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 Time Warner Cable Should Value Its Customers
Posted Tue July 24, 2007 12:00 pm, by Rebecca E. written to Time Warner Cable
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I have been a Time Warner Cable customer for about a year, since I moved to Temple, TX last summer. I am in the Heart of Texas area, which originates in Waco, TX. Overall, my cable TV, internet, and telephone service have been acceptable, with the exception of a period of time last month when I had several outages over the course of a few weeks. However, I'm not writing about the cable service, but the deplorable customer service I receive any time I have an issue.
Each time I have a billing question or technical issue, I have to wait on hold for anywhere from half and hour to two hours. Much of the time, I don't even have that option as I often receive a busy signal when I call. This morning I called about a simple billing question, waited on hold for about 45 minutes, and was then disconnected. Since my speaker phone was across the room, I know that the disconnection was not caused on my end of the line. I then called back over the course of several minutes, only to get busy signals. I finally got back through and was told by an automated voice that the current hold time is approximately 1 hour, 45 minutes. I elected to be called back when it is my turn, so I now have to wait by the phone for the next two hours.
I am generally a patient person, so one instance of this type of problem is not something that would cause me to write a letter. However, this happens every single time I have a problem that requires me to call. If the issue is that my service is down, that means I have to use cell phone minutes to wait on hold. Each time this happens, I feel myself getting closer and closer to making a call to AT&T about switching to their telephone, DSL, and Direct TV services. It would be an expensive and inconvenient change, but I am having a harder and harder time staying with a company that doesn't appear to value their customers.
Please help me feel like Time Warner values their customers by staffing call centers such that hold times are more acceptable. This is not the only problem I've had with your company, but it may be the one that finally pushes me to seek another source for TV, internet, and telephone services.
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I always am the first caller, if they open at 8am for example.
Calling anytime after that, you will have to wait.
They probably are understaffed but if you have ever worked a tech
line, you would understand. Its amazing some people can change the
channels on their tv, some people are that electronically challenged.
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by Ryman Posted Wed July 25, 2007 @ 12:48 PM
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To echo what someone else said, ask for sales. It doesn't matter what
the problem is. For some reason the sales office always picks up right
away and is able to handle billing, service call scheduling and other
issues.
Found this out recently and it has worked so far.
I will say, Time Warner is light years ahead of Comcast when it comes
to customer service. If you are lucky enough to get a Comcast rep on
the phone, odds are they won't be able to answer your questions, or
they will give you bad information. The Time Warner people I have
dealt with have been very friendly and seem to be well informed.
Good luck!
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