Haven't been here for a while, but thought I'd stop in and give everyone coming here with chronic TWC problems some advice.



HOW TO GET TWC TO FIX YOUR PROBLEM.


I've been a manager in the telecommunications industry for a long time and I know that each company works fairly similar in how it handles and tracks chronic issues. Therefore this works for TWC, or Comcast, or my own Verizon, or wherever.


Before we start, there is one very important thing that you should realize. Chances are that you already know it, but it is very important to be thinking about every moment because it is going to affect how you handle your problem. That fact is: "The customer rep and even his supervisor do not care if you are a TWC customer." In fact, if you are a chronic problem to them, they would actually appreciate if you would take your business somewhere else. Therefore, the emptiest threat you can give them is to say you will cancel if they don't fix the problem.


This means you need to change your stance from "I'm going to leave if you don't fix this" to "I'm going to make your life hell if you don't fix this." Because everyone on the customer contact side, from the customer reps all the way to the field techs and their respective bosses don't care if you leave TWC, but they most certainly do care if you make their jobs harder.


The way you do this is with what we refer to in my company as the "trouble in 30 metric". Simply put, if a customer calls back in and has a new repair ticket created within thirty days of the last ticket, it is considered an unresolved trouble and goes on this report. If you call back three weeks later with the problem still occuring, it goes on that report again. However, the first time you wait 31 days since your last trouble ticket, you are resetting the counter to zero and it is as if all those chronic calls before this one never happened. Multiple troubles in 30 are a low-level field tech manager's worst nightmare. You taking your business somewhere else isn't their worst-case scenario - getting a call from a vice president asking why the manager's techs are too incompetent to fix a problem that has been referred out 20 times in the last 9 months most definitely is.


To this end, you will start getting a supervisor's attention right around the 4th or 5th repeat ticket. It is about then they start getting a little bit antsy about the status of your problem and how it is looking to the higher ups. Remember... the boss of that manager doesn't care about the nature of your problem, he cares about the numbers. He isn't seeing what your issue is, all he is seeing is a set of numbers telling him that your house has had 10 visits in 6 months (and from the customer rep all the way down to the field tech, the average dispatched trouble ticket costs the company between 100 and 150 dollars.) After enough troubles in 30, you are going to get the attention of someone that first line manager definitely doesn't want the attention of. Because of this, they are going to start using tactics to derail that trouble in 30. They will start using bullshit lines like "we have tried something new but it may take a while to get full effect, if you are still having problems in 5 weeks, call us back." or "Here's my personal number, call me next time you are having a problem rather than calling customer service." The second one in particular sounds very nice, but the truth is that all the manager is trying to do is prevent any more escalation of that trouble in 30 and 9 times out of 10, I'd be willing to bet you that manager will invariably stop returning your calls after the 30 days is over and the situation has been defused.


Like any other job, you have your good employees and your bad employees. But I have always been struck by the number of really bad employees in TWC. I had a chronic problem involving my cable and internet going out at night that they would not deal with. Their maintainer techs which are allegedly the best and brightest, suffer from a crisis-level lack of education in their field. TWC does not feel the need to actually teach them the science behind what it is that they do. More than once I had to explain to the tech how heat affects the physics of copper (something incredibly important in a desert that can have a 70 degree temperature difference between night and day, and something obviously valuable in understanding problems that occur at night and go away in the daytime).


This does not have the same effect on a customer rep, obviously. Customer reps are the riffraff of the industry, because they have no vested interest in the future of the company beyond their own desks. It's not like that just in TWC, it is like that everywhere. There's not much to be done about this, just see the customer rep as your gateway to getting to talk to someone that matters. Don't bother talking to their supervisors, that won't help much unless you get a considerable distance up the ladder. The most important person in the quest to get your problem fixed is a field tech supervisor, remember that- they are the ones that you can cause the most trouble for.

Haven't been here for a while, but thought I'd stop in and give everyone coming here with chronic TWC problems some advice.



HOW TO GET TWC TO FIX YOUR PROBLEM.


I've been a manager in the telecommunications industry for a long time and I know that each company works fairly similar in how it handles and tracks chronic issues. Therefore this works for TWC, or Comcast, or my own Verizon, or wherever.


Before we start, there is one very important thing that you should realize. Chances are that you already know it, but it is very important to be thinking about every moment because it is going to affect how you handle your problem. That fact is: "The customer rep and even his supervisor do not care if you are a TWC customer." In fact, if you are a chronic problem to them, they would actually appreciate if you would take your business somewhere else. Therefore, the emptiest threat you can give them is to say you will cancel if they don't fix the problem.


This means you need to change your stance from "I'm going to leave if you don't fix this" to "I'm going to make your life hell if you don't fix this." Because everyone on the customer contact side, from the customer reps all the way to the field techs and their respective bosses don't care if you leave TWC, but they most certainly do care if you make their jobs harder.


The way you do this is with what we refer to in my company as the "trouble in 30 metric". Simply put, if a customer calls back in and has a new repair ticket created within thirty days of the last ticket, it is considered an unresolved trouble and goes on this report. If you call back three weeks later with the problem still occuring, it goes on that report again. However, the first time you wait 31 days since your last trouble ticket, you are resetting the counter to zero and it is as if all those chronic calls before this one never happened. Multiple troubles in 30 are a low-level field tech manager's worst nightmare. You taking your business somewhere else isn't their worst-case scenario - getting a call from a vice president asking why the manager's techs are too incompetent to fix a problem that has been referred out 20 times in the last 9 months most definitely is.


To this end, you will start getting a supervisor's attention right around the 4th or 5th repeat ticket. It is about then they start getting a little bit antsy about the status of your problem and how it is looking to the higher ups. Remember... the boss of that manager doesn't care about the nature of your problem, he cares about the numbers. He isn't seeing what your issue is, all he is seeing is a set of numbers telling him that your house has had 10 visits in 6 months (and from the customer rep all the way down to the field tech, the average dispatched trouble ticket costs the company between 100 and 150 dollars.) After enough troubles in 30, you are going to get the attention of someone that first line manager definitely doesn't want the attention of. Because of this, they are going to start using tactics to derail that trouble in 30. They will start using bullshit lines like "we have tried something new but it may take a while to get full effect, if you are still having problems in 5 weeks, call us back." or "Here's my personal number, call me next time you are having a problem rather than calling customer service." The second one in particular sounds very nice, but the truth is that all the manager is trying to do is prevent any more escalation of that trouble in 30 and 9 times out of 10, I'd be willing to bet you that manager will invariably stop returning your calls after the 30 days is over and the situation has been defused.


Like any other job, you have your good employees and your bad employees. But I have always been struck by the number of really bad employees in TWC. I had a chronic problem involving my cable and internet going out at night that they would not deal with. Their maintainer techs which are allegedly the best and brightest, suffer from a crisis-level lack of education in their field. TWC does not feel the need to actually teach them the science behind what it is that they do. More than once I had to explain to the tech how heat affects the physics of copper (something incredibly important in a desert that can have a 70 degree temperature difference between night and day, and something obviously valuable in understanding problems that occur at night and go away in the daytime).


This does not have the same effect on a customer rep, obviously. Customer reps are the riffraff of the industry, because they have no vested interest in the future of the company beyond their own desks. It's not like that just in TWC, it is like that everywhere. There's not much to be done about this, just see the customer rep as your gateway to getting to talk to someone that matters. Don't bother talking to their supervisors, that won't help much unless you get a considerable distance up the ladder. The most important person in the quest to get your problem fixed is a field tech supervisor, remember that- they are the ones that you can cause the most trouble for.

As my little piece of fiction suggests....

Customer: I'm having trouble--
TWC Emp: Please let me talk sir. What problem are you having?
Customer; As I said, I'm having trouble--
TWC Emp: No need to take a tone with me sir
Customer: But I--
TWC Emp: Please let me talk sir. When you and I talk at the--
Customer: Right
TWC Emp: SIR! Please let me talk! If you don't
Customer: OK!
TWC Emp: SIR! I was talking. I'm going to have to hang up on you if you don't let me talk!
Customer: May I speak to your supervisor?
TWC EMP: She's right here, sir, but she's not going to talk to you... (This one really happened)
Customer: OK, so I'm having trouble with--
TWC EMP: Is your power on sir?
Customer: Yes, of course!
TWC EMP: No need to take that tone with me, sir. If you take that tone--
Customer: What "tone"?!?!
TWC EMP: That's it, sir. I've tried to work with you, but you are being belligerent. Good day.

Hangs up.

I absolutely hate Time Warner and the way that they treat their customers. Time Warner Suck!!!

The customer-loathing employees at TWC who used to frequent this place sure have quieted down lately...

Any particular reason?

Wherefore arte the TWC customer haters?

so, time warner sucks, does it? keep complaining and keep paying your bills. cable television is the biggest scam on the planet anyway, if half you people had the guts to do anything but complain TWC would've taken you seriously YEARS ago, but you don't. you will keep paying them what you owe even and say "thank you sir may I have another" because "you don't have a south-west facing location for your satellite," or "they're the only game in town" or blah blah blah. you'ld get their respect if you walked it like you talked it, cut OFF that cable for a few months or a YEAR while they begged to have you back, but because you're a bunch of gutless whiners who can't live without your idiot lookity-box picture shows, they're going to keep walking all over you every chance they get, and you will pay them through the nose for the privilege.

Let me tell you of my trial with Time Warner.

3 years ago we got basic cable from them with no box required. Things were alright with an occasional problem with the low end channels, channels 2-25, becoming snowy. When I called the customer service reps were decent and they sent out a tech to check out the problem. The tech found a bad amplifier upstream of me and sent in a trouble ticket to get it fixed. Sounds good so far right?
October 2008 comes and we get an 42" HDTV. I hook up the cable and scan the channels and find there are 95 digital channels available. Looking at those channels revealed most of them were the music channels and the remainder were the local channels. We wanted to take advantage of our new TV so we ordered TWC digital package. Supposedly we were to get over 40 HD channels and access to the upper tier and movie channels. What we got was something entirely different. Our story begins with the order for the new service. I was told I gould go to our local TWC office and get the box and install it my self, or wait up to 7 days for a tech to come out and install the equipment. I opted for to get the box myself so I drove the 10 miles to the TWC store and got the box. Follow the instructions exactly I was told or I would be back for a new box. I hooked up the box and followed the instructions exactly. I was to wait for 2 hours while the box was programmed. Six hours later I called customer service and explained the problem. A tech was scheduled for the following Monday. The tech came out, replaced the box. and told me to wait for 2 hours for the box to program. I waited overnight with no luck. I contacted customer service and explained the problem. Another tech was scheduled for Wednesday. He came out and told me I had the box I had would not work with the cable system I was on and proceeded to install the proper box. The new box did not have a HDMI output so I wasted 40 bucks on a cable. He checked all of the channels, pronounced me good to go and left. Four hours later the box died. I called and another tech was scheduled. He arrived Friday and installed another box. Again he checked all of the channels, pronounced me good to go and left. Four hours later the box died. I called and was very upset. Four boxes in 5 days is a little much. I told then the next tech that came out better have his supervisor with him. Saturday comes and so does both the tech and his supervisor. After a brief explanation and demonstration of the problem they got me a new box and installed it. As the watched and during channel testing the box failed. Finally it was discovered my account was set up with the wrong number and this was corrected, resulting in my getting a new account. The box came back on and everything was good. I asked about my HDMI cable was told that option was only available on the DVR box. I was upset and my whining and complaining got me a DVR box (box 7). November rolls around and before thanksgiving the box dies. All for my recorded programs would not play. The hard drive in the box failed. I called customer service and they decided to try and troubleshoot over the phone. When I complained about that the set up another appointment and after the holidays a tech came out.The box was replaced, number 8 if you are not keeping track, and tested and everything was good. December rolls around and we are getting ready for the holidays. My sister in law and her family are on their way and are staying with us. I can't wait to see my nephews aged 2 and 5. On the morning of December 23rd our cable goes out. We called customer service and was told there was an outage in our area. I told them where I was at there was no outage (my neighbor still had cable) so they scheduled a tech to come out that evening. We waited and waited and finally at 9:30 that night called. We were told our appointment had been canceled because of the outage. The appoint was rescheduled for the 24th, an all day one, so we made arrangements for my sister in law and her family to stay at a hotel for the night. The 24 arrives and we wait and wait and wait. At 2:00pm we call and are told a tech has our trouble ticket and would be there. Again at 5:30 the same story. At 9:30 we call again and are told all of the techs have gone home and their day is done. No amount of complaining is getting us anywhere so I ask for a supervisor. This starts a battle where the customer service rep gets very nasty and refuses to get us his supervisor. We tell him goodbye and call back. This gets us to a supervisor and we explain what has happened. We get an appointment of the 26th in the afternoon. Again we wait but no tech. At 6:00pm we call and are told the appointment was canceled because we were not at home. I explain that is impossible because I have never left the house. The customer service rep calls me a liar and hangs up on me. I call back and finally get an appointment for the next morning. The tech arrives and checks everything out. I have no signal. He climbs the pole and finds another tech has disconnected our service. He apologizes profusely and hooks the cable back up. I call customer service and find there was no order to disconnect. Had they not canceled the 23rd appointment I would have not gone through the headaches of the last 4 days nor would I have had my holiday ruined.
Things go good until March when the DVR fails again. Again I call customer service and a tech is scheduled for the next day. Again the box is replaced and tested. The tech leaves and everything is good until May 30th. The video on the screen is getting blocks and the guide and menus are reacting very slow. Finally the video freezes bu the audio is good. I reset the box but the problem remains. I call and an appointment is set up for June 1. Unfortunately due to a family emergency I am unable to be home for that appointment so I call and reschedule for June 3rd. June 3rd comes and the tech replaces the box with a different style of box, box 9. He tests the box, finds everything good, and leaves. June 7th arrives and the box dies. There is a 5 hour block of programming on the DVR that will not play. A call to customer service gets a lot of apologies but little in the way of a quick appointment or a resolution. Getting to a supervisor produces results and a tech is scheduled for the 8th. The tech comes out, checks everything and leaves a maintenance request for the next day. This time the box is not replaced but I am assured by the tech that the maintenance guys will check everything out and even check the box, replacing it if necessary. June 9th and no maintenance tech. A call to customer service ends up with the rep trying to help by talking to maintenance. Imagine my surprise when that maintenance supervisor and I are connected together and neither of us is aware. I am then told I had 3 canceled appointments, the 1st, 3rd and the 7th. After I dispute this and get to his supervisor a tech is scheduled for the 11th. The tech comes out, the same one I had on the 3rd and he decides to replace the box. He hooks the box up,box 10, tests it and finds the lower channels are in black and white. Again the box is replaced, box 11, and this box has no HDMI output. Again the box is replaced, box 12, and everything is ok. The box fails 6 hours after the tech leaves so I call and get a customer service rep who is mister fix it. After all of the usual bs I get a supervisor and an appointment for Friday the 12th. Again the box is replaced, box 13, and everything is ok. At 2:00pm today the new box video froze, the box rebooted and reset itself to its default settings twice, and the video froze again. After talking to a customer service rep how did not want to get his supervisor, I have an appointment for tomorrow afternoon. Maybe box 14 will last a little longer.

Yes, Time Warner cable is the worst. Craig, you are absolutely right about the runaround on the phone. They schedule the appointment a week in advance, then the day of, if the tech actually comes, he doesn't ring the buzzer, and in my case called me as he was driving off. I saw him out of my window. Then I call TW, and they promise me that he will come back by 5. 6pm comes and nothing, I call back, and they promise me 7pm. Then 7:15 comes and they did the same thing. I call back a 3rd time and they say ok, tomorrow. We'll see. I've done a little research, and there is a class action lawsuit in the works against them for charging for fast internet when it is really a tenth of the speed that they are selling. If anyone wants corporate info here it is. I'm going to email and snail mail and call them until I get refunded for the past few years of slow internet while I've been paying for 'extreme'.

Glenn A. Britt
President, CEO, & Director
Time Warner Cable
290 Harbor Dr.
Stamford, CT 06902-7441
glenn.britt@twcable.com

he is listed in linked in as well.

I also called ...

Contacts:

Edward Adler
Executive Vice President
Corporate Communications
Time Warner Inc.
One Time Warner Center
New York, NY 10019-8016

Keith Cocozza
Vice President
Corporate Communications
Time Warner Inc.
One Time Warner Center
New York, NY 10019-8016
Headquarters:

Time Warner Inc.
One Time Warner Center
New York, NY 10019-8016
Phone 212.484.8000

I'll let you know what happens. I'm not hopeful. But maybe we can make their lives as much hell as they've made ours....

Glenn A. Britt
President, CEO, & Director
Time Warner Cable
290 Harbor Dr.
Stamford, CT 06902-7441
glenn.britt@twcable.com

he is listed in linked in as well.

I also called ...

Contacts:

Edward Adler
Executive Vice President
Corporate Communications
Time Warner Inc.
One Time Warner Center
New York, NY 10019-8016

Keith Cocozza
Vice President
Corporate Communications
Time Warner Inc.
One Time Warner Center
New York, NY 10019-8016
Headquarters:

Time Warner Inc.
One Time Warner Center
New York, NY 10019-8016
Phone 212.484.8000

I'll let you know what happens. I'm not hopeful. But maybe we can make their lives as much hell as they've made ours....

well as a person of time warner background (very very sorry to say so) Time Warner Socal Sucks big meaty balls. If I was not dealing with halfwit techs then i dealt with halfwit reps as well in which QUITE a few accts got messed up. My favorite one is all these people who got screwed recently so i was told from my friends who are monopolized by twc in the areas when they got these letters stating they have to pay xtra for a dvr box that they never knew they had and the cretins at corporate left customer svc to deal with it. the svcs are down about half the time. VOD is a joke. It doesn't work. The Collections team is fucking atrocious , are even know to harass little old ladies who don;t get their SSI checks til like 2 weeks after their due dates, As far as I know TWC DID go bankrupt. I am so fucking glad I did not get my services through them , I was smart I went with Verizon for my TV , my Internet through Champion and as for phone well fuck it my husband and I have our cell phones. why would've i got the services from my former employers if they were breaking down as well , i'd be in the same boat as the customers. Oh To All the current customers of TimE warner LA and area , how many agree that those survey calls are the biggest Fucking wastes of time and money there ever was called these "CSAT Surveys". My brother-in-law get bombarded with those all the time , it asks to survey the reps etc , fuck the last things that people need is to be surveyed when half the time the services sucks the good majority of customer service are stupid dumbasses or else Filipino or Indian etc, and the technicians are for the most part lazy asses to begin with . on that note i have to say BYE BYE Time warner your greed didnt surprise us at all , so have fun with bankruptcy

TWC has never done anything bad to me.
But they need to fix their fucking servers so i wont lag at peek hours.
I get a huge ping it goes up like a stock market slowly evrey morning.

TWC has never done anything bad to me.
But they need to fix their fucking servers so i wont lag at peek hours.
I get a huge ping it goes up like a stock market slowly evrey morning.

I cannot agree with you more!!!!!!!!!!!

I absolutely hate Time Warner and the way that they treat their customers.

Only within the last hour, I was screwed by them once again. However, in my location, I have no other choice for high speed internet service. So, I am screwed alright.

I would be happy to share my experiences with anyone that is interested. My troubles have involved Cable TV, RoadRunner and Digital Phone.

After years of suffering unbelievably poor customer service from Time Warner Cable in Austin, Texas, an incident finally caused me to snap.

Read my story and tell me yours at: www.timewarneraustinsucks.com

Time Warner Cable has fraudulently charged my credit card! I made the mistake of paying my bill by credit card once MONTHS ago because I was away on vacation, and they now have my credit card in their system. They automatically charge my card now if they do not receive payment on time, even after I asked them to STOP.
In addition, they never told me about rate increases - my bill just got bigger almost every month. I will never do business with this company again.

Time Warner Sucks Big Time!
The only good service I received from them was the lady who took my initial information. They bushwacked me out of the so-called 90 day package deal I had and charged me after two months, twice! Their accounting department employs a bunch of highway robbers who make me wonder if they aren't pocketing some cash.My package which should be around 70 bucks is 120 bucks every month and I don't even have HBO etc. I've paid my bill on line, only to have them tell me I never paid. I fought with it for months and gave up. IF you are thinking about getting TWC, first consider your options...YEs, They Really Suck!

Didn't know there were so many time warner sucks sites, but glad to know I am not the only one who feels that way. I use to dislike comcast, but now I can't wait to get back in an area that actually has comcast.

I moved into a part of philly that is only serviced by Time Warner. The customer service is a joke! They take channels without letting you know (I went looking for FX and it was gone). I had friends over for a big PPV last year and it wouldn't come through, I called customer service only to not be able to get through. I email them the next day and they promise me a free PPV which I still have not received. Then last month I order a PPV and I get a letter this month telling me that they priced some PPV's wrong so the additional charge was going to be added to my bill next month.

I am looking for a new apartment now, and one of the main things on my list is that it is not in a time warner part of town.

They definitely suck !

