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 Time Warner needs to educate their employees
Posted Wed October 1, 2008 10:05 am, by Brenda L. written to Time Warner Cable
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This morning, I received an email from you telling me I was eligible to add "Power Boost" to my Roadrunner Turbo for free. All I needed to do was call 800-617-4311.
I read over the email, decided I would enjoy getting an extra burst of download speed, when available. I called the number and pushed all the required buttons in your IVR, only to get "Stacy" in sales, who had no clue what I was talking about and said she would transfer me to "tech support". Odd, to be transferred to tech support for a add on, but hey, she should know, right?
After waiting on hold for a short period of time, I get "Michelle", who literally says, "What?" when I tell her about the offer I received via email. Tech support never heard of a new service you are offering? That can't be good. Michelle asked me to hold while she looked into it.
28 minute later, I ran out of things to do with a phone attached to my ear and hung up.
It might be a good idea for your marketing department to educate sales and technical support when a new product comes out. Sales reps need to be trained and tech support folks should never, ever, respond with "What?"
I would like someone to set up the service I was offered and to contact me at my roadrunner email address, XXXXXXXXXXXX once this is complete.
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