sign yo up for more services. That
being said, if you are persistent, or if you ask, they can transfer
you to a department called "retention". These people have the power to
change your bill. A supervisor may have to be consulted by the agent,
but "retention" is much better than customer service. The down side is
that you have to go through customer service. There is no direct
number. I was able to renegotiate my bill to what it should have been
for one year. I think the magic word is FIOS. I was ready to bring
everything back, go back to rabbit ears and a dial-up modem and simply
wait for FIOS. I will end this reply by saying that I will believe
this new offer when I see it on my next bill. My opinion of Time
Warner has improved by this offer and will change to happy and
satisfied if the next bill truly reflects this new rate. I would also
add that it is easy to get angry at customer service reps, but it is
best to respectfully state your case to retention reps as they do seem
to understand what you are upset about and have the power to change
things for the better. So although I did not get a written response
from Time Warner, I give the retention department a 10 for real
customer service.
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by bcoonstx Posted Sat November 1, 2008 @ 8:52 PM
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Time Warner is HORRIBLE. Not only do that have unreasonable rates,
they also have horrible service horus. Sometiems they will call you at
10 pm and tell you if you dont let them come fix it then that they
wont be bye for a week. Not to mention that my ENTIRE neighborhood
looses it's road runner whenever it rains and they tell all of us
(more then ten customers) That it is something we are doing wrong.
Cant wait for another company around here with the same products.
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Just so you know, the FiOS DVR is $15 per month and each set top box
is an additional $4.99 per month.
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