Time Warner Cable. As an employee of TWC I have to say the reason your being treated the way you all are is because the employee's are not being treated well either. So why do we care if you care? why bust our ass in fixing all your little crying ass problems if we are not being paid enough to do such crap? why do people (stupid ones) go out and buy your crappy splitters and crappy made up cable lines in your house or apt an then expect TWC to come out and FIX your problems that YOU created? you people think you understand but you don't. you little no good crybabies go to dish or what not. see if we care because from what i see.. wheres the bad if you do?

Thanks for the good example, Justin -- I'm going to use your note in the classes I teach on Managing Service Operations.

One of the concepts I discuss is called the Service Profit Chain, which, in a nutshell, says this:

Internal Service Quality
|
V
Employee Satisfaction
|
V
Employee Retention and Effectiveness
|
V
External Service Value
|
V
Customer Satisfaction
|
V
Customer Loyalty
|
V
Profitability and Revenue Growth

So, your note pretty much sums this model up: You say you're getting treated badly, so you're unhappy. This causes you to not give a damn and not try to provide good service and you treat your customers with disdain. This leads to unhappy customers who leave for your competitors, which hurts profitability and revenue growth.

If enough employees feel like you do, Justin, then TWC is headed for a very nasty demise over the next few years -- the only things propping it up at this point seem to be its monopoly status (the only cable provider for many municipalities) and its deep pockets (which enable it to undercut new competition and buy new customers through temporary discounts). And neither of those is an attribute on which I'd want my company's future to depend.

read my blog if you wish... The reason why we (employess dont care is because you are idiots) prior poster:

Time Warner Cable has fraudulently charged my credit card! I made the mistake of paying my bill by credit card once MONTHS ago because I was away on vacation, and they now have my credit card in their system. They automatically charge my card now if they do not receive payment on time, even after I asked them to STOP.
In addition, they never told me about rate increases - my bill just got bigger almost every month. I will never do business with this company again.

1. we do not store card information. you probally paid your bill online and did not pay attention and set up a reccurring payment. It happens all the time. (customer error not our problem) It was you who did it why should we fix your mistakes.

They take channels without letting you know (I went looking for FX and it was gone).

Ok yeah it is crappy if a channel is removed or moved to another grouping of channels but we do notify via YOUR BILL!!! If you ever took the time to actually read it you would see what is going on.. Oh and btw it is not always our desicion... you should be mad at the networks to. all cable companies do is provide the service we have nothing to do with the content. we just provide it.

They bushwacked me out of the so-called 90 day package deal I had and charged me after two months, twice!

Prorates... and billing a month in advance your first bill probally had two months of service on it. the third 1 month-- if you paid your bill on time and behold your 90 promotion.

First, their customer service representatives are typically the least trained and least motivated service reps I have encountered, and that's saying something (I research customer service quality for a living).

actually I couldnt agree with you more. We dont have the best training but with cable being so techinical and nothing being exactly concrete way to fix an issue yes we are under trained. and yes we are unmotivated. Especially if you are on the phone with someone for and hour and they just know your wrong and think they are right and their shit dont stink. people who call you bitch stupid idiot..(which I hang up on-after a warning) I do not get paid to get cuseed out. We are both adults and it your going to call in with a problem your not going to patronize me. You are going to talk to me on the same level you would talk to your friends and family. You are not going to scream at me because it is not going to solve the porblem.. I absolutely dont have to deal with that. and I will not.

why do people (stupid ones) go out and buy your crappy splitters and crappy made up cable lines in your house or apt an then expect TWC to come out and FIX your problems that YOU created? you people think you understand but you don't. you little no good crybabies go to dish or what not. see if we care because from what i see.. wheres the bad if you do?

oh I sched a service call for these crybabies at their request and tell them we will charge if its not cable related. yall dummies expect us to fix something you set up i.e. 4 tvs running off a splitter... poor reception.. Our techs do not install service this way ... that is your problem you set it up you fix it.

Oh yall want me to pay te bill on time but my service never work right.,,, hmmm I dont care you got a bill you responsible for it. if your service is not working do not do dumb shit as above and it will work.

Oh and PPV especially adult movies-- i will not comment on this one anymore... if you want to know more read my blog.

If you call me and say you want to cancel you must be serious i will confirm and ask you several times ask you when you want to disconnect and put the order in. dont play that hot headed mess with me. Its up to you to call in and cancel if you want. not to me.

If enough employees feel like you do, Justin, then TWC is headed for a very nasty demise over the next few years -- I know of many employees who feel this way. and oh well. I do my job. my job description says nothing about kissing a customers ass. sure I have went above and beyond for a customer but they called in with their problem and treated me with respect if you dont give me any respect i sure as hell am not goning to give you none.. Idiots talking about they will hold til a sup comes i dont care about a hold time you can sit there all day for what i care.

Hell I dont want to work in customer service. But you know what it pays the bills everymonth. And being a recent college graduate entering graduate school this is as good as it gets.

If you hate time waarner so much why keep their service go to dish i could give a hoot it does not hurt my feelings at all. Oh and by the way if you do go to dish if you think our service is bad..... well your in for a surprise. Oh yeah no free service calls if it rains you have no service. um what else oh those commercials dish has are promotional offers. and they make you sign a contract. for a year or more and if you cancel within the contract you get cancellation fees. but enough of that. I hate time warner too. Hell I may go to dish myself when I quit-- I get it for free. BUt all this crying and whining and im about to die cause my cable been out for 5 minutes has got to stop.!

"my job description says nothing about kissing a customers ass. sure I have went above and beyond for a customer but they called in with their problem and treated me with respect if you dont give me any respect i sure as hell am not goning to give you none.. Idiots talking about they will hold til a sup comes i dont care about a hold time you can sit there all day for what i care.

Hell I dont want to work in customer service. But you know what it pays the bills everymonth. And being a recent college graduate entering graduate school this is as good as it gets."

Nice English skills, there...I'm sure that "graduate" school is plenty proud to have you.

He must be drunk or Mexican.

Come to think of it - probably both.

Just to defend myself, I dont care about grammer or proper spelling when I am online. This is recreation for me. FYI I am not mexican. And If you really want me to be technical, "Nice English skills, there...I'm sure that "graduate" school is plenty proud to have you." If you are going to pick at my "grammar" Please do not use a comma splice in your sentence. The correct Sentence would read: "Nice English Skills, I'm sure the graduate school is very proud to have you as a student."

See, This is a prime example of what I am talking about. People do not know how to treat people with respect anymore. Hell, I really dont care anyway. I hate my job. I hate Time Warner too. Why the hell do you think I'm posting here? I was just showing you what it is like to be on the other end of the telephone conversation. Of course we are unenthusiastic, We take over a hundred calls everyday with the same repetitive bullshit. Yes, it gets annoying. Yes, it is annoying when the same person calls in 10 times in one day, talks to you 3 times, and talks to 7 other people. Each person tells the customer the same thing. So yes, my day is filled with annoyances. Much like the person above that tried to belittle me on my grammar, yet they had a gramatical mistake. I am not perfect. I do not know everything about the mechanics of grammar. That is what an eduacation is for you moron. So, as we digress, back to the point at hand TIME WARNER SUCKS!!!

kc: Ignorant prejudices won't be tolerated here. In fact, it shouldn't be tolerated anywhere. Consider that before you post again. Thanks.

TWE: Your critique of my grammar is not correct, but thanks for thinking about it. My primary point was that using unintelligible/flawed writing to complain that other people are idiots (and now morons) seemed, well, a bit ironic. And given your general attitude, I hope you someday find a job that doesn't involve other people at all. A septic tank cleaner might be a good start.

The TWE poster who invited us to "read my blog if you wish" has a blog at http://blog.myspace.com/sheribillie

And to think that the person who penned those paragraphs above "decieded to major in professional English." I'm sorry, but anyone with an iota of respect for the English language would never desire to see, let alone produce, the offensively poor grammar and punctuation observed in the posts above.

oh well f*** you all If you even read my page It is pureley for reccreation. I dont care. I am not a "grammar natzi". Blogging is journaling. Grammar does not have to be correct. Oh, and trust me your sentence was incorrect. While mine was not perfect, it flowed a hell of a lot better than you.

I'm sorry, but anyone with an iota of respect for the English language would never desire to see, let alone produce, the offensively poor grammar and punctuation observed in the posts above.

You are probally correct. Mr Tutuen and Dr. Oneal would probally cringe if they say this; However, this is my diary, public it may be, but it is a diary.

And given your general attitude, I hope you someday find a job that doesn't involve other people at all.

You know thats your opinion. Don't just jump on me because I am voicing mine. Actually, I am a people person. I love people. I love meeting new people. I love being around people. But, after you have sat on the phone with a grown man, who is literly whining-- Its enough to make a person crack. It's enough to go throuh a burnout of some sort.

Just because I mentioned that I majored in English and Im planning on going to graduate school everyone jumps on me. Everyonethinks they know everything there is to know about english. But, you know what? Why is theis a topic about my grammar. Y should anyone care. If I am writing an academic paper it will be correct. If I am writing an email or memo at work It will be correct. You know I graduated with a 3.2 Gpa. I was a life scholarship recipient all my years in school. (sc lottery scholarships.) Sorry If my life Is so busy I dont have time to edit. Just another FYI. Just because Im out her on the internet. typing. Not paying attention. half asleep. halfawake. You know, If I wanted to be correct I wouldbe correct. I dont even know why im waisting my time on this. I just wish. Maybe You right. I was wrong for refering to people as idiots and morons. I'm a woman I can "man up" to my mistakes. The only person that is perfect is God. College professors make mistakes, people who have studied thier craft for years, yes they make mistakes too. I just wish for one day may the customer's could see what its like being on the other end of the phone. And sometimes I say "idiots" because people are indeed idiots.

"My tv wont turn on?"
"Did you press the power button?"
"yeah."
"Try it again."
"well what do you know my tv worked now what did you do?"

I deal with stuff like that everyday. This will probally be my last post, so, I will bow out gracefully. I apologize. I truley apologize. I will stop being a discrace to the English language and I will edit all my prior blog entries. I will make sure that it is not in "slang" or "everyday language"---which by the way is completely fine for personal blogging.Craig, my dear, you are right. I cringe at my own writing, But the fact of the matter is I am lazy. craig, for you, and for all english lovers out there I will edit. I will become the "gammar Natzi"!muaahhhhhaaaaa!!!! Ok, I'm getting carried away, but Trust me, I understand. I am intelligent. Once again, I apologize. I reaally trully apologize. My behaivor on your post was unacceptable and I deserved to be taught a lesson. I get it. Im sorry. I was wrong. Will you all please forgive me.

I would like to say that the said thing about all of this and what people should realize is that cable is not a necessity. Customers call in and first think that we have to take there shit and kiss ass go histerical over some goddamn cable get off your ass and ride a bike read a book hell kiss and play with your kids. Second of all, why would you call a center that is local talk shit and cust the person out when we have your phone number and address that is damn dumb. Time Warner Cable customers suck hello IT IS CABLE that is all dont like it cut the shit off and shut up. Dont call us asking us question when your dumb ass thinks you have the answer if it was up to me all you couch potatoes would look up your own stuff just put the damn computers out side in the parking lots and have at. Some one said she must be a drunk or a mexican what kind of racist dumbass would say that? A time warner customer!!! Bet your halfbaked ass dont know that the employees of this company are out in the company helping kids to read and do math, Katrina victims,volunteering and giving money to united way some people there whole check at times batter women shelters your kids school we donate cable and internet. and what are you doing ? some of you need to be with your children helping them read and write instead of watching all that cable. Get a life.

Wow, timewarnerfosho, you are SO right. You make a strong case that many MORE people should be helping their kids learn to read and write.

Of course, the same could be said about the time spent leaving comments on random weblogs.

Here's an insane tale. It's also 100% true.

I'm a doctor who decided to go down to the Rio Grande Valley to provide some medical care for basically no compensation to a horribly medically underserved area. I got Time-Warner Cable Internet service installed, which has worked well. Because the Spurs are playing in the finals and I want to watch them, among other things, I got Time Warner cable.

So Tuesday, I come home and the morons have cut off my cable. The Internet access still works. I still get five channels (Food, We, Oxygen, Bravo, and ESPN Classic). Everything else is filtered out at the box. So I call them up, and they say someone will be out Wednesday.

Wednesday, they call me to tell me that they've set up an "all-day 8-5 appointment" on Thursday and I "need to be there." I tell them I can't, and explain my situation. They agree to be there after 5PM. So I leave a bit early, leaving some paperwork for the next day, rush home, and get home at 5PM. They never show.

I call them, and they say "the technicians weren't able to get out there today. But we have you scheduled for an all-day appointment tomorrow." Here we go again! So I repeat the explanation, tell them that there's no way I can get off early two days in a row, and that the damned problem is outside anyway. They agree.

I call them Thursday at noon. They assure me someone will be out there after 5PM, and that they work until 9PM. Okay, fine. So I get home at 5:30 or so.

At 7PM, I call them and ask them where the hell the guy is. They radio "dispatch" and say that they'll call me back when they know. Okay.

At 8:10PM, I still haven't received a call, so I call them. Apparently the operator hadn't heard from dispatch.

At 8:30PM, I call and get another guy, and rip Time-Warner a new one on the phone. (By now, my game, really the entire reason I got the fucking cable in the first place, has started). They put me on hold for 5 minutes. Finally he comes back, says that "the technicians are running very late, but it will definately be fixed tonight."

It's now 9:10. At this point, some manager is going to get screamed at Monday, and they damned well better prorate the bill.

Fuck Time-Warner. Next time, I'm ripping a God damned satellite dish off my house and sticking it on the fence down here.

WOW DOC.. all your frustration and language, I sure as hell don't want you as my Doctor. Ok you people still don't seem to understand about cable and how it all works. doesn't matter where you live in the TWC system, there is bound to be problems. Thats like that with ANY company you go to. we ( as a twc employee ) try really hard to please our customers BUT we do deserve respect and if we get our ass kicked the minute we get out of the van, then your not getting much respect back. and if i see ANYTHING that is not installed by our twc employees, im charging your ass!!!! if you have a problem, call us right away. dont wait 2 or 3 weeks. nothing fixes itself. if you start to see a problem, CALL! we will come and do our best to get it to work. Im not crazy about twc but i do as many other techs out there take pride in our work and we work hard to get ot right for you. we know how our system works, you dont. so dont say i need a new box when you really dont. dont say i need an amp installed to boost signals, chances are its not signals at all. dont tell us what we need to install or change for you. we are techs, we have to go and check all this stuff out first and then we can explain what needs to be done. sometimes you may not like what we have to say but think about this.. Dish does charge you if they have to come out for ANY reason. they dont have VOD HBO, MAX, TMC, SHOWTIME. most of the time we dont charge to come out and fix the problems your having but be a asshole to us, get ready for some attitude back and be charged if its not our cable thats causing your issues.
say all you want be cause you are all STILL a bunch of crybabies!

I found this as TW is wanting to hire me for their new upstart in the Wash DC area for RR.

Very interesting stories/Posts -- I currently have Comcast and have had similar horrible stories, especially with their internet folks. And I am a Director of IT!

My message is for the Time Warner Cable Employee named "Justin" that posted on this site earlier. You are a prime example of a typical American. Why "Bust your ass?" You aren't even earning your paycheck right now. So I seriously doubt that you are busting anything. Secondly, your customer service is horrible. The people on the other end of the phone clearly hope a customer (for good or bad reasons) never call back. Lastly....you don't like the job? Then either change jobs like an adult or don't accept the paycheck if you do the job poorly. We suck? Not quite....YOU suck.

OK, OK, I'm sure there are some competent, empathetic, and effective TWC employees -- I just haven't met any myself.

Hey Time Warner Employees (only the ones who think customers are idiot's), you really need to understand customer SERVICE is your job.

I worked for 5 years in the rental car industry and handled the customer service line and I was in charge of handling complaints. If there was ever an industry where customers are mad that is it. You need to grow up, people are upset TW is constantly changing prices, services, and also has the normal everyday business prices. Customers are confused about why they are getting almost $200 bills when they signed up for something almost half of that. If you would follow customer service training of how to help irrate customers (through TW or on your own) you can really make your job more enjoyable.

Like I said I worked for a Rental Car Agency. All Rental Car agencies overbook by 20%, so they frequently have every rez show up and not enough cars. I as an employee understood that I was at the front line and had to handle the situation however ugly it was and save the customer. I at times hated my job. But I never felt that the customers were idiots or that they didn't have reason to be upset, and as an adult I knew not to take any abuse personal.

You do not have to take verbal abuse on the job, you can alert the customer if it is that bad and then file a complaint with TW. If they force you to be abused you have legal recourse. However, if a customer is impatient and frustrated as a customer service rep you should follow widely known steps to calm them down and then help them.

I hate to be the bearer of bad news, but all jobs involve customer service, and if you can't handle it at this level what are you going to do when the stakes are higher. A $50,000 a year job has much more accountability and workplace politics than a $30,000 a year job. Higher pay higher stress.

I recommend you seriously look into some customer service techniques, maybe these people calling you hate their jobs as much as you do.

Good Luck, it really only takes one person to be nice to make a difference. It is a quality called Character.

Just so you know I got many, many good customer service letters from customers and my company rewarded employees who got letters with $25 for each letter. I also saved those letters and show them on job interviews. Some of those customers who wrote letters, were even customers that we didn't have the cars for (and mind you these people are on business or vacation).

You don't have to hate your job. Like an earlier post said, customer service can lead to profitability and that can lead to better employee benefits. Maybe since so many TW employees share your beliefs that may be a reason for your poor compensation.

good luck.

Time Warner employees are the company. If they are rude, uneducated, and mean-spirited, like the ones who have made comments here, they deserve to be treated by both customers and supervisors in precisely the way they are treated.

This is why I just dumped Time Warner--which means they manke less so they can pay you worthless employees less. And the more customers you run off, the less you will be paid.

You can make of your job a heaven or a hell--but from now on, do it without me.

Craig, you are an idiot....
High Pay does not allways mean high stress. my fiancee' job is highly stressful and she makes less then half of what i do and my job is almost a breeze. dont post thinkgs like you know everything...

in my opinion, a 60,000 job is less stressful then a 30,000 or less job.

think of all the Teachers in this country and their salary... they make very little and they probably have the most stress... where as managers have less stress b/c they give the workload to their direct reports.

DT: I've no idea what you're talking about, as I don't see anywhere here where I discussed pay vs. stress.

I said higher pay equals higher stress.

Not all teachers make 30,000 in many areas they make alot of money.

Anyway I am happy for you that your job is a breeze. Their are always exceptions. If you read my post you'd see That was not my point. Just trying to help some really disgruntled ignorant people.

I have lived in Houston, for 17 years, I have used time warner cable for that long, not knowing you could get something else. TIME WARNER CALBE SUCKS!!. Now I know better and Iam switching to what? I don't know you be the couch. I need to have my basic channels, plus all the spanish, and cable chanels and some movies, specially Bravo, independent films. please advise what or how do I get this in Direct T.V. or Dish, I hear that Direct tv or dish does not have basics. So what is the advantage ifyou cannot have your own basic of your local networks?

Time Warner Austin is probably one of the worst isp's I have ever encountered.

For well over a month now my ping to dallas (not exactly far away) has spiked to 200+ from about 7:30 to 12:00 every single night.

I have on numerous occasions tried to contact their support and get the issue resolved.

First I tried the online 24/7 support. They asked me if I was connected directly to the modem. I told them yes, they had me clear my browser, cookies, etc. all the standard stuff. They eventually ask me to run netstats, a tracert to www.yahoo.com, and ipconfig.

I do all of this for tech #1. My ping to the first 3 hops is fine, the 4th hop (which is an austin.rr.com rtr) jumps to 200. They begin trying to tell me that it's on my end (even though the ping to the first 3 hops is sub 10). Eventually he gets around to asking me to powercycle my modem. (Pointless.) I do so. I come back with a ticket # that I was given, the next tech I encounter asks me EVERY SINGLE QUESTION AGAIN. I sit through this for about an hour, he tells that my router wasn't powercycled. (It was.) I do it again because he won't help me. Tech #3 puts me through the whole thing again. Eventually she gets around to telling me to call a phone # that she has given me, and she gives me a ticket reference number. She claims the tech on the phone will transfer me to Tier 3 support.

I call the #. The tech on the other end tells me that she's full of it and that he has no idea what she's talking about.

Online tech #4. He runs me through the same crap once again. Eventually gives me a ticket reference # and a second phone #. This is now a day later. I call this number and after about an hour I convince the guy to transfer me to the National Help Desk. They transfer me back to Austin. (not tier 3 yet) The only thing the guy will do is set up a tech visit to my house. (Which doesn't help at all unless he's there when it's actually acting up.

The tech comes, fixes nothing, I call again. I eventually get to Tier 3, (something like a week and 8+ hours of my time on the phone later.)

The Tier 3 guy tells me that he can't really help me, that it must be something the engineers have to deal with, gives me an email address to send traces to.

2 weeks later now, still no change, I've sent traces to them every night. I am not the only person affected, I know of at least 18 other customers in the surrounding area (just family and friends) who have the same issue.

To make a long story short, I got the run around for 3 days, wasted a lot of time and it fixed absolutely nothing.

Hey TWC Guy!

You should end your own misery...

