Poor customer service

Posted Fri November 14, 2008 8:36 am, by Jan J. written to Time Warner Cable

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I arranged to have service switched when I moved. The tech was supposed to be there from 10-12. At 11:30 he called and said he was running late and would be there shortly. I had made arrangements to have someone there to meet the tech. At 1:00 I called home and was told the tech had not come yet. I called customer service and they said once they located the tech they would call me back. When I didn't hear anything by 2:00 I called back and was told that the tech had been there but no one answered the door so he left. He called dispatch and gave them a description of the car in the drive and other details of my house to "prove" that he had been there. I don't understand why he could call to say he was late but not call when no one came to the door so that he could do the job. I asked customer service to have the tech come back and was told they would check and call me back. Again no one called me so I had to call again. At that point I was told they could not come back that day or the next day. The next time I could do the instillation was Saturday (3 days after I originally wanted this done). At this point I asked to speak to a supervisor. This has been a terrible experience and not once did anyone apologize or offer compensation.

Disciplinary action given to the tech and to the customer service people involved. Better training given to handle this type of situation. I would like 1 free months service and free upgrades to my plan. I would also like an apology for the inconvience that this caused me.

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" I don't understand why he could call to say he was late but not call when no one came to the door " by Donno Posted Fri November 14, 2008 @ 10:54 AM Service call delays do happen. It sounds like the tech was at the house, and nobody answered the door. To show he tried to do his job, he called it in and reported a description of a car in the driveway. Are you saying the tech should have called while standing at the front door? That sounds like something some representatives might do, but I don't see why it is something that should be expected. I certainly don't understand why any "disciplinary" action is necessary other than possibly for the personal representative who was supposed to meet the tech. Reply Re: Poor customer service by RowdyRetailer Posted Fri November 14, 2008 @ 10:17 AM Perhaps you did not hear the phone, you didnt hear the door. It sounds like he was there by his descriptions of your property. No goodies Good Day Reply