Bad customer service and costly product.

Posted Mon May 7, 2012 1:06 pm, by Joram L. written to Time Warner Cable

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5/2/12 I called TWC to downgrade my svc after yrs of use due to the rising cost. The operator(#1535483) had to charge a downgrade fee of $39.99 plus cost for a TWC tech to come out to get the equipment! He told me that it was a fee that had to be charged. Asked to speak to a sup or mgr, which was not avail & that they would call back within 48hrs? Agent didnt give me any options. Which then I asked for corp phone & email to complain. He put me on hold to get the info, then came back and said his sup would auth to wave that fee. (cofirm# 443852) Then gave my a bogus address to return the equip. 922 S Alamo St in San Antonio Tx. I went to the addrss which was an empty bldg and phone number was a national number. So the agent I felt lied and mislead me. At the end of the conversation he never mention a call back to rate the service given which I thought is a standard.

Wasting my time and lose faith in TWC. I am going to return the equipment and just have internet and would like TWC to give me 3mos free internet service.

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Re: Bad customer service and costly product. by Back_n_TX Posted Mon May 7, 2012 @ 1:26 PM How do you know for a fact that the agent intentionally told a lie, and didn't just make a mistake? While I think that the organization should make every effort to make certain that agents provide accurate information, to immediately assume that misinformation is intentional is not necessarily warranted. Reply