A noose, pistol... Something like that.

Or better yet! Sign up for new Time Warner Service!

: )

MoWoM

I sympathize, but disagree, at least as far as Milwaukee goes. Yes, the service is too expensive, but they have gone the extra mile for me. I have a DVR (the world's greatest invention after the microwave) and digital cable and squirrels that just love my cable line. They can often fix any problems right from the office, and if not I get a 2 hour window for a house call and a call just before the cable guy arrives. Would that all of you had the kind of service we have up here.

Thanks, MG, it's good to hear that TWC isn't uniformly awful.

After two years of crappy Internet service through Time Warner New York, during which I was only able to connect to the Internet about 50% of the time (despite the assurance of repairmen that they "fixed" the problem), I finally just cancelled my account.

They told me I needed to schedule an appointment for them to come and disconnect my service. OK. Saturday (7/22) between 10 and 2. At 3:00, I call and ask what's going on. Apparently, nobody was ever dispatched, so they need to reschedule me for Wednesday (today).

I'm working, so the bf come over and waits for them to come between 8:30 and 12:30. He calls me at 1:00... no one there. WTF???!!! I call. The rep tells me she will have to "call me back." 4:00pm. No call back. I call, wait on hold for 20 minutes, and learn that no one was ever dispatched.... AGAIN. Then the guy's like, "Why don't you just bring in the modem to one of locations?"

I'm livid at this point. "YOU MEAN TO TELL ME THAT I JUST WASTED TWO DAYS WAITING FOR YOU PEOPLE FOR ABSOLUTELY NOOOO REASON???!!!" I tell him I will throw the modem out the window.

So my quesch is: if I do this, do I only lose my $25 security deposit? If so, then it's totally worth it. I just don't want them to charge my credit card some crazy amount...

all of the comments i'v read will tell to go back and get comcast today the time waner cable go the location that i am in is southern california everyone in this place is right the on-demand service is at least 1/4 or not even 1/4 maybe 1/5 of what comcast has here is the list what time warner doesn't have in there on-demand service mtv, mtv2, fuse, havoc, bet, sundance, free movies, harmony, concert, tubetv, nick, nick2, speed, nfl, nba, spice, animeselect, something werid, players network, vh1, e!, network primetime which has cbs, guitar lessons, karaoke, dod, vibe, i can think of anymore but that is all of the on-demand service is gone complely gone. In the transtistion I wish that Comcast comes back I'm willing to make a petition to bring back Comcast to the people in California but the petition won't just California but everywhere were Time Warner has done its damage with its customers so if anyone want's in help me do it to make Comcast the best Cable company in the U.S. BRING DOWN TIME WARNER CABLE.....

we've suffered with adelphia and its crappy station lineup-- loaded with worthless sales and religious channels-- one dedicated to 24 hours selling 'dysfunctional colon' cures-- for years. While they raised prices regularly and took away good channels, the management were busy looting the company. now since time warner took over, this miserable outfit took away one of our good channels-- the NFL network--and did not reduce our monthly fee. Some regulatory agency made them put it back for 30 days and during that time i'm looking at Direct TV. Will the last customer using TWC please turn out the lights.

My experience with TWC NYC is horrible.



Context: I was setting up new service in a new apartment for two TVs and an internet connection.



My original work order (to be installed on 7/27/06) called for 1 DVR Box, 1 Regular Box and 1 Modem (3 items). When the tech showed up on time at 2pm, he apologized that he ran out of equipment and would only be able to install the Regular Box and the Modem. He assured me, however, that his field supervisor would come back before 7pm that day with the Regular Box. "No problem," I thought - but this is where the trouble began.



When no one showed up by 7pm, I called customer service and they told me to wait until 9pm and call the next day if no one showed. Of course, no one showed. I called TWC the next day and they told me they wouldn't be able to make an appointment until 8/8/06 (11 days later) for me to get the Regular Box. (Despite the fact that they have locations in NYC, they told me I cannot simply pick the box up).



In any case, today (the 8th) a technician shows up with a DVR Box and a Modem, but no Regular Box. REPEAT - the tech brings me the equipment that I already have and not the equipment I need! Of course this wasn't his fault - he simply followed the incorrect work order supplied by TWC. TWC wasted four additional hours of my time and at least an hour of their technician's time.



When I called TWC NYC to complain, they didn't even apologize!! In a situation like this it is pretty clear that it is THEIR FAULT! I have the original work order (from 7/27) in my hand that lists three items to be delivered. Two of them have "INSTALLED" next to them. One does not. This shouldn't be very hard. However, instead of apologizing and solving the problem the service rep said (with nasty attitude), "What would you like me to do about it?" Are you KIDDING ME? I would like you to get me the box that I ordered without wasting any more of my time. I have already waited around for 12 HOURS and still donot have my order filled. Now I will wait again tomorrow for 6 hours. We'll see if I get what I need.



The key here is that TWC reps have an awful combination of incompetence (the inability to fill a simple work order out correctly and attitude (the need to blame everything on the customer as if there is any way I could possibly be responsible for this.



What an awful company.

I haven't had any problems on the tv end of it, but I have to keep my cable modem 2FEET! from the wall output or I keep losing signal. I then run the modem to a firewall/splitter and then to my computer and PS2. Works fine that way now. When I first got cable internet from them, I had an old Mac, the internet actually ran SLOWER than a modem. The tech came out and told me IT WAS THE MAC?? Could have been, but I doubt it.

Well, I do agree that one can attract more flies with Honey, than with Vinegar.

Having said that, I'm a new customer with TWC (Houston), and have had them for almost a month now.

When the installer came out to hook up my service, the reception quality of the basic channels was almost un-watchable.

When I questioned him about it, he said it's because of my splitters.

I found that odd because I don't have any splitters, and when I informed him of that, he said, "Oh yeah. Well, I'll run some line tests."

After he ran his tests, he said the signal is fine and at "18 DB" (I don't know what that means, he said it's Signal Strength).

He then hooked it back up to my TV and the quality was still the same (bad).

He said I need to call to have a different tech come out that can fix it, and he didn't know what the problem was.

After he left, I called like he said, and 3 days later they sent that same guy to my apartment...

He recognized me and rolled his eyes and just left.

So I called TW again and they agreed to send out someone else later that day.

The new tech did show up, and was a woman, and she told me to get a box because they recently upgraded my area to something called "Digital Simulcast" and it was messing up the signals for non-box customers.

I was finally able to pick up a box from the local TWC office today (I had to get a ride from my brother who had to take off work), and it didn't work.

I called the number on the receipt and they told me to take it back and exchange it for the "DVR" box because it's better and the standard boxes don't work right.

So I did the exchange and when my brother hooked the (rather heavy) DVR up, I was surprised to find that it's not working either.

So, my bro hooked the cable directly to my TV, only to find that it's not working that way either!

We took the (rather heavy) DVR box back and told them that my cable is out, and I asked them to set up an appointment for a tech for me.

They then told me that I'd have to call them because they can't set up a tech visit from their offices.

So I get home and call them, and they said that they can have a tech come out next week (on the 24'th).

I agreed to that and said in an understanding tone, "Boy, the new digital simulcast service ya'll have is working you guys pretty hard, eh?"
They asked what that was, so I told them what the tech told me, and they said they never heard of it and put me on hold to ask a supervisor.

About 10 minutes later they came back on the line and told me that I'm not going to get digital simulcast in my area until 2008.

So I changed the subject back to having a tech come out and fix my cable, confirming the time and date.

As I spoke, my cable came back on, and the picture was even worse.

I kept that to myself.

I've looked into getting either Dish Network or DirecTV, but another Apartment building and some very tall trees are blocking the part of the sky that the websites say the dishes will point at.

All in all, I am a very dissatisfied customer, and if it were not for my brother (he has a multi-tuner HTPC and lives elsewhere) I would have missed all of my favorite shows.

As for the rude comments about getting a life and what not, let me just say that it's not a viable option (nor is it a useful suggestion) for those of us who are confined to a wheelchair.

At least some of the other TWC customers have the option to have equipment delivered.

I have to ask my brother to take off work so he can drive me to the local TWC center.

They also demanded that I show up in person for all equipment pickups, dropoffs and exchanges.

My only option at this point is to try to save up enough money so I can move to where my brother lives, but if I do that, then I am to far away for my insurance to cover the cost of the shuttle to and from the hosiptal...

Amen to that!! Time Warner just took over Comcast in my area and my connecion speed in in the toilet. Customer service? Ha! Try to complete an online form with 24k connection speed. IT SUCKS!!!

I used to work for the Ohio Time Warner Cable as one of their recruiters. I didn't recruit for Customer Service but the Recruiter that did was not motivated to fill her position w/ qualified candidates, she was motivated to fill her positions with bodies. The director of the customer service department didn't care if employees were giving quality customer service, he cared that they were there taking phone calls...afterall, the average wait time was over an hour on hold. That was one of the major problems with TWC, they don't understand what their customers need- they don't want to pay their employees a fair wage- therefore, their employees don't care about the customer. Time Warner is still operating in the stone age when it comes to developing their employees. Even if you happened to be the one employee that was motivated and went above & beyond, you'd eventually become the pieces of crap that post to this website- because, you see them getting the same increase you did for a third of the work. TWC has a hard time keeping good people because they don't reward hard work, until they do, their customer service in all facets of their business will suck.

I feel ya I was on the phone for over an hour and talked to 7 different people. My service was disconnected for non payment of service, and it was paid 3 days prior and I had a confirmation number and they tried to tell me that I still didn't call my payment in. So I had to go through making the payment again. My service was restored. 10 minutes after I got off the phone with them, my service was yet again disconnected, so I called again, spoke to a lady and she told me that I didn't even have an account with them...AHHHH...Then I was on hold for over an hour and yet again received another person who didn't know what the heck was going on and stated that I didn't have an account with them and then transferred me to another line where I had to wait another hour to speak with someone.
Too Bad TWC is the only one that offers service in my area, so I'm pretty much stuck with them.

What I like is when I get aguy telling me right off the bat that he works for cisco.... Thats when I know I got to explain EVERYTHING, -but anyway the most common problem that you get when YOU want to save $9.95 per month by getting YOUR OWN router, is that we use a dynamic IP. It is faster and more secure. "Dynamic IP" is a fancy word for IT CHANGES. So when it does YOUR router more often than not loses the IP or doesnt get the new one ***NOT OUR PROBLEM*** its YOUR router. the reason it doesnt happen when you get Home Networking thru us is because we use a device called a GATEWAY -which is a fancy name for MODEM AND ROUTER IN ONE -which means one ip address, and eliminates the issue. Dont get mad at US because you want to save a buck --You save $10 per month, and you gotta EARN IT now. When your service has this sortof interruption remember: "there's your $10 per month"

Oh and for those of you who like to argue about "it says im connected" dont understand thatit'sonly saying its connected to THE ROUTER... dummies!

Meh.

Day 1: Went and picked up a Time Warner Cable Road Runner Self Install Kit, I took it back to my apartment hooked it up and immediately noticed that my TV was fuzzy and my Internet would not come on at all. I call Time Warner and talk to 3 or 4 people; they end up telling me someone will be out in 3 days to take a look at it. 3 Days Later: I realize that sometimes apartments have bad Cable Outlet signals when using a splitter and that this might be the problem. But I wanted someone to come out and make sure that was what the problem was. A tech finally shows up around 4 pm and puts a Meter to my cable outlet. He tells me that the signal is very low and that it is not normal at all. He says that there is nothing he can do and that Dispatch will have to come out and do a rewire. He tells me that they should contact me in 2-3 days and that they will take it from there. He was a nice guy (he made my signal worse by messing with it) but I do not have a problem with him..... 1 1/2 weeks later: My cable and internet have been going on and off for over a week and I have yet to hear a single word from anyone. I called and told a tech my problem. They look on my account and tell me that they have no idea whatsoever about anyone coming out to my apartment for a rewire. They said they will have to reschedule it which they once again say “Dispatch will get on contact with you". I started thinking about it and called back and talked to a guy who told me how I am getting screwed and this shouldn’t have happened etc. He swears to me that someone will be out THAT DAY to fix the problem. I say ok and wait...and wait.....and wait..... It is not 6:30 pm and no one has shown up. I call Time Warner back and they tell me that they know nothing about someone coming out tonight and that they would have to leave a note on the Supervisor of dispatch's folder and that he will get back with me first thing tomorrow morning. The next Day: My internet and cable are still messing up constantly, but I stay semi calm and wait for Jimmy Robinson (the supervisor) to call me. It is now 2:00 pm and I have to go to work so I call back and tell them their supervisor never contacted me. They put me on hold for exactly 33minutes and come back and tell me that Jimmy Robinson knew nothing about it and will have to get back with me. I get upset and ask them how I can contact him instead of waiting for a phone call from him. They tell me there is no contact number for him. I hang up. 2 days later: Still no call Internet still messing up. I call back and speak to someone and tell them the problem etc they tell me that Jimmy Robinson had determined that it was the splitter that was causing the problem. I then start to realize that I am dealing with some real educated people and I explain to the tech very slowly how it was not the splitter because a tech had come out several days earlier and determined it was the outlet and that I needed a rewire. They say that they will re schedule dispatch and as soon as they say this their phone hangs up, I do not know if it was intentional or not. I call back and get a guy on the phone, he reads over my problem and I explain to him how I am tired of being basically lied to over the phone and I want someone out to fix the problem. He then proceeds to tell me “I wish I could pull something out of my butt and help everyone but I can’t" This makes me furious and I get his name and hang up. I call back from work and get the run around again this time I talk to a supervisor to Promises me that someone will be out on Friday and it is an all day appointment. Friday: I TAKE OFF OF WORK to wait for this person to show up. 4pm comes around and I call back to confirm the appointment, the man I talk to reassures me that someone will be out before 9 pm. 7:30 pm comes and no one has shown up or called. I called back and spoke with someone who called Dispatch directly, they said that they WILL be out before 9 tonight, I hang up and wait some more. 9:15 comes; I call back and speak to a guy who tells me a familiar story “The supervisor determined that it is your Splitter..." I cut him off and tell him that the splitter is NOT THE PROBLEM AND THAT IT IS THE CABLE OUTLET AND THAT THEY WERE SUPPOSE TO DO A REWIRE! I get a supervisor and she apologizes etc and I am nice with her but extremely frustrated, she tells me there is no excuse etc and that a supervisor will be contacting me tomorrow. Tomorrow: I get a phone call around 10 am and speak with a supervisor named Tasha who tells me she will fix the problem. The problem is that she is doing nothing but telling me what every other call tech has told me and does absolutely nothing but waste minutes on my cell phone. I get upset on the phone and explain who I took off a day of work and no one showed up, she doesn’t seem to give a crap and tells me " You can just keep talking to yourself it isn’t doing much good" I get pissed at her and the convo ends. 3 more days of me calling back and getting the same story and broken appointments...... FINALLY 2 guys come out to rewire the apartment, they show up and immediately start complaining, they mess with a wire in my pantry for 5-10 minutes, use my bathroom, urinate all over my toilet lid then tell me that there is nothing they can do because they need access to the attic to fix it. I tell them to give me 5 minutes and I can have maintenance come and get them in it. They say they have to go but they will call me back around 5 and then swing back by. I say ok and call maintenance and get all the information from them and have it set up for them. I wait and wait it is 7 pm and they never call. I called back to time warner go through the whole spill. It brings me to now, I call back and tell them to forget it and that I want credit to my account. They told me that they cannot do that until the problem is solved which is complete BS. It is NOT MY FAULT that they will not come SOLVE THE PROBLEM!!!!!!!!!!!!!!! I finally talk to someone else and he gives me 20 dollars credit BS........ So as of this moment my TV and internet have been on for 2 days and only cut off once. I told time warner I am completely fed up with their BS and that I am just going to wait for it to cut off again then switch to bellsouth internet. Time Warner Cable is one of the most horrendous companies I have EVER dealt with and for every single Tech that get on here and defends their actions they can seriously kiss my ass. There is absolutely no excuse for the crap they have put me through.

Want to know the real reason Time Warner doesn't give a crap about anyone???

Because they own half the f-ing world... Bush has made it easy for media companies to monopolize the market. Therefore, when you want to order internet/cable, you are stuck with Time Warner. Get this: I can't pay anything less than $55 for basic cable because of the monopoly by Time Warner. Guess how much my aunt in Dallas pays for the same service? $13- because she isn't in Time Warner's service area.

See here:
http://www.thenation.com/special/bigten.html

and here:
http://www.thenation.com/doc/20020107/miller

Hey Guys okay.. i have been reading this whole thing about Time Warner Cable, which is freakin funny. I only came across this thread because I was trying to figure out if I could transfer saved programs from my TWC DVR box to my laptop... since it has a USB plug in. But anyways I have to say that all your problems with Time Warner Cable isnt isolated. I mean we all go through problems with not only our cable, but our insurance, our utilities.. so forth and so forth. Now I work for TWC as a Network Security Engineer (has nothing to do with your cable, although I get asked all the time about cable problems) and im not here to tell you that TWC is great. Becuase it isnt and neither is 99.9 percent of the companies in the World. The truth is every company has its downfall, one way or another. And not all companies have people who walk into work all happy.... lets face it no one really wants to work, if we all had it our way, we would be rich living out our dreams of traveling or starting a business.
And for those who have worked in a customer service area, all know how it feels when your dealing with a customer who has no clue. I have been there, even in the Marines I had to deal with other Marines who.... well lets say the lights were not installed, the hell about them being on....lol. But the truth is as a customer we need to pay attention to things like the bill which has good info about whats going on, we also need to stop being "Mr.Gadget" and hook up 20 TVs to one line (Im guilty of it too). Another thing is understand that if your living in a Apartment, your going to have problems, and it can be a number of things that Time Warner Cable has nothing to do with (Right now im going through this).
I have had service with most of the companies like Cox Communications, Comcast and Time Warner Cable.... and I have had the same problems with all of them in dealing with their tech's. And I have had customer service problems with almost every company I have come in contact with.... problems are going to happen, as long as they are not a "all the time" circumstance, then I can deal with it.
And if it makes anyone feel better, I do apologize for some of the customer service problems you guys are having. But not all Time Warner Cable employess dont give a dam, some actually do care.... they get as frustrated as you when they cant figure out how to fix your problems. And you have to remember that not everything has a fast and easy solution.. its just like a computer... crazy things happen that are hard to explain.

Of all the utilities I do business with, Time Warner is by far the worst! 3 or 4 weeks ago, I had to have a service call due to pixelation on one of their channels. This morning, when I turned on my TV, I was greeted with a bright blue screen. I'll have a service call coming in tomorrow afternoon (I nickname Time Warner Service Calls as "Time Warner House Arrest." Time warner is also the only company I do business with, who telemarkets me. Though if they call me again, I'm going to take legal action. I wish Rochester, NY would get another cable company, so that I can drop Time Warner.

boo friggin hoo
it's you guys who call me in tech support because one of your 400 channels are fuzzy and "its the only one I like..." and totally freak because either the tech date is 3 days away in a 2 hour window, or its tomorrow but its all day. And I hate how you all think our Supervisors can do anything: NEWSFLASH: they have less capabilities than we do...remember that next time you ask for one.
I work in time warner tech support in the outsouce office-- i don't even live in the states. Where I live, we have a little Mom-and-Pop cable company, and my internet was out and my tech date was 5 1/2 weeks away. So maybe stop acting like cable tv outages is an emergency. When you have a dentist appt or appt at the bank, you don't bitch to them becuase thir appointments are in the middle of the day. If your cable means that much, then accomodate. And here's a thought: If you live in a densely populated city, the more cable lines that run, the slower and more intermittent the service will be. It has nothing to do with individual companies: it's a fact. So if you run a home office off the internet and you live in the middle of town, then HEY! chances are it can go out. Deal, or send smoke signals.
thanks

I work in the field for TWCable repairing cable daily. A good 70% of my calls are caused by customer tampering. The other 30% comes from things like weather (not even 10% as bad as sattelite) power surges, tree trimmers, just anything that can damage a cable.

So when the normal 70% of customers jack the cable up or call in for something that is not our problem by:

putting their 19 inch tv on top of the set top causing overheating

wiring 3 two-way splitters (one always backwards when clearly marked "in" and "out")on one line because they are to cheap to pay the measily 20 bucks to have two more rooms installed correctly. It takes a minimum amount of signal to make set tops, modems, or even standard cable to work correctly. Any splitter or extra length of cable takes away form the signal.

Taping to ends of finely pocket knife trimmed cable together.

Running cable 35 ft around room over a patio door and two closets and then putting 3 staples throught the center conductor (happened yesterday).

Using a remote with dead batteries "See here... It does'nt change channels unless I press the buttons on the box!" I wonder why.

My days are filled with this crap.

We do not use gold RCA splitters. When explaining to the customer that the splitter is the problem they say "The installer did that." OK, sure.

We do not hook set tops up after the VCR "My on demand does not work." If you do not understand why it does not work it does'nt matter because us technicians do. But it makes sense to hook up a VCR after the set top basically SO YOU CAN RECORD WHAT YOU ARE WATCHING!!

Our cable does not come off the reel dog chewed!

