TimeWarner Cable Guy

TimeWarner has abominal customer service. My experience with a TW customer service representative.


After waiting 10minues on the telephone and navigating through 6 operator menus...

B: Hi, my name is Brian. Can I have your name?
L: Yes. It's XXX XXXX. I'm calling today because I'm interested installing the basic cable and internet package that TW offers.
B: Let me place you on hold.
L: This was the right number to call, right?
B: Yes. I'm putting you on hold. *me wondering why after waiting on hold already to talk to him???*

5 minutes later...

B: What is your address?
L: ### XXX NYC
B: Again?
L: *slowly* ### XXY NYC
B: Can you repeat that?
L: *very very slowly for the third time* ### XXY NYC
B: Again?
L: We haven't even discussed plans yet, would it be easier to give you my zip code?
B: Yes, we can do that instead.
L: #####
B: When do you want to the set up?
L: As soon as possible. But before we get into the logistical aspects, can we discuss and decide on the plan?
B: I'm putting you on hold.
L: Again *cut off by hold*

4 minutes later...

B: Okay, I'm signing you up for the $99.98 plan with Spanish, English, HBO, blah blah blah...
L: Excuse me sir, I'm really just interested in just the very basic $15 cable and 10mgb internet option.
B: *totally ignoring me* blah blah blah, digital cable plans...blah blah blah...more channels...
L: Excuse me, I'm not interested in all those channels. I would just like the $15 basic cable option.
B: There is no $15 plan.
L: I'm sure there is. I have friends on it.
B: It doesn't exist.
L: But I spoke to another TW representative 4 days ago about it.
B: It no longer exists.
L: It was only 4 days ago.
B: The basic plan is $60 month. There is and has never been a $15 plan.
L: So you're telling me that the other TW representative was wrong?
B: Perhaps. *pause* Yes.
L: But how do you know that they are right and that you're wrong?
B: They are wrong.
L: So you're saying that some TW give out wrong info.
B: silence
L: Don't you all go through the same training? How can you be trained to give out conflicting info?
B: I'm right.

Conversation goes no where.

L: *exasperated* I would like to speak with another representative. Can you please transfer me. *didn't want to wade through another myriad of phone menus.*
B: No, you have to hang up and dial Customer Service again.
L: What if I get you again?

I hang up, vowing never to call TW again.

***addendum, my roommates called TW later in the afternoon and confirmed the existence of the $15 basic cable plan. But after these experiences, we're probably just going to go digital satellite.***