If you have a spare 5 mins, read this letter I'm mailing out to each member of the board of directors, all the local offices, and other places......
I dont want anything, I just want them to know how much they SUCK. I would have been happy if my shit simply WORKED, but apparently that is too much to ask..
Mr. Glenn A. Britt
Time Warner Cable Inc.
290 Harbor Drive
Stamford, CT 06092
I’m writing you this letter as a tired and disappointed customer of Time Warner Cable. I have been a LOYAL customer for almost three years now, sticking with your company because I can bundle my internet and television needs together into one simple and relatively cost effective plan. However, the events of the last 3 months have totally turned me off to your services, and I am so frustrated I almost believe I could get better customer service from my 1 year old Pomeranian. I am literally inches away from pulling the plug on your service and going to DISH Network or Direct TV, regardless of the cost increase. While losing one customer such as me surely will not impact your bottom line, I suggest you continue to read on in order to capture important data on just how terrible your systems are here in Morrow, OH.
It all started in late April, 2007. My wife and I were buying a home at the time. Being a current customer of TWC, naturally you all were the first company I called to get my systems installed. I opted for a cable package with DVR, and a LAN internet connection. This was our first home, a home that had been built merely 6 years ago, so we were very excited to move in naturally. I scheduled our cable to be installed the day after our move in, and I believe you had a sub contractor come in to install our service. I met with the contractor that morning, and told him where my televisions were to be located. About an hour later, I walk around to the back of my new home, only to see about 25 feet of black coax cable sticking out of a fresh hole in the side of my home. The cable was just hanging there, much like my jaw was as I let the shock set in. Naturally, the subcontractor gave me the “hey, we do this to everyone’s house” line, to which I asked him if he thought to ask before drilling a HOLE into the side of my house and hanging a black cable out the back. I should mention he also applied some sort of epoxy to the hole, as a sealant, but honestly my 11 year old daughter could have done that better. The seal is terrible and doesn’t even cover the hole. Of course, he could have cared less but provided a generic help line to call. I called in, expressed my EXTREME displeasure, and was assured it would be escalated and someone would get back with me regarding the shoddy install. IT IS NOW 3 MONTHS LATER, I have yet to have someone get back with me.
Let’s move on, shall we? So the cable was finally installed, but no DVR at the time. I just came from an apartment that had a DVR, but apparently moving into a home puts you on a waiting list. I was told I’d be getting a call in a few weeks when the DVR was in, until then I’d have to make due with a regular box. Also, your genius of a sub contractor left exposed cable running halfway across my backyard, to which his response was: “someone will come out and bury that in 2 weeks.”
The VERY NEXT DAY, the cable box downstairs in the living room starts acting up. After about 40 minutes on hold, I finally get through to one of your reps, who told me to switch the box out with the one upstairs, no dice. So, ANOTHER dispatch to a tech to fix the box. On to the next stage….
A few weeks later, I called in to TWC to check on the status of three things: my DVR, my complaint, and my cable that still needed to be buried. I spoke to a customer service rep, and wouldn’t you know it:
1- No record of a DVR request
2- No record of a request for the cable to be buried
3- No record of my wish to speak to someone about my crappy installation.
I was assured that all of these items would be reconciled, and while I did get a DVR and my cable was buried (after ANOTHER wait), I STILL haven’t heard from anyone about my dissatisfaction with my install, and how YOU ALL should fix the gaping hole in my home.
Fast forward a month or so. A few days ago, wouldn’t you know it, our cable box upstairs goes out. Another lovely eternity on hold, waiting for the operator. Of course, the resolution is to send someone out, maybe a $30 credit on our account. Fortunately, we still had the leftover box (excess once we had our DVR installed), and were able to plug that in.
Here is the bottom line. Your systems are broken. Your customer service channels and support are broken. If I call in one day, and then a week later, nobody has a record of that previous call. The right hand has no idea what the left is doing, and that is inexcusable. Your equipment is substandard, and your subcontractors obviously could care less how good of a job they do. When complaints are filed, some overworked and underpaid manager on your end lets it pile up in their inbox, and you get customers like me who suffer. I’m not telling you what to do, or how to do it, but I hope you get a grasp of the situation for your own good. By the time you read this, I might very well be flipping through the channels on my DISH Network.