All these things fill up my day and yet I still manage to make 99% of my appointments on time. I am sorry if you are that one person that gets reschedualed because I am working until 11:30pm at night trying to fix an honest problem like the power lines dropped on our cable and smoked every piece equipment 30 feet in the air for 3 blocks. I would probably had that fixed earlier and been at your house on time but I spent 4 hours rewiring Johnny F--kface's house because his chow chewed 5 external outlets half way through.

As for the customer service department, I will admit it depends on who you get on the phone. I get just as mad when a customer has HD and should be watching their TV on a component input. They accidently bump the input button on the TV remote and the world ends. They call in and the dummy on the phone is telling them to put the TV on channel 3 and since that source is not needed... usually it is not hooked up. Therefore, no picture! "We'll send a tech out to punch one button on your remote because you did'nt listen to the tech when he explained how HD works nor read your manual for your 2500.00 LCD TV." That is what happens when you hire someone for their speaking voice.

For the people who work for TW and are complaining the employees are treated bad. Maybe it is just your department but I am treated well and one of the things I love about my job is if you do a better job than others you get better raises. I work hard and do my job and I make more money than people who have been with the company 3 times as long. I actually do pretty good now. There is a lot of benefits that come with this job so just think about that when putting in the OT while taking care of the customers that pay our salary.

When I knock on your door I will be courteuos, respectful,attentive and will fix your problem in timely manner even if your backwards RCA splitter caused the problem. I am sorry if you had a technician at your house that treated you otherwise but he may have just left Johnny F--face's house and is just trying to get home to spend time with his family. Instead, he is at your door because even though the job quota had been reached for the day, you pissed and moaned so muched cause spongebob squarepants was fuzzy that the CSR was forced to "must do" the call into the pool.

working for twc as a tech. II I do understand the fustration and complaints, you have to in this business. But you have to understand we all strive to do our best. It's hard work, not everyone can do this. Little pay, climbing poles, customer relations and doing this in a very small time period. It's wear's on you. As part as modem's issues, HD problems, I run out of 6 of 10 calls can be corrected over the phone. We are trained to start and stop conversations very quickly because of the work load. In my opinion it goes both way's. TWC need's to take more time in dealing with the issues on the phone besides making quota's and the other is customer edication. I can not count on the times I run out on a call and find that somehow the t.v. don't work and it's on a wrong input, or on ant. blocking out channels. So in my mind, it goes both way's. TWC needs to be more knowledgeable or helpfull but customers have to realaize that we are not responsible for your home (Wiring). We don't drop everything and run out because you are having trouble's operating your own t.v. At lease 50% of the calls I and my fello tech's run on is not TWC's problem (spyware, computer slowness, hooking up vcr's, dvd players, etc...we do this to help to keep customers, which take's our time as tech's. We may take several day's to come out, but understand I see this as being alway's an issue that everyone has to deal with and in time will get better only the knowledge and understanding on how thing operate on both sides of the phone.

They are the worst company I ever experience with Customer Service!! 1000%
SUCK!!!

My internet was down for 2 days and I had to wait for 50 minutes!!! NO KIDDING
50 minutes to get to a customer service that can not help me with the problem
and send me back to another waiting line.

I had to call the next day and all they had to do is just send a test signal
and in 5 sec. But I have to wait 40 minutes again this time. WHAT KIND OF
COMPANY IS THIS? Especially they keep repeating "YOUR CALL IS IMPORTANT
TO US, KEEP WAITING PLEASE".

I am going to DSL in a heart beat when my area are availble and switch my
TV cable to DirectTV.

Thank you CANDY for inserting much needed common sense into an otherwise ludicrous discussion. I enjoyed "Johnny F---face" references, and completely agree that from the perspective of the angry consumer, TWC never stands a chance.
To all posters: keep your posts short and concise. Readers tend to skip over the 2000 word tales of woe. Sure, grammar is important, but try and read the message. Try to say something useful. And resist the current trend of personal attacks. It's just too safe to type invective and hurl insults from the comfort of the couch. If you wouldn't say it in person, don't type it. It's cowardly.
Bring something to the discussion.
I don't want to hear one more story about the guy who had to wait around for the cable guy. It has happened to every one.

so basically this thread has taught me that the majority of TWC employees are degenerate scum. your run of the mill white trash who thinks that what they do is so tough they deserve more money. everyone gets shit on at any job. deal with it. your all a bunch of ladyboys. apologies to the TWC employees who actually get off there asses

Time Warner really SUCKS! As a former Adelphia customer, I experienced issues, but never to the level since TWC took over. I had no service half the time after they started to rearrange the channels and when I called in the hold time usually exceeded 50 minutes. When I requested they credit my account for the month of December, I got different amounts thrown at me by various reps. Of course the next person had no idea what the previous rep agreed to refund and it went on and on, and of course no service for more than two days at a time. Finally I broke down and signed up for DirecTV - which works beautifully. Even though I cancelled the service, today I got a bill, pro-rated until 2/20???? Again, I had to call only to be on hold for 30 minutes (are they improving?), but the rep hung up on me! I wasn't rude, I wasn't yelling at her.. all I asked for was the bill to be corrected, and she hung up on me! I can't believe how bad the service is; actually it is non-existing. I'll be glad once I am completely free from Time Warner. You should all do the same and put them out of business.

I hate Time Warner and it's not because my house is wired wrong. They recently took over Comcast in my area and ever since then everything has gone to shit. First, once they took over they immediately started charging me $71/month for Roadrunner even though i had digital cable on the same account. 3 months later i finally get an answer from them and they fix it. I do not get reimbursed for those three months. Second, two Fridays ago they sent a tech over to turn off my cable (digital, internet, everything). I payed my bill, i don't use the internet for anything illegal, what gives? After three and a half hours on the phone i found out that the tech the right address, but the wrong street. It took them 6 days (SIX DAYS) to get someone back over to turn it back on. And now, my internet has slowed to a crawl. I call their 1-800 number (which i have memorized) and they say that there is a national internet outage. I am speachless. As for their business internet plans. They think that they can charge twice as much for the same exact service just because a company (and not an individual) is writing the check. The sales guy kept telling me that "you will get it fixed immediately when something goes wrong." Well something shouldn't go wrong so often that i need to pay twice as much, right? Says a lot for their service, that their internet goes down so often that you have to pay extra to get it back up again in a timely manner. There are no other wired broadband internet providers in the area, but Cingular/Verizon/Sprint/ANYTHING wireless broadband internet is looking better all the time. And i never thought the day would come where a WIRELESS connection was more reliable than a WIRED one. R.I.P. Comcast

Yeah. FUCK TIME WARNER.
The ONLY time they answer the damn phone on their customer service line is if you are calling to START UP a new service. Of course they don't answer if you have billing problems or want to cancel service. Of course not.
Oh, and of course you can't switch service or take care of billing problems by phone. No. You have to drive to their gay ass little store and talk to the retarded clerk chicks who don't know their ass from their head.
And don't you love how now they bill you a MONTH IN ADVANCE. Now we have to pay before we even get their shitty service.

I have never complained about a company online before, but this really makes me mad!

After 20 years with Time Warner, they have really done it with this - and I'm so mad I'm tempted to "walk" but have no idea where to go.

We pay $10.95 per month for the "privilege" of watching HBO. 18 months ago, we got a DVR so we could enjoy some of those features. That was $6.99 per month. However, we were still able to see HBO on our other non-DVR TVs.

BUT now they have cut off our service to our non-DVR televisions - and tell us the ONLY way we can see HBO on our choice of televisions is to get a DVR for EVERY television. AT $6.99 per TV!!!

So basically if we want to watch TV anywhere other than our family room (or if we want to watch different channels, for example) we will have to pay $6.99 per room.

NOW THAT'S HIGHWAY ROBBERY!!!

Time Warner Sucks the google keyword phrase that gives this site the number one position. Ah Congratulations I guess. Here's my tale: TW takes over comcast, service gets even worse. They have a problem with three nodes in their network. I generate a support ticket and after one month with no response I call the local office. They transfer me to a call center probably 1500 miles away. The tech verifies the network issue and says that even if she generates another ticket, no one who can really take care of the problem will ever see it. She says I have to have a tech come to my house, even though my equip is fine, to report to a person in the area in order to escalate the issue. I agree. I have to teach the tech what a tracert is and then I have to explain it to his supervisor who also admits he has no idea what I'm talking about. Well that's the last contact I've had with TW. Problem nodes that consistently time out: 76.166.2.0, 76.166.1.44, 76.166.2.178

I agree....FUCK U TIME WARNER!!

We signed up for cable a month ago in our new apartment... after 4 of the MOST stupid techs have come out to figure what i've told them in the first place.... that they need to run a new line...
If I'd owned the place i'd do it myself... but I don't.
Their customer service sucks and the only skill that they have is to 'reset' your box wich any 2 year old child could do...
and the earliest you can get another appontment is over a week from the time that they are in your house saying..... oh... we're to stupid to fix it this time... lets come out in 10 days and be to stupid to fix it again..
I wish I had some other option than time warner.... but i don't...
I guess I'm going to buy another sattelite dish!!!!

"They have a problem with three nodes in their network. I generate a support ticket and after one month with no response I call the local office. They transfer me to a call center probably 1500 miles away. The tech verifies the network issue and says that even if she generates another ticket, no one who can really take care of the problem will ever see it. She says I have to have a tech come to my house, even though my equip is fine, to report to a person in the area in order to escalate the issue. I agree. I have to teach the tech what a tracert is and then I have to explain it to his supervisor who also admits he has no idea what I'm talking about. Well that's the last contact I've had with TW. Problem nodes that consistently time out"

Jeneatte - I am having the exact same thing happen. They tell me that the modems in my "node" are cycling on and off, but today I am told that I need a technician to come out because it is a problem with only my connection. Hmmm - this happens to coincide with the changeover from Adelphia to Time Warner and is exactly what happened when I was told the "node" was cycling on and off. I have been without internet intermittently since Friday (I am presently on dial-up). Very scary as I see you have had this problem for over one month. Is there some government office we can report this problem to?

This is for the post with the HBO not on the other TV's. HBO is not offered with standard cable. You do not have to have a "DVR" to get the channels but you do have to have digital set tops. That is the 6.99 per month charge per box. Try asking the sattelite companies to make your other TV's work without a set top! Be thankfull we still offer standard service for your Curtis Mathis TV. One day standard service might go away all together!

I want to shoot those bastards in the head,,
but how do you teach (punish) a vile corporation like this? the bitches

Okay, I understand everyone's frustration as far as how different things are handled by Time Warner, as an employee, I can say that I love my job and have never had an upset customer be upset when they hung up. Pricing-we are required by law to notify of any increases in your bill within 30 days and it is posted on your bill considering that is what is being affected, if anyone is like me, I pay it and don't bother to look sometimes but it is our responsibility as a consumer to take respopnsibility to look at our bills. AS far as channel line-up changes, this is done based on agreements with networks and we try to avoid the changes but unfortunately negotiations are done as to where they are put on the lineup and we are constantly evaluating our customer needs to find what channels are being utilized by our consumers and which are cost effective to our consumers. I mean there are alot of things that consumers are not aware of and I wanted you to better understand that from a business aspect, we try to do what we can to accomadate all customers. As far as promotions, these are drastic savings for a limited amount of time, and yes your bill eventually goes to full rate as with any of our competitors promotions. Unfortunaley, with the way the economy has been taking a downward turn the cost of everything is increasing, I mean look how much a gallon of gas costs. As far as the additional outlets in your home, if you pay the additional fee at installation based on your area, we do service the line for no additional cost, it is wiser for you to be honest and let us know how many lines you need and to pay at the initial installation because splitting lines thereafter does cause signal breakdown where if we are aware of how many lines are in the home, we can put an amp or a booster in for no additional cost based on your area and be sure that all levels on all tv's are working before we leave. It is lack of communication and if you take the time to actually hear what we are trying to say and communicate to you, you may feel different about Time Warner. I love my job and have had to deal with very difficult customers on a regular basis but they were mainly upset because they misunderstood a prorated bill or that their promotion had expired which they had signed up for over a year ago and forgot that it was a promotion. Take a deep breath and realize, yes you are entitled to your opinion but remember that person on the other line that is an employee of time warner and we are not paid to be abused or harassed, we, too, are people.

I just happened upon this forum, but now I've read every word. The fact that a single company inspires so much catharsis is actually pretty amazing.

I have my own cable modem complaint; it's pretty much like the others. I don't have splitters or a dog, and yes, I know how to operate a remote control (I even know what DOCSIS means). So I guess I'm waiting for a TWC employee to tell me why the problem is my fault. Any takers? I don't blame TWC for a faulty modem -- obviously they didn't even make the hardware -- but the appointment scheduling is really comical. Of course internet service is not a life and death matter, it's a convenience. But it's a convenience that I pay (substantially) to have.

To the TWC posters who say that customers who aren't getting the service that they pay for are just "whiny" or "crybabies," would you be angry if you bought a new car and it was delivered without one of the wheels? What if you were then told by the dealer that you would have to work around his schedule, take a few days off work, set up some appointments that never happen, then maybe he would fix it or maybe he would send out an endless series of technicians who would look at the car, shrug and say they would have to call in someone else? I mean, come on, it's just a car! It's not life and death. Can't you just walk to work? He might even give you a service credit after the problem is resolved, if you call again and ask for one. How dare you be such a crybaby! Oh, and your payment is overdue and we'll be charging you for that. But we told you about it in your statement.

Also, it's not exactly fair to compare cable appointments to medical appointments. Medical appointments are, in fact, a life and death matter, and cable is not. Therefore I will take time off work to see a doctor, but not a cable technician. Make sense? And the medical profession has something called an emergency room to deal with problems that occur outside of business hours. Has it occurred to you that evening service hours might be more useful to your customers, or have you given up completely on the notion that customers' interests mean anything?

I sympathize -- I would hate to be on the other end of a TWC service call (maybe not as much as I hate being on this end, but close), and it's all the worse because the person I speak with has no control over the ludicrous appointment policies (or much of anything else, I gather), and has to spend the day being a punching bag to absorb the anger his or her company has created. But you can't blame the customers for not getting what they pay for. TWC, finally and without qualification, sucks. I hate them. I hate them for making me hate them. I'm not sure there's much anyone can do, given the protections they are allowed, but can we find out who their congressional lobbyist is and have him deported?

Time Warner Cable has its detractors, but in my area (Chapel Hill, NC), they are doing the best they can. Every time I call with a problem or concern, their customer service personnel are willing to listen and respond. I have all three TWC services (expanded TV services in two rooms in my home, which require a cable box for each connection, cable modem for Internet services, and digital phone) and I could not ask for a better sense of "trying to do right" by the customer. Am I paying a premium price? You betcha. But I know that the telecommunications industry is competitive and in a tough situation, and TWC will continue to do their best to serve its customers. Let's show a little respect for the working men and women of TWC on this site. Thank you for the opportunity to share my sentiments. My customer # is 414017-02.

just got off the phone with TWC support for what is, at minimum, the twentieth call fro the same low signla strength macroblocking problem. They'll have a truck out Thursday.

It took me a while to understand why a business would spend so much on low-level on-site techs, on phone support, rather than actually rolling out sufficient technical muscle to actually fix our problem.

The answer is obvious... it's cheaper than fixing the problem. Most people are soon worn down by repeatedly calling TW, waiting on hold, waiting for the cable guy to come, waiting for him to finish.

And TWC could care less if trucks are lined up behind each other to service the one guy in 10K who is actually demanding sufficient signal strength or low SN to watch his beloved Sopranos. WHy? Because they'll just raise everyone's rate a few cents to pay for him.

Si I told TWC tonight, to either put an engineer on the line now, or come take out cale TV I've had sicne before there was digital (or a TW Austin). I knew what their answer would be.

So I'm now scheduled for a satellite installation. At least with satellite the problems are unlikely to require a couple of dozen on-site repairs to fix.

All i can say is i have been trying to have things fixed on my new wonder home phone with time warner for 2 weeks. If you are not geared to do the phone why do you offer it? i should have just kept my mouth shut when i was offered the new fabulous bundle deal of having phone in addition the cable and internet. Can i just say that i have spent more time sitting on hold for a manager who never comes on the line to come on it, customer service reps who sound like they have about as much training in customer service as a rabid pit bull and email responces that always say it seems like my problem should be correct and i should just call their customer service phone. Hello - their is no customer service!!! They show up when they want. They have called to confirm appointments with me i haven't set up then when i make arrangements to be there they call to reschedule or better yet they just show up at an entirely different time without calling then proceed to call my cell and ask me where I am at. When i say i can't be home till later their wonderful techs proceed to tell me how they work from 9-5 bla bla bla.

To this date my problem is not corrected and i have had no calls back.

I have TIME WASTED CABLE Roadrunner service in Houston Texas. I have had the service for 2 years. About once a week my modem ready light goes out and I can not get on the net. Each time I call TIME WASTED CABLE and speak to a no nothing Tech-support person they say unplug your modem and plug it back in. Well I have done that over 100 times only to find out that they are the ones with the problem on the cable line. In about 2 hours the ready light comes back on.
Today the ready light went out about 9:00AM. Did the power down thing nothing changed. Called TIME WASTED Again. This time they tell me that one of my computers is at fault. They tell me to remove my computer from the modem. I told them I did but I did not. I asked how is that? The girl said OK that was it we can see your modem now. I said to the girl but my ready light is still out. She said OH that is because your computer is not hooked up to the modem. So I said hang-on let me hookup my laptop to the modem. The girl said Oh that will not work because the modem only reads the computer it was setup with. (I use my laptop all the time) Anyway I asked for someone that had a half of brain. After 20mins on hold this other guy gets on and said we have a line outage in your area. I asked if my computer could have caused that? He said you know that could be the problem maybe you should leave it un-hooked for several days so we can check the line. At that point I hung-up and cancelled my service the next day

Im a TWC tech agent, I love to get paid over $14 an hour to sit on my butt and talk to customers, I am motivated, TWC has great benefits, there aren't a lot of companies that treat its employees as well. 90% of my calls are customer mistakes and with the vast number of subscribers we have a fairly low level of complaints. All I can say is don't waste your time nagging, just leave and go to dish.

I am an employee of Time Warner Cable. I have been with the company for seven months. Already I have been called cunt, bitch, motherfucker, satan, etc. I have been told to do things better left unrepeated. I come to work everyday and everyday I get over 100 calls. 1/3 of which are customers that are angry we turned off OUR equipment because they have not paid their bill in three months. Another third calls in and has no idea what technology is and I have to troubleshoot them to eventually find out the cable box was off the entire time (happens more than you ever want to know). The last third call in and either think they know everything and tell me how to do my job although they are calling me for answers. Or they want a supervisor and then when there is not one to jump at their every whim act like I killed their loved ones. It is CABLE. Cable is not a necessity it is a luxury. If your electric goes out because of an outage do you call them for a credit? I get tons of calls everyday asking for credit because the cable was out for a day, had to wait on hold for five minutes, did not like the tone of the previous csr. Customers call in thinking because we are a cable company that we are not a business but when it comes to looking at your bill and not being able to pay it we are a MONOPOLY. Every Time Warner has different pricing due to areas, franchise fees, and taxes but the one I work at you can get cable, internet, and phone for $107 (and the cable is digital). To me that is a good price. We do not make you sign any contracts, you can upgrade and downgrade as much as you like with no penalties, don't have to buy any equipment, and you can always call in to see if we can add special pricing to your bill. The trouble calls are free and customers like taking advantage of that by wanting a tech to come out and program the remote instead of troubelshooting over the phone for sixty seconds and doing it themselves. So if anyone needs to be downgraded and bitched about it is the customers who think that they are still priveleged to the same things as those who pay their bill. The customers who waste the technicians time because they do not want to troubleshoot or they move something they had no business moving at all. The customers that because they are not face to face with us think they can call us every name in the book and make it hard to face the next call. The customers that lie to Time Warner and we know but can not call them on it. Makes it hard to believe the ones that are telling the truth. The customers that do not want to pay their bill so whenever they are on hold, go without cable for a day, or miss the technician because THEY were NOT home want a credit. Next time your heat or electric go out call them up and ask for a credit and see what they say. We do our job! We come into work, answer the calls, and deal with the bullshit. If you can not handle pay your bill you do not deserve cable. If you can not figure out you have a black screen because the cable box is off you do not deserve cable. Last but not least if you are on welfare you DO NOT NEED TO OR DESERVE CABLE!!!!!!!!!!!!!!!!!!!! I do not work 50 hours a week for you sit on your ass and watch the cable I am paying for with my tax money that is supposed to help you on your feet. Pay your bill, understand your limits with technology, and be nice to your representative and you will see great improvements in our problems are solved. Customer service is a two way street. If someone came up to you and called you an asshole you are not going to want to help as much as that guy wants you to.

My TWC internet service was out for a week. I was told that I would be credited for the time that I was not getting service. Well, 3 billing cycles have gone by and no credit is displayed on my bill statements. Called TWC, and they said that I was given a credit in Feb. I asked them why was it that I do not see the credit on my 3 bill statements, they said that it should be at the bottom of the statement. I told them that no credit is displayed in any one of them. This is the 2nd time calling them with no resolve. Basically, I'm screwed, I was given a credit, but it's not reflected in my statements, so I still have to pay the regular charge, not the regular charge minus the amount of the credit one time. The rep started giving me all kinds of BS about how I changed my service in the past (TWC took over Comcast in my area), not that I asked to change service.

In response to Ray's question above, if the electricity went out, I wouldn't be able to use it, and I wouldn't have to pay for it. I have to pay for the TWC internet before using the service, not after, similar to paying rent before the rental month begins, not after it ends. So if there's an outage, then I'd expect to be refunded for the time that I already paid for, but could not use. And I would expect to see the credit reflected on my next billing statement.

This is in reponse to the internet being out for three weeks. It being out for three weeks I do agree you deserve being credited. I was referring to the million calls we receive about getting a credit for one or two days. And as for the electric they do charge daily. If Time Warner Cable had the technology (which not even satellite or Comcast has) we would charge daily. Yet we do not so we charge monthly. Customers are so damn cheap. I actually get calls (and that is more than a few, several, or many...it is a lot of calls) that they were in an outage for less than a day and want credit for the whole month because they missed their shows. There are good points to both sides of the story. I would argue that as a consumer I would like to be compensated for my services not working. Yet I am not going to ask for a one day credit. To me and many sane people in the world that is ridiculious. I see the customer side of the phone that is why I am still a customer service representative for Time Warner Cable. If I did not I could not be. Customers just need to see the other side. We are not your punching bag when you have a bad day and we are not your babaysitter to hold your hand while you change the channel your tv because you have no idea what you are doing. We are not a monopoly. We do not stop other cable companies from coming into the areas we occupy. We are very, I am serious but my job is badly, regulated from the FCC. We can mention certain things that if you knew about you would stick with Time Warner. We must mention items in a certain order or it is a fine. We have to publicly print our changes although any changes made my any other company does not have to be. Think about this. When is the last time you heard of a price increase for satelitte (they do have them)? So next time you want to bitch about Time Warner Cable and call them up and say hey my picture is fuzzy or hey I want the same specials that new customers are getting and that is wrong you can not have that (remember back to when you were new and offered cool stuff). I am not trying to be mean just trying to get customers to think before they call and for you all to see our side.

I have recently accepted a position with TWC. I am a bit scared due to alot of negativity that surrounds TWC from both its customers and its employees. I accepted a entry level customer service / sales rep position which states it has commission involved. Could anyone give me the real deal on working for Time Warner. This $10/hr is scaring me as I am used to a salary double that rate. Please any information would be very helpful - John

For any of you who may find this posting helpful.
I've been a loyal Time Warner Autin Customer for a couple of years now - both residential and business class.
Last year I downgraded my package to High Speed Internet only. Due to the upcoming NFL draft this weekened, I chose to reinstate digital cable complete with DVR. Monday (04/23/07) I spoke with customer service, who promised a cable person would be out Thursday (04/26/07)after 5 PM.
The time rolled around, and at 7:30 PM, I called customer service. They informed me after 5 PM means anytime until 12 AM. This is a 7 hour window. I waited till 12 AM, no person showed, or called.

I'd love to think that somehow I could pursue a legal option in this case of "horrible customer relations", but unfortunately I don't think there is one. Future Time Warner Austin customers be warned.

~Ray

EVERYBODY: LET'S SUE TIMEWARNER!!!! CLASS ACTION SUIT FOR BILLING ERRORS, POOR CUSTOMER SERVICE, FALSE ADVERTISING...YOU NAME IT. I WON'T BE SURPRISED IF I GET A LETTER TELLING ME THAT SOMEBODY IS SUEING THIS COMPANY STAFFED BY IMBECILES!!!

Time Warner Cable, Los Angeles is the worst. I am going to find a way to find another service provider as quickly as possible. I just transfered service from another location. Below is a brief history:

1) Missed 1st appointment, no call
2) Finaly showed after another call
3) Got service moved after many calls
4) Installer (Independent installer provided by Time Warner) comes, smells up the house, walks in on my wife changing, breaks access panel (lies and says that he did not break it and promises to come back later and replace, never does) and to to top it all off, tells me how much better Dish Network is and offers an illegal dish network package.
5)Never show for appointment to pick up old equptment and continue to bill me for old account
6)On hold for 50 minutes just to get disconnected
7)Keep calling back and customer service reps can't seem to answer any questions or resolve any problems
8)I could go on and on, just wanted others to know.

Time "Warning" Cable does suck! North Carolina here. I cannot believe, as a loyal customer of 4 years that TWC is charging me $157.00 a month for a $99.95 (original bundled price)service. I had TWC before they even offered bundles! When the run out of "NEW" customers, they won't have any customers.
I've read the posts preceding mine. I really can't believe that the employees have such piss poor attitudes! I think everyone in customer service hates their jobs at one point or another. I'm a 34 yr. old female who works in the service dept. at a Chevy dealership. Customers have threatened to kick my ass many a time, like when I tell them the amount of their bill or what services they really need! I tell you one thing though, sometimes when my techs tell me to sell a service that their car didn't need, I didn't. Or when they didn't want to do warranty repairs, tough shit! Do it and do it right! I hope your bosses find out about you crybags and fire you. How pitiful for you to actually go to work. Ungrateful cuss.
Anyways, TWC has monopolized my area and I feel like they should just make it $100.00 a month for everyone. Such greed, it just makes me sick! How much richer does one need to be?
I'm in the process of changing companies and I may have to deal with 3 seperate bills, but to me it's worth it, for the lack of loyalty alone.
By the way, most of the times the CSR's are decent, it's the Co. that sucks!

Only cable could bring out the worst in people. Is it really that serious people? Move on watch tv surf the net. You guys are going to die pissed off.

TWC - "They Suck" doesn't even come close to how bad they are.
I'm new to them 3 month as a custmer with:
No monthly bill is remotely accurate
My cable in the yard is not burreid yet
Digital Phone - screwed up the install such that its now a long distance call to call my next door neighbor
Name is mis-spelled and they don't know how to fix it
They suck and can't recommend them to anyone.

I've spent more than 12 hours (not minutes) on the phone trying to get this crap fixed.

Hey, all you Time Warner Cable customers. Why don't you guys just ditch cable all together and enjoy the outdoors like God intended us to. There are so many other things to be concerned about. If you put all your time and energy into helping the less fortunate then you would'nt even care what you were missing on t.v. The world could be ending tomorrow and people would still be complaining about such minor things like what they are missing on t.v.
It's just t.v.
Take time for the GOOD things in life, like God! he will keep you happy and content and with FAMILY and FRIENDS your life would be COMPLETE.

TIME WARNER SUCKS BIG TIME. I don't know if anyone here has xbox live. but i seem to have this problem where i can't join a game with ANYONE else who has time warner. It takes 5 times to call and get a hold of someone and the person didn't even say anything was wrong with their service, even after xbox confirmed it with my call. WHAT JERKS

What I find really amazing about the comments here and on other TWC-related posts here is that the comments basically fall into just three categories:

1) TWC customers complaining about TWC

2) TWC employees telling the complaining customers to shove off and find a different source for programming

3) TWC employees telling the complaining customers that they are wrong for caring so much about cable service that they should be upset by lousy service (after all, it's only TV and just $90 a month)

Truly amazing.

I have you all beat for all time crappy service.
Since Time Warner Cable Torrance Ca Oct 1,2006-to present(May 01,2007.) Dont even know where to start. My wife used to work for a IP (Cox) out in CA. So they have this employee deal btwn Cox and TWC, where they give each other set costs for each others employees. To date the issue is not resolved we continually get charged the wrong amount. But after a month the service(internet/cable) started going to hell. We did the regular wait for the repairman thing but after this long to present wouldnt you expect they could get something accomplished? No, so we esecalate and escalate the problem till we get the presidents office. Now I was already upset at the customer service, (email trail available on request) but this is going to blow your mind. Now the lady we chatted with and sent emails to (also available upon request)Eva(Presidents Office) is her name. Sent this guy named Mario a tech supervisor to my apartment complex. Long story short he said he came out here when he didnt. He further stated to my wife when she called to find out why he didnt come "that I hid and didnt answer the door." My wife stated thats not true I just talked with him hes still waiting. At that point Mario says " Im a fucking liar." Mario then goes on to cuss out my wife, and then says "he will not come out here if I am home". So we write to Eva letting her know what had happened we are told by Eva " We have no reason to believe what you say he has a good record and I dont see the need to do anything about this." So at this point I get involved and write Eva an email stateing that A) Mario is not to come to my house unless he wants to end up in jail. B)cant believe that the Presidents Office is handling this serious accusation like this. So what do you think happens next? Eva from the presidents office calls Cox Internet/Cable Orange County CA. So my wife goes into work and dosent get called in to the office by her supervisors, or team leaders, or divsion bosses, but the head 2 guys of the building. Byron, and Cameron so they tell her " we have to make an example out of you" "We understand that you plan to contact the FCC and BBB why didnt you come to us about the time warner problem" So they sit there and basically try to use scare tactics to try to get her not to report these things. She refused and got written up on some BS thing at the same meeting. So what have we learned A) TW cable contacted my wifes work to purposely get her in trouble. B) Something funny is going on here if one competitor has that much pull with another. Cable is terrible tiling etc. internet(cable) well I woudl be better off with dial up at this point. It seems unreal what Ive gone thru, but every word here is true.

Ummm, for some folks cable internet is NOT a luxury. We would love to go outside and play but we use the internet for our BUISINESS. So if it doesn't work and TWC can't get a rep to us for 5 days (??!!!)then we are losing money, biz opportunities etc etc...In NYC they can't find anyone to work on a weekend? Hire some immigrants, some are quite savvy having been hackers back in their home countries ( I am not joking...hire them!)
Oh, and maybe some of those people "on welfare" are taking online job courses. Did that ever occur to them? No--according to TWC everyone is either watching porn or playing WOW. So let's play softball with our kids! The rent will pay itself.

I've been a Dish subscriber but switched years ago when Time Warner offered me a great deal to switch to them. I've had issues and frustrations but have found many people to be gracious and helpful. And most problems have been resolved eventually. Most recently thought I ran into a weird, not so good, customer disservice experience. We decided to add the digital phone to our RR, Digital Cable, HBO and DVR. The tech came out yesterday and had some trouble and had to call for help. We think he was new. But he seemed like a nice guy and eventually got it done and we thought all was good until I couldn't reach my wife on our home line. I called from my cell and it just rang and rang on my end but not hers. Finally she called me but I didn't recognize the number on the caller ID. When I called her back with that new number not only did I reach her but I heard another voice. I called Time Warner immediately and waited on hold for 20 minutes until I got disconnected and had to call again and wait from the back of the line for another 25 minutes. The tech on the phone told me this was normal. It often takes a wile for a phone number to port over. I explained that i was told the 4 weeks it took them to make the service call was all the time they thought they'd need. He was very nice and told me he'd work to expedite the situation and he'd call me back on my cell. He called me back a short time later and said that in 4 hours or sooner all would be fine and that the Showtime we added would be there by Morning. Come morning no Showtime and NO phone number. I called customer service the next morning and after waiting on hold again I was told that the tech from the night before followed up and saw that it was fixed. I explained it wasn't. She told me she'd give me a free month of service and would contact the techs and see what the problem was. I called my wife on the new number to give her an update and discovered that the number was being shared by a neighbor. We apologized to the angry neighbor and told them time warner was working on it. Hours went by and i decided to call and talk to a tech again and explain my new information. I waited on hold and heard for the 6th time in less than 24 hours, "We understand that nothing is more frustrating than waiting around for an appointment. That's why Time Warner Cable was the first company in the industry to introduce the On-Time Guarantee. The On-Time Guarantee means that our technicians are guaranteed to show up on time for installations and service appointments." Or what? i know what your guaranteeing but what do we get if you can't do it. I've been stood up so many times before. i finally get the tech and after he reads the novel on his computer screen i tell him that I've figured out we're sharing a line with neighbors. He says that it's not the techs fault. that it was done by the people assigning the number. Let me just say here that i don't care who'd fault it is. I just want it to work. He then puts me on hold and I google the guarantee to find out more.
On-Time Service Guarantee

At Time Warner Cable, we're serious about providing timely, courteous customer service. That's why we were
the first company in the industry to introduce the
following On-Time Guarantee*.

* If we miss an installation appointment,
we'll waive the installation fee�guaranteed!
* If we're late for a service appointment,
we'll credit $20.00 to your account�guaranteed!

But it doesn't stop there.

We'll also credit $20.00 to your account if:

* The treatment from any Time Warner Cable employee fails to be prompt or courteous.
* Response to a repair call exceeds 36 hours.
* Response to a billing inquiry exceeds 24 hours.

Our 30 Day Money-Back Guarantee
If for any reason you're not completely satisfied with our service within the first 30 days, we'll disconnect your cable and refund all your money -- no questions asked.

Hmmm... I decide that after 36 hours of this I'd like $20. I tell him this when he comes on the phone to tell me my phone is now fixed. I call my wife on her cell while he calls our land line. "It works!" he proclaims. "No it doesn't" I say. She can't hear it ring and you don't come up on the on screen caller ID. He suggests I call again when I'm ready to be productive. At this point I'm getting frustrated... He suggests she calls me from our land line and see what comes up on the caller ID. My poor wife is dealing with a sick toddler. She's annoyed but calls me as requested. It's STILL our neighbors number! I explain to him it's not fixed. I'm tired of being on hold. I'm tired of being told my problems fixed. And I want their crappy $20 credit as well as the free month of service... if the phone ever works. He promises a call back. He does call my wife on our neighbors line and tells her to disconnect the phone and reconnect it in the modem directly. A while later he calls her and it's suddenly working. They are sending out ANOTHER tech tomorrow to fix the first techs mistake. Until that time we have to keep our phone in a weird location. He gave us the $20 credit and apologized. If you've read this far I am amazed. This is a loooooong story. I just want to say that everyone was pretty good on the phone and tried to be helpful but from a consumers point of view it was a huge waste of time. Admittedly I am waisting time here. But it helps to vent and i hope this may help others. This isn't the first time I've experienced Time Warner's errors. They really are experts in disservice. I only hope that it's resolved tomorrow. I do plan to call our neighbors and tell them what we got so that they can get the same. I'd quit time Warner but for us it's a necessary evil. But make no mistake...it is evil.

Why do we need to hurl attacks at one another. We all have the same thing in common.The service isn't great.Is it helping anyone to be making all these sarcastic remarks, going back and forth with them. We are sounding like children here and the people who are using bad language really don't need to be heard. It really gets old!

It sounds like everyone has complained enough to TWC but it doesn't seem to make a difference.Why isn't there some kind of solution to this huge problem?

Time Warner Cable is HORRIBLE. As a Resident of Santa Monica, CA and a former ADELPHIA customer, all I have to say is: I CANT BELIVE HOW HORRIBLE TIME WARNER IS!!! We Payed $30 for Adephia and then Time Warner puts us on "basic" cable and offers the 10 Best Channels (they removed) back for $52.00 per month. Shortly after our cable box doesn't turn on and then SUDDENLY turns on... Customer Serivce is Non-Existent however we can not put a satellite dish up and TIME WARNER IS THE ONLY CABLE PROVIDER IN LOS ANGELES >

With the past 9 months of experience with Time Warner Cable I can vouch for the extremely poor service they provide. My cable would go in and out during my favorite shows and my internet only worked half the time. I tried several times to contact their customer service to come out and replace my modem but had no success. I would wait on hold for up to 35 minutes only to be hung up on. I even had a sales man come to my door and I told him how poor the service was and he took down my information and 3 months later still no reply. Now I have finally moved and all I want to do is turn off my service and they refuse to turn it off until I return the modem. I will return the modem but cannot do so until Saturday. I work 30 minutes away from the nearest office and I start work at 8:30 and normally don't get out until 6pm. Of course the office hours are from 9am - 6pm. Give me a break! I am totally getting ripped off here! Why should I have to pay for something I don't want and didn't really work that great in the first place? Why can't they just turn my service off and give me 30 days to return the damn modem or charge me for it?!?!?! I hate TWC!

Once again I am wasting time waiting for Time Warner to come repair something from 1 to 5 pm and it is 5:12..
last time they didn't arrive till 8:30.. and when I called to ask where they were, they asked if I wanted to rescheduled and I told them "NO, I've already been waiting since 1 o'clock and I took off from work early to be here". She then told me I could wait from 6 to 9 for the repairman, which is unacceptable since I have already been waiting since 1, so I asked the customer service rep to call their repairman to find out a more specific time they will arrive, which she said she would and will call me back...
I never received a call back and when I asked the cable repairman about it, he laughed and said they never even tried to contact him...
he knew he was running three hours behind all day, how hard would it of been for a Time Warner customer service rep to call me to let me know, so I wouldn't of wasted so much time waiting around....

BOTTOM LINE
If another service provider were available in the Charlotte area, I would be first to sign up...

anyone listening?

Time Warner just took over my old cable company (SkyLink). I was informed that I would have to wait at home all day on Saturday for them to come out and switch my converter boxes as they would not work on their system. I spoke to a sales rep a couple of weeks before the switch over. I was assured I would still reieve the channels that I was concerned about losing. Finally Saturday came amd they were actually there pretty early and very friendly.The installer told me that since they were doing a mass conversion that I could only have 1 box and that I would have to make another appointment to have my two other boxes installed. To top it off the box 1 box that they did install was ust a standard box, not the HD DVR box I had requested. That would reqire another appointment. A few days later the bill came and the programming tier I ordered was missing. As I don't watch alot of TV I had yet to browse the channels. So I looked for my favorite channel and it was not authorized. I figure OK honest mistake. I call customer service and suprisingly they pick up pretty quick. I was told that they do not currently offer the channel I was requesting even though it was listed in the programming guide I was given by the installer. The rep told me they were currently negotiating with the channel and that it was only available to "legacy" customers. I will be calling Directv or Dish network this week for sure.

you think TWC in your areas is bad not even close people they service and the price for it and is high here in NY and if u have both phone and the internet u paying more for it? i use TWC for internet and it suxs BIG FUCKIG TIME evertime i go do something i either loss my internet or the damn router can't find my ip address on my pc? then i used the the wifeless card they fucking block it and i fucking sick of send emails and calling them about it i just about to say fuck it i going with Version at lest i headed from a friend they Network is much better for surfing?

You know if you all just cancelled their crappy ass services like I did then maybe the fucks would go out of business. I got AT&T DSL now and guess what its just as fast and hey its up all the time.

hehe fuck them no more of my money for TWC!

Time Warner "Business" Class is a rip off of small businesses, Why are they allowed to continue unchallenged?
The following is excerpt from the Robinson-Patman Act and it is the essence of the issue, it is in order and captures the relevant elements of the Act.

"It shall be unlawful ... to discriminate in price ... where the effect ... may be substantially to lessen competition or tend to create a monopoly ... nothing ... shall prevent differentials which make only due allowance for differences in the cost of manufacture, sale, or delivery ... nothing ... shall prevent persons ...selling goods...from selecting their own customers in bona fide transactions and not in restraint of trade."

Time Warner

I contend that the status of a customer as a business , in and of itself, is not sufficient to justify inflated pricing of comparable services for business customers on the basis of their status as businesses. The refusal of Time - Warner to sell the same packages to ANY customer constitutes the restraint of trade by excluding this class of customer arbitrarily from doing business with their (possibly) preferred vendor by their self serving policy and this collusion to restrain trade is between separate entities within Time-Warner and is a conspiracy to discriminate unlawfully against small business.

Ok, I'm not going to bad mouth the Customers, who indecently pay my salary, or the company, who hands me my checks every 2 weeks. This is just me stating a few points, I have worked for TWC for going on 2 yrs, their benefits are great, free cable, free Internet, half price phone, I try to get everyone I know to come work for them! The division I work for constantly has contests in the call center, to help entice "sales". Customer Service is the next thing on their list to fix, we ranked VERY low on our ratings, but if the Employes walk into work with a bad attitude it will come across on the phone. Think abt it like this: after a hard day at work what do you do when you get home? You relax....spend time with the family.....get online, watch TV, etc. All of our customers (remember the people who pay your salary) are trying to do the same thing. The service they do pay ALOT of money for a mth, that we have seen pointed out so many time as a luxury not a nessicity, isn't working......they are going to be upset, just as you would. Nothing will change that except for your (the employee) attitude. If you are cool and act like you know what your talking abt the customer will eventually settle down.



For the poster who was worried abt starting a new job with TWC, do it make it the best job you have ever had.



To the customers: Im sorry you have had to deal with people who in your humble opinions do not know what they are doing.....but again look at it from our point of view, technollgy is constantly changing, up to date training is very hard to accomplishith a company as big as TWC, while that is not an excuse it is just a point I ask you to think abt when calling.
Please don't cuss at us, we do the best we can with having so much pressure to make our sales (even tho we are in customer service not sales) and taking 100 calls a day per employee ( this is not an exaggerration). We do get frustrated with the calls where the box isn't on or the box is plugged in to a socket that the light switch controls (oh yes it happens) or the little old lady who when you say please put your tv to chann 3 she hits the 3 button on the phone, yes happens also.



There is always two sides to any story but if you as an employee treat the customer with EMPATHY, CONCERN, UNDERSTANDING, and DIGNITY you will get it right back. Customer service is the best field to work in, it is very demanding and can be very rewarding. (think of all the characters you meet on a daily basis) But because it is so demanding if it isn't something you cant handle then you may want to think of a career change.



I myself have only had a couple complaints (I have bad days too) but I have had so many more compliments, and each time I received a reward....for doing my job. Imagine that!!



Ok now......

Residential RR is not intended for buisness....guess what in my division we HAVE to sched a same day appointment for buisnesses.
Residential Phone....with in 24 hr appointments.
and Residential cable....3 days tops.

In my short 2 yrs with TWC I was a CSR for 1 yr, a low level supervisor, and this last 6 mths Im in collections. Being a CSR was the worst but it was my job I made it good, and being a low level supervisor, I can tell you from experience, we have no more power than the CSR your yelling at. Asking for ANY supervisor will only get you a more understanding person but not one that can get someone out within 5 mins. (lets face it theat is a very unresonable request) And beleive it or not, All supervisors have been asked to get on the phone to help with the call volume, at some point, so think abt it when your on the phone with someone and they cant get someone out until (gasp) tomorrow and you ask for a supervisor, that person all of a sudden has a title change and state they are one....they could very well be telling the truth.



Im not trying to be mean so don't stone me to death here.....Both employees and customers need to have respect for the other person. It will be a much better experience for both :)



And remember the more people we tell to go to dish the less customers we have and that could result in job cuts......I love working for TWC and if I lost my job b/c we lost customers I would be very upset!

How long does it take the technician to do the inital set up for cable internet?

Thanks

TIME WARNER IS THE WORST COMPANY OF ALL TIME AND SHOULD BE INVESTIGATED BY THE FEDERAL TRADE COMMISSION.

In Austin, their phone system is 45 minutes - then it puts you in a constant voice IVR loop!

I had to go to the office, where they told me they "lost" my payments, and I had to go to the bank and get b ack statements "proving I paid," even though I had the proof in my hands.

Then, they said the "free phone service for 3 months" which they had the cable guy push on me - is now no longer cancellable until I totoally discconet and return the modem. In essence, they are trying to defraud custoers into just keeping the phone service, even if they want to disconnect.

Then I p[aid for the delahoya fight, only to hav it not come on. Guess who refused to take off the charge?

These guys suck hard! I pay for the HD converter which was SUPPOSED to give me ALL the HD channels, which I had for several months. Now, all of the sudden, several HD channels no longer work. When I called in to see what's up, they told me that I have to pay for the extra HD channels. They can go F themselves.

First: A caution: Do not bundle services. I ignorantly did it to be more efficient. I have bundled T-W and Sprint. Apparently they launched this as some sort of experiment because they have no idea what they're doing. For the first four months, they couldn't explain what the charges on the billing were about (T-W does the billing). I once spent over 45 minutes with three different people conferencing on the charges. I was finally told that I needed to call back later. Later, they knew no more. I've been overcharged, charged for services not received. And recently, when they became 'Pivot', I lost my Road Runner email on my phone. I have one phone that can't receive calls from certain out of state areas. It took me almost 3 months to get Sprint to address the whole issue. Finally, yesterday, they did and it is now in the hands of other out-of-state companies. No two tech areas seem to share information as I've answered the
very same questions over and over and over.
Now to Time Warner. I appreciate T-W tech services. With the exception of one rather bored tech who assumed I was an idiot, they've provided excellent support. No problem there. BUT (big But) their customer service is NOT. Ten days ago, T-W took a large amount of money out of my checking account without (I empahasize without) authorization. I had two of the strangest 'conversations' with 'customer service'. In both, I had to drag information out of the 'customer service' reps. On the second call, the rep was downright rude and insulting. It was finally revealed that there had been several 'system errors' in which customers had been double billed and that funds would be returned to their accounts.
In addition, I've not received a bill from T-W in two months. It didn't concern me because I had access to the web page that supports my billing. That page has been down for almost two months. I was informed that I wouldn't receive a bill if there was a negative balance. Huh? So, I'm supposed to guess what you're charging me for?????
I have emailed and received one 'pat' answer repeating everything mentioned before with the addition that 'because of the holiday weekend, it may take longer'. OK, they've had 8 full business days and they have yet to return the funds to my account(did I mention that it was a sizable amount?).
I am at the reporting to BBB, FCC, state utilities commission and whoever else comes to mind.
If you've ever seen an interview with a certain actor who, before his succes, had been a customer service rep, you'll have an image engraved in your mind: Someone sitting at a desk with a headset, smoking a cigarette, playing computer solitaire and emailing friends. I'm sure there are some very decent reps out there (and I wouldn't want that job without a huge salary), but I've talked to none with whom I'd have coffee....
I do find all of the bad language on this page a little disturbing...seems to be stooping to their level...c'mon people...we're better than that! We're veterans of poor customer service. Buck up!!!

Yeah I used to work for them in Corpus Christi as a sales rep. I cant begin to tell you how much TWC sucks. And Ive dealt with a lot of angry customers too. The management are crooks and I couldnt take it anymore and left. Except my bos was totally cool...but they fired her. I hate Time Warner

I work at time warner, if you dont like our service I appologize. We have millions of customers, and it looks like the 50 of you are having issues, what areas are you in, are you in apartments, in older homes with poor wiring? Have you had maintance out? For those who hate our call center reps im sorry, Treat us with more respect rather then "you people" and you'll get more.

Sorry Todd,

But your reps do suck. But more importantly the company sucks. Maybe you don't but 95% of you guys do. The company is one big scam. In the last 3 months I have wasted my time with you guys. I have had things put on my bill that I never agreed to- i.e. "spanish packages" I cant even speak spanish. I have mysteriously ordered movies that came from thin air. My credit card has been overcharged 3 months in a row. I had a bill come to me 2 weeks after I got service with them saying I was delinquent. I currently have to pay before I even get my service for the next month. Everytime that I do call and am promised the changes are posted to my account they are not. I don't know who gets hired over there but it seems like a bunch illiterate, dyslexic, 1st grade reading level cave men are running the show over there. This has nothing to do with Todd, cause I'm sure hes alright but how can I respect people that cheat me every month and cannot follow through with a simple task.

Not only did this happen, but I had my old account closed right when Adelphia was bought out by you guys. Time Warner is still billing me for that account I had closed months ago, and while I have a written receipt that my equipment was picked up and that service is shut down...Everytime I call a different rep has a different story. I swear their scripts over their are MAD LIBS... So not only are they in jeopordy of a lawsuit with me for deformation of my credit and fraudulant charges but also harassment and time spent trying to clear this never ending cycle up. To who ever reads this do not get Time Warner! It is the worst nightmare for cable providers. I am not the brightest man in the world, but I know when someone or some company is trying to get one over on me.

here is my story

april 22: I buy an HDTV

april 24: I request a new cable box to support my new tv

april 30: I take off work for 4 hours-they miss appointment #1

may 5th: I wait for 6 hours at my house - they miss appt: #2

may 10th: I wait 6 more hours - they miss appt. #3

may 15th I wait 6 hours - they miss appt. #4

may 15th I cancel service

may 19th Dish Network installs their satalitte at my house

may 31st TW cable comes to install my HD reciever

june 3rd I get my next TW cable bill in the mail even though i canceled my service three weeks prior

I have been on the phone for at least 16 hours, over a 6 weeks, with this compan.y. They will not refund my money and refuse to help

I've been hung up on so many times I can't even say.

There is nothing we can do, that is the worst part about it.

I don't want to pay bills for service I'm no longer getting, but I don't want my credit messed up for unpaid bills.

It's really a shame.

Time Warner Cable in my home is better than it's been at other residences I've lived at. But the people who take service calls are the rudest, stupidest, most arrogant idiots I've ever dealt with. They deny responsibility, express complete disregard for a customer's disatisfaction, and, what's worse, lie constantly. They never take notes on calls, so that when issues take three or four calls to resolve (the norm, not the exception) the complete history of the issue needs to be narrated to the next stupid employee who has the attention span of a turd. If I could I'd put Time Warner out of business and laugh at the ice-cube heads as they waited in bread lines.

I would like to take a moment to compliment a member of the Time Warner customer service team on really going the extra mile. I phoned (512) 485-5555 this morning to follow up on a cable outage that had been ongoing for several days now, and was truly impressed by a customer service representative named �Debbie�.

For years now I have been dealing with Time Warner Cable, and have become used to a consistent level of service. This morning however, CSR Debbie raised the bar to a whole new level of utter incompetence. Ever since the early 1990�s, when Time Warner came to Austin I have enjoyed the endless bastion of the otherwise unemployable that is your customer service environment, but Debbie gave an effort that not only implied a severe head injury, but possibly syphilitic madness as well.

I had originally called on Sunday evening to report an outage following a storm near my house, and I was not at all surprised that Debbie was unable to locate this report in your customer service system. Who could possibly expect the 4-toed �Deliverance� children manning your lines to properly log a call on the first try, anyway? After repeating my problem nice and slowly for Debbie a few times she began to grasp that, surprisingly, my cable was in fact still out of order.

Eventually, the time I had to spend on this issue running short, I asked to speak with a supervisor. Although clearly stated, multiple times, Debbie refused openly stating that such an action was �unnecessary� and that they were �really busy�. Time Warner management should reward Debbie�s efforts with a new helmet to guard her from her obvious attempts at self-injury.

After a time (20 minutes?) I managed to convey to Debbie that I was actually serious about speaking with a customer service supervisor. Further, I explained that I did not wish to leave a call back number, voicemail, message, etc, as my last attempt had not yet returned a result in the last 36 hours, and I would very much like to have the issue resolved sometime this Month.

Debbie, being the very model of Time Warner customer service, immediately transferred me to someone in accounting�s voicemail. Bravo! Congratulations on your company�s ever consistent commitment to incompetence and failure. Such selfless dedication is typically seen in the soft brown eyes of cattle shuffling through an abattoir.

This experience has reinforced in me that I will remain a Time Warner cable for each and every single day until any option whatsoever is available in my area to replace your service. Until that time I am unfortunately fortunate enough to endure even more of your company�s truly pathetic response, reliability, and service.

Thank You.

Actually I did a disservice to turds everywhere: they have a much longer attention span than the neanderthals who usually answer the phones at TWC. BTW: if the job sucks so bad, as you subhumans fromTWC claim, then usually people with a brain go and get a better job. But you're not likely to find one with the bitter, arrogant and enraged attitude you have toward the human race. Perhaps we should all be thankful that TWC is employing the unemmployable. I'd rather pay you all in peanuts and water at the zoo though. Idiots.

I HATE THEM!!!!

After waiting 30+ minutes to have the Pakistan/India "So sorry" routine, I hung up. Obviously, TW does not care one whit about its customers

I work for TWC Houston. We work at a call center in Canada to support them. By allll the calls we receive... TWC sucks ass. People really don't understand that we as CSR's are human and have feelings. I get yelled at on a daily basis like I deliberately ran to Houston cut their cable and added a cheap Best Buy splitter // wireless router and made it seem like it was TWC when it was actually them. But for all the people I actually do help they appreciate it very much and it makes me happy knowing their cable service is the shittiest service on the planet haha!! suckers! switch to dish dammit do it!!

That's pretty mature for a sub human with less intelligence than a smelly turd I flushed this morning.

I worked at the call center in Hollywood, California on 900 N.Cahuenga Blvd. Started off as a Comcast employee before the merge of course when things were'nt as bad, once Time Warner Cable took over things just went downhill from there and unfortunately will get worse as far as service and customer service is concerned. Most of the attitudes of the customer service reps. is really bad and cannot handle the stress of working as a customer service rep. for Time Warner Cable, I have experienced the whole thing when i was working there, customer service reps. hanging up on customers because they do not know what to do or they cant handle a customer cussing them out, so what happens, me being one of the best customer service reps. of course "that knows their shit" would get that customer that was hung up on cussing me but an end result of the customer praising me for a job well done.

Not only do they treat their customers wrong but they also treat their employees wrong just as well. I was wrongfully terminated for not working mandatory overtime on Saturday May 5,2007 (Cinco De Mayo) which of course was the day of the DeLahoya vs. Mayweather fight and i'm not even Mexican, i have weekends off as scheduled. Time Warner Cable gave all employees a notice Monday, April 30,2007 less than a week before the fight even though they knew about this event months before. Time Warner Cable "requested" that all employees work overtime on 5/5/07 even employees that are off on weekends like myself due to the high volume of calls that day of the event, once it got closer to the day (5/3/07) the overtime was not "mandatory", what a thin line between "request" and "mandatory", right?

Thursday May 3,2007, i look at my schedule and what do you know, i'm scheduled to work on 5/5/07 "Cinco De Mayo" which is my normal day to work only 2 hours just tp benefit the company from getting fined. I tell my manager Michael Contreras that i cannot work that day because i have plans already (keep in mind i am not Mexican and do not celebrate Cinco De Mayo), my manager tells me to e-mail the whole call center to see if someone would take my hours but of course not one customer service rep. replied. I was especially frustrated to also find that they could not occupie all the employees that they "requested" to work overtime in the call center letting them go home, meanwhile a week later i get fired for a "no call no show" on my day off that because i did not work overtime for 2 hours just to benefit Time Warner's mexican employees that did not come in on Cinco De Mayo, hmmm, bet you they still have a job there.

The reason i say i was wrongfully terminated leaving me in finanacial hardship is because of the attendance policy of the company, every absence is an unexcused absence no matter the reason resulting in 1 occurance, i thought that was the reason that we have personal time for besides getting paid for that sick day, i used to work Cingular Wireless a couple of years ago and did not have an attendance policy where every absence is unexcused, that probably explains why there is atleast 100 employees as we speak on a final written notice meaning those people will be fired soon if they make one more mistake, and you wonder why customer service reps. do not know anything.

A class-action lawsuit should be filed against Time Warner Cable on behalf of employees and ex-exployees for their inconsisstency's within the company's policy's and practices.

I am so beyond over. I live in nyc where i have no choice - can't use dish w/this property. spent 6 months - yes 6 months last year getting my cable problems sorted out. finally after 8 service calls a supervising tech came to our house - with no prior knowledge of our problems - couldn't be bothered to keep records our friends at TWC - and put a new wire into the house. lasted about 9 months, now service is out again. i called today and the buttwipe on the phone keeps telling me that we NEVER HAD A SERVICE CALL BEFORE! or she would have a record. really. finally after insisting on this for a while, i had to ask what possible motivation i would have for making up the story of the phantom repairmen.

don't even start me on the service guy who left an open xacto blade on our floor right near where two toddlers were playing - douchebag!

I can't even begin to type out my nightmare of a story dealing with Time Warner. It would take up too much space anyway. All I will say is that Time Warner is by far the worst company I've ever had the misfortune to deal with. Does anyone know their corporate office contact info to post complaints? Can you complain to the BBB on the grounds of gross incompetance and horrid customer service?

Time Warner Cable Sucks. This seems to be a common thread we all share.

To try and collect as much evidence about the issue I have created http://www.timewarnercablesucks.info

Please register and post your story.

The more information gathered helps us take our case to the proper government officials to help us fight the monopolistic practices of big cable co's!

Every Packer Game my Cable would go out. Called Time Warner: They reset my cable box.
Next Sunday same time, cable out NO GAME
Called Time Warner: They brought someone to my house. He said it was a problem with the pole and he doesn't 'do' poles. Needed a different guy. NO GAME
Next day different guy comes and climbs pole.
Next Sunday same time, cable out NO GAME
I HATE TIME WARNER!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

PEOPLE, I WORK FOR TWC, THE ONLY GOOD THING I CAN SAY ABOUT THE COMPANY IS THAT WE GET PAID FOR BROWSING THE INTERNET ALL DAY AND NIGHT AND THE BENEFITS ARE NOT THAT BAD.
SUPERVISORS ARE COMPLETE ASSCLOWNS, REFUSE TO TAKE CALLS WHEN CUSTOMERS DEMAND TO SPEAK TO THEM. EQUIPMENT IS OUTDATED, LOBBIES ARE DISGUSTING TO THE HUMAN EYE, AND GOD FORBID IF YOU HAVE A GOOD IDEA ON WHAT THE COMPANY SHOULD DO. I FEEL BAD FOR HALF THE PEOPLE I WORK WITH, MOSTLY BECAUSE THEY HAVE NO CLUE IN WHAT THEIR JOB ENTAILS, BUT GUESS WHAT???? TIME WARNER HIRES TEMP WORKERS NOW, SO WHO CARES??? NOT MANAGEMENT, THEY JUST RECRUIT ANOTHER CROP OF TARDS TO RUN AROUND SMACKING THEMSELVES ON THE FOREHEAD. AND FOR THE COMPETENT WORKERS HERE, KEEP YOU MOUTH SHUT AND HEAD DOWN, IF THEY KNOW YOU ARE GOOD AT WHAT YOU DO THEY EXPECT MORE RESULTS WITH THE SAME PAY AND NO PROGRESS WITHIN THE COMPANY. WELL, IM ABOUT TO GET OFF WORK, PEACE OUT CUSTOMERS AND FELLOW EMPLOYEES. LASTLY, CABLE IS NOT NECESSARY TO SURVIVE, SO WHEN DRUNK REDNECKS CALL IN BECAUSE THEIR PORN WONT WORK, PLEASE GO FUCK YOURSELVES.

I have written to Time Warner Customer service FOUR times asking them if I could receive electronic copies of my bills. And four times they have responded with the exact same response: "You can use Pay Express to pay your bills". They do not even have real people responding to customer service e mails, they are bots! This is just outrageous, how do we get rid of them?

As a person with no cable (which I PAID FOR in advance) and who has been unfailingly polite in her dealings with TWC CSRs, I'm appalled, but I guess not surprised, at reading the TWC employee comments here. I know first-hand that you do not care: you've shown me in the 5 times you've just stuck me on hold for all eternity. You've shown me in the fact that I've had to call 14 times to try to correct YOUR error. You've shown me in the crazy lies: "just ignore that wrong bill, ma'am." Or, "a technician will be out today."

I've never uttered one rude word to you folks, but you've treated me in a way that would get ME fired, if I behaved in the same manner. Guess what: I pay YOUR salary. And as yet another consumer fed up with your hideous "service" I've cancelled, and look forward to the day when your company, and jobs, go down in flames.

Your "skills," as such will then serve you well in the fast-food industry. Thanks, yes: I'll have fries with that.

To the fool who was posting on here that he was a TWC employee and didnt care about the customers because hes not paid enough to do so. Well guess what buddy, its not about what you agreed or not agreed to do for the wage you took the job on. The fact that you think youre underpaid yet STAY at that job is not a customers problem its yours. You should have taken your monkey ass to college and got an education so you wouldnt be stuck asnwering phones for 7.00 an hour and no benefits.

In other news, the city did some work out by my house on a street that intersects with the one I live on. The stupid city hit the TWC burried cable... no cable TV no internet now. The TV i dont care as much about as I do my internet connection. So TWC comes out and they patch a cable from the pole ABOVE GROUND, ACROSS 2 LANES OF TRAFFIC AND OVER A MEDIAN down the alley into the first hub they see. While this restored my neighborhood's service I knew something bad would happen. Next day I wake up, no cable service I go out and look and the wire has snapped due to cars driving over it. What does TWC do? 10 hours later send another dude named Hector (who barely speaks english) to run another cable ABOVE THE GROUND ACROSS TWO LANES OF TRAFFIC AND A MEDIAN back into the alley into that damn hub. This one lasted two days, then it snapped. So today they were out doing it again. I called TWC and they were like "ummm..not much we can do about it sorry". WTF? Thank god FIOS is coming into my area in 3 weeks.

I work for TWC California and, after reading aaaaaaaaall your complains...

- I always think the same... most customers ask ?where are you located? and if we are not in USA (not "America", like you call yourself... go to school and lean geography: USA is not the only country in America...so.. USA is NOT America), you ask for a local agent. Do you REALLY think another agent is going to gave you better cust service JUST of being in Canyon Country or in Northrigde? guess what... NO! but we love when you ask things like that and hung up... less calls and less idiots to help.

2 - dont you have a life??? Saturday... 5 am IN THE MORNING.. and a lot of people calls about they bills??? go out, read a book..SLEEP...

3- no cable is not the same of no water, no food or no house. You?re not going to die just of being without cable a few days.

4 - if we say ?my first available day is for...? is because is the first available day... we don`t have earlier app. so you can yell and cry for hours...you`re not going to get a tech just for that.

5- 95% of cust are delay in your pymts. and you call to complain about the company???? pay your bills on time, with no excuses, and then call back.

6- a customer asked me once if we care about cust. my question is......... SHOULD I?? do you care about me? do you care about the agent that have to listen 80 idiots every day?

7 - yes...is my job and I try to do the best, even if i think you dont deserve, that don`t have nothing to do with the actittude that you have when you call.

8 - I realized, Usa people, in general, is REALLY racist. You think mexican people are dumbs (btw..i?m not mexican..dont start with that..) or ignorant. Guess what... you are more ignorant than them...but you think you know everything.

9 - you complain about cust. service..or complain about we don`t do nothing to fix your problem. We are cust service by phone... the service includes tecnology..and that fails... most of the time we cant do nothing, not for a bad training, because thath problem needs a tech. Why you call to insult us when we don`t have nothing to do with the company??

10 - do you reaaaaaaaally think we`re going to gave you our real name?

11 - if you call 100 times.. why are you still calling? go to the store

12- a lot of people says: if you don?t.... I?m going to cancel my service. / ok..go ahead.. do you think we care if you cancel the service, you go to nt&t, verizon.. ? our pymt is not related with the cust. We`re not going to get less money just because you cancel the service... so you can cancel when you want.. I - DON?T - CARE

13 - if you have to wait 1 hour to get the agent..if because all of you calls at the same time. So if you start the call like this : ?i had to wait..... i`m really upset?........... sory.. mr. cust... we don`t care.

Yes..we dont care about cust.. our job don`t include that. If you want to get better service.. .be nice. Our job dont include either yelling, insults, racist comments... so we`re always going to hung up if you are one of those cust. fucked yourself

I'm switching to Dish - will let you know after a reasonable time. BTW - TWC customer svc reps were very nice to me - just can't stand their equipment or prices or the changes they made in their line-up in the LA area. But, I cannot believe the posts here from TWC customer reps. Those people should be fired or at the very least taught what customer svc. is all about.

Hey illiterate TWC employee - you should take your own advice and "reads" a book "somes" time. Dumbass retard.

Maybe I can have errors when I`m writting in english... but at least I know 2 languages....
I go to university, I teach universal history and I know english, french and spanish.... so... I`m illiterate when you call to say ´why my bill is soo high´ to get the answer ´because you`re delay in your bill?

Most people of USA are always delay with pymts, the never know how to reboot the box, they don`t know how to read a simple bill..... and then.. we are the dumbass retard???

ja

I'm soooo happy to find out I'm not alone in my hatred for TW. I live in Los Angeles, went from Cablevision to Metromedia to AT&T and finally to Comcast. I was very happy with Comcast, fine service, they brought HD, but they split the nation with TW. E for Comcast, W to TW. Forget customer service, as you can see they can speak three languages (all at the same time though). It's the little things, the tiling in the picture, the new remote that doesn't work properly, the no TV for no reason. Road Runner was a bitch and a half to get working. We really need to get together and see if we can chose our cable service as we do our cell service. Any ideas?

yeah... pay your bills on time... that´s my idea... maybe you can get better results with that.

Yeah Kay I pay on time otherwise you people will charge an extra 4 bucks to pay your monthly salary and keep some change.

Hey ja: What pray tell is "Universal History"? Is that the history of assumptions? The history of assuming your customers call because they didn't pay their bill? The assumption that the next call you receive from a customer is going to go badly so why not start it off like a jack ass (the meaning of ja?)? You may have taught "universal history" but you are now a TWC phoney and that indicates just how well your 'career' in education went. One too many errors correcting student grammar? One too many arguments and raging shouting matches in class because you've assumed the student to be much more stupid than you (which we all known couldn't possibly be). Drummed out of education and now fighting for a dime with TWC. Congratulations. Nice to know your career as a customer service rep is also shaping up nicely - hatred for the source of your income is always a pleasant and healthy way to great the day.

1.If you are unhappy with any company..Cancel! or shut the F-up!!

2.Cable Company DO NOT have to provide CABLE to anyone (Good or Bad CREDIT)

3.Please re-memory,If you know ANYONE who is unhappy..don't call.. CANCEL YOUR SERVICE!!!

My relationship with Time Warner is Love-hate. My road runner works like a champ, digital phone sounds great, and my cable is what it is.

I have total respect for their maintenance and installation crews, because they've proven to be reliable in setting up equipment, and can fix problems easily when need be. Plus, they've always been courteous and respect me and my house.

But what I absolutely hate about Time Warner is their customer service reps. These people are absolutely the worst customer service employees I have ever dealt with.

Let me give you a little hint Lyra, people don't ask you for a local agent because they think a local will have a better chance at solving the problem. People ask for a local agent because they don't want to have to listen to somebody speak broken Engrish to solva their problema. They'd rather listen to someone who actually sounds like they know how to speak the language.

Don't even give me the teaching at a university bunk. If you're teaching at a university, why in God's name would you be working in customer service? I would think if you have a masters or doctorate that you could find a more professional occupation than customer service.

But, it's obvious that no matter what language you speak, TWC's training mantra for customer service is the same:

1) Assume your customers are whiney.

Yes, a majority of people are assholes and idiots, but that's a sad commentary on society as a whole, not an excuse to disregard a paying customers' complaints.

2) We don't get respect.

Well guess what, when we as customers are treated like crap when we do finally get a hold of someone, what do you expect? Respect is earned, not given. I would think that someone that has had any experience in a classroom would know that by now.

3) When the cable goes out, find something else to do instead of watching T.V.

Ah yes, everything is fine and dandy until there is a problem. I agree that people spend way too much time watching the idiot box, but they have the right to access it whenever they want when they are paying for service.

Plus, some people work 2nd or third shift, and 5:00 am might be the only time they get to enjoy TV.

4) We don't have to kiss anyone's ass.

No one expects you to. But, a friendly voice over the phone would be nice. Not lollipops and rainbows overly cheery, but a voice without disdain.

5) We don't get paid enough to deal with this.

GUESS WHAT, NO ONE ELSE GETS PAID ENOUGH TO DEAL WITH THE CRAP THY PUT UP WITH AT WORK EITHER! IT'S A FACT OF LIFE...GET OVER IT!

I are an TWC emproyee and you cutstomers are so wrong. We work reel hard for hour scratch and take the heep for all the troublez the peeeps in West LA are so jagged I don't no, this bored is a lotta haterz. Chill!

Dean said it best:

I are an TWC emproyee and you cutstomers are so wrong. We work reel hard for hour scratch and take the heep for all the troublez the peeeps in West LA are so jagged I don't no, this bored is a lotta haterz. Chill!

Except I am a TWC customer not an employee. Large cable networks have issues, it's a fact of life. Don't like it? Start your own ISP, cable company, and open competition with them.

Farewell,
Ray

Oh dear... wow didn't know there was a TWC hate site.. but then again, if home depot can have one, why not.
I would just like to say that the customer service agents at the TWC center need to know that there job is to be "CUSTOMER SERVICE" which means, assisting the customer. (ya, that's me)
I just had an agent pretty much tell me I am lying to her, and refused to help me, because some OTHER agent "Forgot" to put notes down when he talked to me 2 months ago. Ok dumbasses, if I can pencil in notes, why can't you? Do they pay you to just talk shit out of your ass ?

Ray - you's a punkass we are the best so what if we suck?

i hate timewarner retarted, used to have adelphia and ever since timewarner the TV has just been going down the drain

Then get satallight, !

Same issues here. I've paid for the 7 megabit connection since Comcast days... but have best can connect at 500 bits/s. I'm waited over 24 hours for a tier-3 to call just to leave a message asking if I had an issue. My ticket was escalated because I have an issue. Doesn't seem like anything's been done (they've determined, before tier 3, that the problem is upstream). His callback number didn't work either, so I was forced to open another ticket for another callback. Time Warner sucks royal butt. I've been in this service loop hell before with them, for another upstream issue that took more than a month to resolve of near daily calling the service line.

guess what.. Adelphia is not a company anymore.. so, stop crying about that.

I know my work is customer service. And yes, i tech in the university... as an assistant of the professor, and is ad honorem, so that`s why I work listening idiots.

I understand you`re angry when you call to complain.. i never said that. But, our job is help cust, according the system that we have, and the possibilitys that the compan gave us to help you. So, if we dont have available tech, or we cant resolve the problem by phone.. is because WE CANT RESOLVE THE PROBLEM BY PHONE. You deserve respect?? guess what!! we deserve the same respect, and you are always insulting us when is not our faul if the system or the technology fails.. and, when you hear 75 idiots and 5 cust with real problems.. yes, maybe our voice is not going to be friendly..because we are sick of that as same as you.

Nice cust get more good results than stupids.

Craig is typical of the arrogant enrd who probably has no social life of his onw and dies of jealousy eand envy of all os us inhabiting the real world. And yes...these are the typical idiots manning TW customer service desks.

Wow, Peter, you really nailed me...well done.

then..we`re the idiots..

Today a cust called (was REALLY angry) because his services were disconnected. The reason? he was more than 60 days delay in the pymt (as most of cust).
He was upset because we couldnt gave him the promotions again and we had available tech for tomorrow and not for today (as usual..."i want a tech today)... guess what, mr cust.. YOUR SERVICES WERE DISCONNECTED BECAUSE YOU DIDNT PAY YOUR BILL.

This is an example of things that happens with most of customers. How dare you call to complain about ANYTHING when you are delay?
cust called to ask for credit because they didnt have services for one and, of course, they are delay? if you dont pay for your services, you NOT deserve services.

Second call.. (yelling, of course) MY CABLE IS NOT WORKING............. solucion.. press power, sir. dumb ass..

I'll be honest, I had no problem with TW until recently.

I used to be an adelphia customer but TW purchased Adelphia. At first, I did not really notice a big change besides the logo on the invoice. I currently have a total of 3 MOXI boxes. I was told that TW will not be sending out new MOXI in LA anymore, but that I could still keep mine because I already had one.

Recently, I needed to exchange one of my other boxes (non moxi) to a DVR- I had hoped to get a moxi and the customer service rep said they are trying to get rid of them and the store will have them.
She also told me the real reason for not using moxi. I was told all of this BS about it at first - "We are experiencing many problems with MOXI and it is not compatible with our system"- lines like that.
The real reason for the shutdown of Moxi is because it has a smaller hard drive (it is also probably more expensive for them).
So, I go to the store to pick up my new box and the woman said that there were no moxi boxes left (annoying after the sales rep said they had a lot). I turn around and about 90% of the 20+ people in line were all carrying moxi boxes. This was strange I thought because all of them seemed pretty upset what they had to return them because they stopped working.

I get home and setup the new box (very complicated and not nearly as nice as the moxi). I then go to my other room and turn on my tv (where there is a moxi box). I watch some tv and everything is working fine. I want to order a movie on demand. When I tried to order the movie, it gave me an error. I reset the box and tried again- still the same error.
I called up Time Warner Cable and she said to reset the box, I did, nothing happened. She said she will ping the box and then it should work. She "pinged" the box, then the whole thing broke. When I turned on my TV, it gave me a giant warning. I could not even watch TV or anything. I told her this and she said she will setup an appointment to send out a repair man.
This makes NO sense. It is working fine except for 1 slight error, then she "pings" it and the whole thing breaks? She did not even admit it or apologize or anything.

I am expecting the guy to say that my box is broken and I will need a new one.

What it looks like to me is that Time Warner is sabotaging their own boxes so that people have to switch to the other boxes (the bigger hard drive, but terrible interface box). Their Moxi boxes are also WAY outdated. The new boxes have some AMAZING features, but they wont even offer any of them.

Something else that is strange is that Time Warner offers MOXI in many other locations around the US, but they are only cutting it out of LA.

The link between Time Warner customer service and their "technicians" is pathetic, borderline criminal. Excited to finally have a convenient four-hour window on a Saturday morning, I scheduled both the DVR upgrade from basic digital box AND installation of an additional wall jack via a wall fish.

Pushing the limit, showing up at my door with 5 minutes to spare, the technician informs me he's there to install the box only. But what of the new jack? "Oh, I'm driving my personal car today and do not have the eqipment to do that. You can make another appointment for the wall fish," he tells me. At this point I start dialing the customer service line, he dials his manager.

Things went DOWNHILL from there. They left after several hours, all systems seemingly working fine. That was two days ago. Yesterday I lost all cable service to my home. Time Warner has kindly scheduled me for another 4-hour window tomorrow. Here we go again. Can anyone recommend a satellite provider.

I couldnt agree more!!!! TIME WARNER CABLE has got to be the very WORST at customer service!
We have internet and cable bundled together. Last Tues 7/10/07 - our service went completely down. We called them and they said that there wasnt an outage in our area so they cannot dispatch a tech. They said to wait until 5 customers in our area call in - then, they will dispatch a tech. THE ONE Customer is obviously not important. We called the next day - no others had called in. It was just a problem with our line. They checked our lines and they said it wasnt in the house - it was coming from the main box outside. Still, they would not send a tech out just for us. We have to wait behind all the new installs - which they told us would be 7/18 - THATS 10 DAYS!!! We called everyday trying to talk to managers which we always unavailable. We finally called ATT and switched to their service. They have now installed NEW service for us and its still 3 days until TIME WARNER is supposed to come out to FIX our cable!

customer services sucks because our systems said we dont have available techs???? that is not a cust. service fault.... is owner of tw fault not to have more tech.... so stop blaming the reps., we just follow what the system says.

"representatives" is a key word. The carelessness with which "representatives" are placed in positions of public interaction is the mistake TW has made. They are meanted to represent the company, to speak on its behalf to help customers get what they have paid for. TW is ruining its public image by staffing its "customer representative" roles with people who are interested in neither customers nor support. They want a check and would probably love the job it weren't for the stupid customers. Perfect. See you later, American companies: you have your collective heads in the sand.

Yeah, i'm aware everything has some difficulties and they can be very frustrating. All i'm saying is, I liked Comcast (My original cable company) before Time Warner bought it. I have my reasons, and if you'd like to know them, feel free to ask.

I don't blame the reps for the technical limitations of a company that has lost focus. I blame reps for being rude, dismissive, condescending a-holes.

I made arrangements to have Time-Warner cable to install internet at my new apartment. They said they would be there between 10am and 12 noon. I was all happy and waiting, 12 noon came and no show. I called Time-Warner and they said, "No problem, our tech is running late but he is on the way." That being said I though "great in a couple hours I will be able to go get some lunch and come back and play eq"; yeah right!, 3 o clock, I was getting pissed off, called again, Asked them if the tech was coming from Las Vegas , Los Angeles or Phoenix because it was already 5 hours late. This time they said "let me talk to a supervisor" kept me on hold for 20 minutes and came back and said "We talked to the tech and he was running late and could not get to your place for installation, but he will be calling you in a minute". I thought wow he is going get it... Not only I was wrong I.. was dead wrong!!!, No one got it, not the tech, not the customer service people. 5 o'clock and no show, I called and told them if I was going to get that kind of service I didn't wanted it. That was on Thursday , and to my surprise they not only not cancel the installation, they keep on calling me trying to install it, just 5 minutes ago(today is wednesday) another tech called me trying to install.

One last note. It seems the cable installer got pissed because he took my 3 way splitter and now I will have to replace it..

Lesson Learned: TIME WARNER SUCKS ASS AND IS NOT TO BE TRUSTED.

"I don't blame the reps for the technical limitations of a company that has lost focus. I blame reps for being rude, dismissive, condescending a-holes"

I blame customers for being rude, racist, condescending asholes, that are ALWAYS delay in pymts.

"I blame customers for being rude, racist, condescending asholes, that are ALWAYS delay in pymts."

I blame lyra for being illiterate, incapable of crafting a readable sentence, and generally displaying the sort of attitude that has all of TW's customers hating the stupid, angry reps.

But to be honest, you DO seem to have mastered the cut & paste skills needed by the truly untalented and unoriginal.

It's a question of time guys. You know how in LA you can get wireless broadband internet from Verizon and Sprint now? Time will come in which we will be able to get "wireless cable" from more than one company and then Lyra can go to the unemployment line where he/she'll find someone to disqualify him/her for benefits for being an animal.

My dears Moe and Bob.... do you really think we´re going to loose our job just because you´re going to cancel services?? lol
I´m not "illiterate, incapable of crafting a readable sentence", darling... English is not my language...my grammar skills can not be perfect...but I can use it and cust understand me. I cannot say the same of you trying to speak in spanish. I`m illiterate? i can talk in two languages, my little ignorant... even 3... because I speak French too.. can you say the same?

"But to be honest, you DO seem to have mastered the cut & paste skills needed by the truly untalented and unoriginal".. I don´t need to be original. Cust always said same bullshit..
The point is always the same. Do you want to have better anwers when you call? pay your bills ON TIME before complaining...and dont be idiots at phone. Real problems are always solved... stupid complains.... yeah...right.... sure sr.. my supervisor is in a call right know but he is going to call you.

OK, folks, enough trash-talking. I'm going to start deleting comments that are nothing more than name-calling or opinionated refutations of earlier comments, as those don't really add much to the (ahem) "discussion."

Craig, I'll quit coming if you start deleting. Every post here is in one form or another a trash talk. To remove mine will remove one of my primary sources of entertainment: getting back at the ignorant idiots who man the phones (ha ha ha ha!!!). This is like the cat and the canary and I'm licking my whiskers. Party pooper!

- Bob

On July 18, 2007, I called Time Warner to discontinue cable service for my television and high speed internet service. I was placed on hold for about 15 minutes until someone was available to speak. Time Warner’s operator set up an appointment to pick up the television box and modem from my residence on Saturday July 28, 2007 between the hours of 11:00 and 2:00 pm.

On 28th July at 2:10 pm I called Time Warner because no representative had arrived during the scheduled time to pick up the equipment. I was placed on hold for about 15 minutes until someone was available to speak. The Times Warner representative promised to check up on the whereabouts of the technician and call back within 30 minutes. The representative did not call back.

At about 3:00 pm I called Time Warner back.. I was placed on hold for about 15 minutes until someone was available to speak. After explaining the situation the Time Warner representative apologized that the other person had not called me back and promised to check up on the whereabouts of the technician and call me back within 30 minutes. The representative never called back.

At about 4:30 pm I called Time Warner back.. I was placed on hold for about 20 minutes. After explaining the situation, this Times Warner representative also apologized that neither of the other two persons had called back. He promised to look into the matter and call me back within 30 minutes. He advised me that being Saturday no Supervisors or Managers were available for me to speak with. As you probably have guessed this representative never called back either.

At about 5:45 after calling back and waiting about 30 minutes, I explained that the tech representative had not arrived, no one had called back after my enquiries, and I wanted to know what day and when someone would pick up the equipment. The Time Warner operator emphasized that the appointment was highlighted and that a technician would arrive but maybe not before 8:00 pm. She said an appointment could not be rescheduled unless I cancelled the “highlighted“ appointment. I declined to cancel the appointment and agreed to wait until 8 pm for the tech rep. Naturally no one ever arrived.

On July 29th I again called Time Warner. The surly person who answered the telephone, after about a 15 minute wait, could only offer to schedule someone to pick up the equipment. August 8th was the earliest date available for pickup.

It is difficult for me to find words to express my total disgust for the performance, reliability, helpfulness and dependability of Time Warner and Time Warner employees. My best wishes for Time Warner are that you experience loss of customers, unprofitability, loss of jobs, and bankruptcy. Any company that operates in the manner you exemplify deserves the same.

Yeah I agree timewarner sucks, Iv had them for the past 6 months, and my internet sucks. Im paying for the gaming package which is the 10mbps down. But every time there is a lot of users on I cant play any games. I just lag like crazy. For the past 5months I have been having 2 techs come out almost every week, and they keep saying your end is fine its out side. But they aren't fixing it wtf?

Oh, my poor Lyra, you state: "i can talk in two languages, my little ignorant...", pero lo que pasa es que los hablas a la vez. Y lo importante es que domines el inglés. "even 3... because I speak French too.. can you say the same?" Oui, et combien des fois avez vous l'utilisé? Look idiot, you keep on talking about us not paying,evidently we do.That's what gives us the right to have a tantrum in this page.
By the way gang, I recently spoke with a customer service representative by the name of Tanika, and not only she was positively nice and polite, but she was able to help me out in solving my problem

I'm also a TWC employee, I'm not here to defend my company. I understand that many of you have numerous issues with both the field service and the customer service. I also understand that it's very frustrating when you have to explain yourself to every rep you talk to, only to get the same inadequate result. On behalf of my company and my employees, I apologize for both, I take my job very seriously and do the best I can on a daily basis. Unfortunately, many of my co-workers do not. By the looks of things, many of you have dealt with some terrible agents. I'm relatively new to the industry, but have moved up very quickly. This is because I do what a customer service agent should, I listen and do what's best for the customer. I've been recognized on numerous occasions for my outstanding customer service by my company and the FCC. All of that was caused by all of you and your problems. When a good agent does their job, there's nothing that we can't overcome and no problem that we can't fix. Again, when you work with agents that are here to collect a paycheck, then I would expect all of you to have another bad customer service experience. However, I would like all of you to think about the other customer service companies you've worked with. I can almost guarantee you that you've had a bad experience. All of us know that it's very difficult to please people. And the number one problem with these companies (including TWC) are their employee's. All of you have jobs and work with people on a daily basis, and all of you can name at least one complete idiot that you work with. Keep that in mind when you call into a callcenter. There's hundreds of agents, therefore, hundreds of idiots. When you get down to it, it all depends on who you talk to. And that applies to anything that you do in life. If you have a good teacher, your a good student.....If you have a bad teacher, your a bad student. I think most of you understand what I'm getting at. I just want all of you to know there are a few of us in the industry that try to provide the excellent customer service you long for. And as a parting gift, I offer you this little piece of information concerning the cable monopoly question. 90 % of all cable operating areas are done by franchise through the 1992 cable act. This act, in short, means that there can only be one cable operator in an area at any one time. And that operator has the right to change it's services and prices through FCC approval. There are exceptions, and this is because your LOCAL government has stepped in. In the division I work, we indeed have a monopoly of sorts. All of which is granted to us by the FCC and the State in which we operate. If you doubt me, google it, you'll be surprised.

Moe, thanks for alerting TW that there was a nice and helpful rep: I'm sure, now, they'll root her out and get her fired or, more likely, wear her down until she hates all of humanity just like her co-workers, and will remain employed until the day TW is sold to a foreign investment conglomerate (or has it already?) and she is absorbed into the beast and eaten like soylent green...

I once had a helpful rep at time warner as well. Problem was, the "notes" she "took" were "lost" when I next called for the same issue. Go figure. Infrastructure that sucks makes even the best, most conceintious helper suck....

Wow Bob! I see your point. Sorry. But the lady was extremely articulate, polite, knowledgable and helpful. She can quit and get a job with some other corporation. Actually she can add these entries to her resumé.

She might've actually been a "help bot," like Bladerunner's Pris, but if so, obviously she was over-tuned. They'll take out some of her RAM, dumbing her down to the status quo level soon enough. Otherwise her co-workers will become riotous and pour coffee down her ear canal and short her out.

I had an appointment for July 25th, between 3-5. The tech showed up at my house at 10:30 in the morning. I have to leave right then, so I told him to come back between 3-5, like I had asked.

I got a phone call from Time Warner at 1:00, calling to confirm the appointment. Cool, right? So at 3:00, I call in to check to make sure appointment still on... cause it's Time Warner, you know? I figured I better check. They tell me all is good. At 5:00, I call in to confirm appointment again, seeing as how no one has shown up. They told me that they have an "On time" guarantee, and if the guy isn't there in 20 minutes, I get a rebate. Woohoo. BFD. The lady DOES confirm that I am still on the appointment book.

At 5:30, I call back in and I'm told the service call has been completed. WOW. How did they do that?!?! No one showed up!! Apparently, it was marked complete at 3:39. Again, how did THAT happen??? So they tell me that they are going to have dispatch will call me to confirm that I'm there and get someone sent out right away.

At 6:15, after NO phone call from dispatch, I call in and am told that appointment was cancelled because the tech couldn't get through a security gate. I don't HAVE a security gate. I live in a house where, as I said before, the guy knocked on my door at 10:30 in the morning.

So between 5:30 and 6:15, the story changed from "Complete" to "Cancelled". That sounds to me like the guy didn't want to work past 5:00, LIED that he did the appointment, and then when I called in, LIED AGAIN and said that he TRIED, but couldn't DO the appointment because of a security gate, which he KNOWS does not exist!! What are we, in HIGH SCHOOL HERE?!?!?! The best part is that I couldn't get anyone on the phone to admit that this was an unprofessional Cluster-F***. "Well, I'm sorry for the inconvenience, sir, may I have your phone number?" (Why do I have to give them my phone number twice? They ask you to key it in when you call, and then they ask for it again?? Dumb.)

All of this was because, since Time Warner took over, our MOXI box, (The greatest DVR on earth) has started to have issues. They blame the box, but it's ironic that "The Box" had no problems until TW took over. I am spending my day today researching Direct TV. I need to have options, and these guys won't be one of them.

BTW, MOXI is coming out with a new, "Consumer" box this fall that will be available in stores, and will work with any cable service. www.moxi.com I'll be buying it the day it comes out.

I am so relieved to find this site. At first, I thought I was singled out for bad service. I've just moved into a new apt so the tw rep said I should get a move transfer for free rather than cancelling and setting up a new a/c at the new place. She made a window for me @12-4pm on a sat.

sat comes and get a call in the day froma tw rep telling me they are arriving today and definitely before 4pm. so i don't understand what the reassurance is about if it turned out to be a NO SHOW!

4 pm rolls around and i call them to ask what is up only to be told to stay put for 15 min longer as their tech is running late. so i wait until 5pm then speak to them again.

5pm the tw rep is asking me to hold while she tried to speak to dispatch. She gets back on the phone w/me and asks if i want to wait a bit longer on hold , i say sure. Then she replies w/ a big sigh as if that wasn't the answer she wanted. Get another call and try to switch calls on my cell quickly as it may be them! Surprise, surprise as soon as I answer i hear a click and they hang up. i run to my door to buzz them in just in case they are waiting downstairs. check my voicemail and it's another tw rep saying the dispatch called her to say they buzzed my doorbell and called my phone to no avail. So pls call her back to reschedule. (NOW LET ME ASK TW THIS! WHY MAKE OUTRIGHT CRAP LIES IF YOU CAN'T FOLLOW THRU? NO ONE BUZZED ME NOR CALLED ME. JUST SAY THAT YOUR GUYS SOMETIMES HAVE THIS PROBLEM OF NOT TURNING UP DUE TO SOME HEAVY INSTALLATION WORK AND GIVE DEFINITE DATES TO PEOPLE WHO HAVE MISSED OUT.)

6pm I just got pushed over the edge by a rude tw rep. so of course I had a go at her and their crap service and wasting 6 hrs of my day. Not once did i get an apology or some sort of compensation or credit. Then she finally got a supervisor after some calls being 'dropped' and transfer to this, that and the other dept. The supervisor seemed angry at me for being upset in the first place and promised to call me back after talking to dispatch and he never called back.

7pm i cancelled my order with anotehr supervisor. what is this? Push a customer over the edge for no reason so that they can cancel their order day? Then she said that no installations happen on sat or sun that's why no one came out. SO WHY DID THEY BOTHER ARRANGING THIS TIME? then another supervisor said that they didn't come out because I should've cancelled my order and restarted a new order which they could do for me right now and pay another deposit on my equipment. WTF??? By now all the signs were pointing for me to cancel. Why do they bother recording these conversations when they are clearly patronizing, rude and unhelpful? Don't they realize it is us that is paying for their checks every week?

8pm i called to confirm my ac has been cancelled only to have anotehr tw rep ask me several times if i was sure i wanted to do that, she said she could send someone out again, NO THANKS, I would rather have my tooth pulled out then go thru this again. Then she started speaking to me in a firm voice WHY ARE YOU CANCELLING YOUR AC? I spoke my mind.

Anyway, i couldn't make a long story short. My point is, all you stupid, thick TW reps on here are so defensive of your jobs yet like you say you get paid so little. What makes you feel loyal to your job then? If you don't get paid enough it is not the customers fault, it's the people higher up. We as customers are definitley paying more than enough for basic cable. it costs an arm and a leg. Also, you say that because you don't get paid enough and get one complaint after another it's no wonder you guys are miserable. GET A LIFE. That is a lousy excuse. That's like a policeman saying he hates his jobs cos all he sees is shitty things all the time. I AM SORRY, BUT THAT IS YOUR JOB AS CUSTOMER SERVICE. You should visit some very impoverished countries such as I have and see how much is a low wage compared to the national economy. Those people in ie the far east, india work very hard but try their best to accomodate the customers. Compare McDonald's Japan to McDonald's NYC. The japanese one was far more efficient. I and everyone else got serviced very quickly. NYC- A bunch of posey slackers who take about 10 min trying to fill a simple french fries order. Standing around with their ghetto asses. I think Time Warner just employs lots of people from the ghetto that's why we get ghetto service. Too many Luisas, Tamikas, Leroys, Tran and Chus in the kitchen. maybe you guys are worried that your jobs are going to be lost very soon one day to the Rajuls of India.

So TW definitely has a monopoly in my area of NYC. I can't get RCN here. But I can be a person of principle so guess I will have to do w/o cable until FIOS TV comes to my area. YEAH FOR FIOS VERIZON!! I would happily pay more for better straight service. And I disagree with the dummy on here who posted that he works for customer service and spoke for every customer service being crap for every company. that's untrue. TW is really takes the cake. If i ever meet a TW customer rep in a bar i will personally make a flaming lamborghini out of them.

First of all I would like to tell everyone I understand that I do not have the full facts of your story. However, you are not the whole story. I work in customer service. I have worked in customer service my entire working life. I hear from customers who have been shafted due to either poor service, human error, or self fault. I have also had customers lie straight to my face. Customer service is not a job for those that can not handle pressure, tension, and stress. I have been called every name in the book and told to shove things in places that would be a sin to repeat. Yet, I love my job. I would not trade for anything. I get to talk to many different people. I take high offense to the comment left from 'TW Sucks' at 2:30 am this morning. I would like to start off with, yes, I complain about my job. EVERYONE does. That is how we cope and deal with stress. If you say that you have never complained about your job you are lying. Cops complain. My father-in-law is a retired cop. He LOVES to complain. Do not assume that since customer service representatives on here complaining are, as you called them, 'stupid and thick.' Also, we are in America. We do not have to work for third world country wages. America compared to EVERY other country is the best to work in. This goes back to the complaining issue. Again, you never complain about your wages or job. Right? Let's not lie so obviously. The thing about the commented most that was just down right wrong was the racism. There is something wrong with you. That is all I am going to say on that. There is no dignified response to ignorance at that level. I am going to say at a last ditch effort that if you are issues with any company talk to your representative. Try to remember that when you yell at someone they are less likely to help and and bend over backwards. If a mistake is the reason for the issue just remember that mistakes happen. NO ONE is perfect including yourself. Just take a deep breath and be patient. You might find that they are more willing to bend over backwards to have it taken care of more quickly. Also, remember they are doing their job. There are policies and procedures in every company. Let the customer service representative that you are not yelling at them and you are just frustrated and see what difference that can make. Just a friendly tip from a customer service representative that is also a CUSTOMER at other companies. Stay calm and I hope everything works out for everyone.

Oh!, may I add that the new remote control for the HD DVR does whatever it wants and not what you need?

You'll all cheer, I hope, at the news that i will become, officially, an ex TW customer tomorrow. I will no longer need to put up with the poor quality service, poor quality equipment, and the most rude, obnoxious, arrogant and STUPID customer "service" (ha ha ha ha!!!) reps EVER. The 10 times I needed to reset my crap modem yesterday because of the diminished signal from the 999,567 splits in the cable down my street to my humble home finally sent me over the edge. I think I accidentally smashed the modem too. Oh, darn.

Jessica - It bares pointing out: one of the reasons for my anger toward the individual reps is that as a paying customer I've been as polite as peaches at the initiation of a call. I've been accused, by your stupid co-workers, of messing with equipment, of not understanding English (I was born in California and have a degree in the language), etc etc etc. I've had techs come to my home and tell me that I was getting "tolerable" signal within standards and ten minutes later the modem resets again. Sometimes at exactly the same time every day. I've imagined it all. I've had reps refuse to allow me to talk to supervisors. I wasn't yelling then, and I wasn't smashing modems (yet). I was simply trying to understand what I was paying for when it clearly wasn't quality internet. So before YOU accuse anyone of not being civil and generally respectful of your STUPID coworkers, have a car and remember that some of us have a REASON to hate the pathetic losers who work with you.

Hey everybody! I just wanted to check on this post to see if it's improved. Again, I apologize for the service. I've notified my management of this site and a few of us at work have all gone thru it. It's obvious we have a problem, seeing how this post was started in NOVEMBER OF 2005. The good news is we're having team meetings concerning your issues, most of which inspired from this site, even used directly for training. I must admit, there are no actual complaints from this post that I can see concerning my division. But I know we have problems, I talk to you all everyday and my customers basically say the same things you type. I have more good news, not that most of you care but I've applied for a position in management. This decision was made in the most part by this post. So thanks for sharing your TWC horror stories. I can vouch for 99% of the issues I've read here. Hopefully, I'll get this job and maybe one day things will get better.

Thanks!

If you are legitimate, Gabe, why would a site like this tell your superiors more than they must already know from the current state of the business, from customer feedback, and from the horrid service record? I'm sure that, like most of the morons from TW who've already chimed in with their "I speak three languages" driveel, your superiors will simply shudder with rage, or laughter, and decline the chance to speak to a customer who has asked to elevate the issue by speaking to a supervisor. This is all a game to them. Ultimately, they will lose, but not until another monopoly eats them up like they ate up Adelphia etc. A pathetic business run by donkeys and their donkey morons.

Bob,

I'm sure that your waiting for this response. I'm not going to argue your point or reply in defense. I'm simply going to apologize for the less than professional service you've recieved and confirm that I am indeed, 100% legitimate. I honestly hope we would have had the oppurtunity to work together concerning your issues. You might feel differently if we had. And please don't make this a personal attack, there's no reason we can't keep this civil.

Gabe,

As I've stated prior, I'm not the least interested in resolving any issue here since they have been punctuated, underlined and finalized by your company: TOUGH LUCK, PAYING CUSTOMER. I'm done with your company. I am here simply to vent and to be entertained by the bleating, pleading, moronic defense of a broken business. Nothing personal, unless you are bleating, pleading and moronic. If the shoe fits.

Gabe:
PS: when you have your supervisor look at this site, will you be sure to mention how you referred to your co-workers as "hundreds of idiots"?

reply to all these people calling in because the cable is out 5 - 10 min . get off the damn couch go outside play with your kids get some sun in your boring online life. if parents paid more attention to their kids instead of being online or watching soaps they might turn out to be decent kids . also what ever happened to reading a book every once in a while . so what if u have no service for a weekend big deal find something creative to do get out of the house people . yes i am a time warner customer service employee and have to put up with all these annoying complaints everyday

To "Joe" immediately above: Wow, that has to be the most idiotic sentiment for an employee, or business-person, to utter publicly.

First, you're saying that people should NOT complain because they aren't receiving what they pay for. If you were to order a 10 oz. steak in a restaurant and the waiter brings you one that's only 7 oz., are you going to just think to yourself, "hey, eating less is probably a good thing" and not say anything?

Second, you're blaming societal problems and bad parenting on your customers' consumption of your service? Imagine if the tobacco industry had taken that tack: "Yes, judge, we believe that using our products is contributing to public health problems." Jeez...if you had any authority at all at Time Warner, your statement might easily wind up as part of a class-action lawsuit against you.

And finally, insulting your customers is generally one of the stupidest things a company can do. Your job, and the entire Time Warner corporation, exists solely because people _choose_ to buy things it sells. If you really, truly do not want them to consume your services, you're putting yourself out of business the fast, painful way.

Joe's sentiment is not even original, however, as it was voiced by another moron from TWC (stands for "Truly Worthless C*&n†ß") - seems to be a running litany from these idiots: when a customer has a problem (a problem being defined as paying for something and then not getting it, damn those customers for wanting what they've paid for, eh?), the answer is, go out and play. Quit bothering us, we're playing online cribbage on our work computers and having rodents dislodged from our bodies, LEAVE US ALONE YOU DAMN SOURCES OF OUR INCOME!

Well I will say this, there are MANY idiots who do not even need cable but TWC freaking sucks ass. I used to work for that god awful company and when I left it was the best move I've ever made. I thought working for Adelphia was bad, TWC makes that place look like good guys. The customer service lies to the customers and the techs are always getting screwed from all sides, morons in customer service lying to the subs, ignorant dispatchers, and irate customers. I stayed stressed out. Since I left I managed to find a job with far more travel, far more hours, but its great considering what I came from. I hope that TWC sinks into the 7th layer of hell. After the Adelphia takeover, the reassured the techs that nothing would change. BOY was that a LIE. The first thing they did was fire everyone that didn't kiss their ass. I was let go because I was witnessed being home. Thats funny because I have 15 customers that told the management that I was in the next city over fixing their cable on the day I was "witnessed" being home. I had a child on the way ( which we almost lost ) bought a new vehicle because our other one crapped out. Do you think they cared that I had a family to take care of? HELL NO. They cut my throat without so much as written warning. Mind you I have NEVER been written up. I had a stack of customer compliments. My customers knew me personally and always asked for by name. After I was let go, most of them went to dish and are staying. They ruined my town. Fired all the old techs for odd ball reasons and now there is noone to do the work and they are begging for help. After what they heard happened to the other techs noone wants a job with them. Robert Trott is the main reason that families lives have been destroyed. I wasn't the only one whos life was ruined by this man. Robert Trott if you read this, I hope you die a horrible painful death. TWC needs to be taken out and soon. Otherwise everyone is in for a world of hurt.

Ever thought that maybe the service that is out is Biz Class? I pay a lot more for service as it is the livelyhood of my business and being down 10 minutes as you say costs me money (its rarely ever 10 minutes, usualy days). It has little to do with parenting, watching soaps or playing games online. In fact, while I AM out playing with my kids in the yard, my servers are inside making money (that is, when my service is actually working). I had TW Customer Service tell me that refunds are not honored for downtime as when your power goes out, the power company doesn't give refunds. Ummm, you are charged for power based on useage, while the power is out, you are not being charged for the power you are not getting. With Cable TV and Internet service, you pay monthly for a service level agreement and as a paying customer you expect a certain level of uptime. When you are out for weeks at a time, one would think that you shouldnt have to pay for that time.

Whatever you do, never do business with Time Warner Cable. I've spent 3 hours on the phone with them this morning. What they failed to understand is that the problem I'm having lies with the fact that they capped my internet speed at 3 Megabits instead of the 10 I'm paying for. The final result is that I have to let them send a so-called technician out here on Thursday to bring a new modem (whoopee, like that's going to change anything). Oh well, I'll let them do that and then I'll have to call back and still complain some more. If I'm really lucky, the so-called technician will call level 3 while he's out here and get things resolved. Along the way they tried to convince me to go for digital phone service. I decided to have a little fun so I agreed, only to call back later and cancel it due to the over-all bad service I was receiving. I'm hoping this will get noted somewhere on a "failed sales" report that someone in power might look at.

The bottom line is that Time Warner treats both their customers and employees badly. They are a corporate monolith with a heart of stone, only in it for the money. If they could find a way to have all of their calls answered by voice-response units I'm sure they would. Oh for the days of Adelphia Cable, when you could actually get to a level 3 technician without begging for a week. I am so close to switching to Direct TV and DSL. My only concern is that I telecommute 4 days a week and am not convinced that 3 Megabit DSL will be enough for my VPN connection. Has anyone here had any experience with this?

It still comes down to civility on the phone. I will not accept that a jerk a-hole moron who treats a customer poorly should be given slack because the company sucks. The company IS the people, down to the last idiot on the phone.

Bob,

"It still comes down to civility on the phone. I will not accept that a jerk a-hole moron who treats a customer poorly should be given slack because the company sucks. The company IS the people, down to the last idiot on the phone."

Posted by: Bob on August 14, 2007

You are 100% correct in saying that the people are the company. In conclusion, I've enjoyed our conversations and it's been a memorable learning experience. I wish you well and hope your overall experience with the telocommunications industry improves.

I find it completely unbelievable and unacceptable that nearly all of the Time Warner employees posting on this line are so completely arrogant and ignorant that they don't remotely understand the concept of "customer service." All I seem to be hearing is the same old "treat us with respect, or you'll get nothing. We're people too" or "cable's a luxury... if your porn doesn't work, don't bitch at us. Get a life, you don't deserve it." WRONG, ASSHOLES. First of all, it's none of your business how I choose to spend my time. I don't OVERPAY for my cable service for your dumb, uneducated, "can't get a real fucking job" asses to sit on your throne and judge me. Secondly, I PAY FOR CABLE SERVICE. IF I PAY FOR IT, I DESERVE TO GET IT, OR BE REIMBURSED WHEN YOU CAN'T MAKE IT WORK PROPERLY. Where the fuck do you get off acting like I owe you something? You're paid to fix my problems. Period. If you don't like it, quit.

Last, but not least, can someone explain to me why I constantly get an error message telling me I "should subscribe to this channel" when trying to access any movie on Showtime OnDemand when I DO subscribe to Showtime? I've called three times with the exact same problem. One idiot told me that they'd fix it, and they'd reset my box from their end. When it came up, I had NO channels. They'd wiped it clean. Every channel told me I needed to subscribe. She then told me I'd have to call the sales department and resubscribe to all my channels to turn them on. Of course, the pricing structure had changed, and I couldn't get the packages that I had before. My bill (for the same services) went from $104 to $160. After 2 hours setting this all up, I still got the same original problem with Showtime OnDemand not working.

A week later I called back with the same problem. I was then told that it was something in the wiring and they'd have a tech come out. Needless to say, the tech couldn't find anything wrong. At least he came out when they said he would, and was helpful. They're not all bad.

The third and last time I bothered to try to fix it before I resigned myself to the fact that I will never again be able to watch Showtime OnDemand, I called and was told by a third moron that it was my MOXIE Hi-Def DVR box. I needed to replace my box, they were back-ordered, and the next appointment they could schedule for installation was 2 months away.

Now, I had previously had someone bring out the new "upgraded" Time Warner Hi-Def DVR box, because they told me the Moxi box was obsolete, and the new box was better.

BULLSHIT.

The tech brought out the new box, hooked it all up, only to find that the channels that weren't hi-def were absolutely horrible on my hi-def tv. He explained that Time Warner had locked the non-hi-def channels in at 480dpi only, because their customers were too confused by the higher resolution options. He even showed me where you'd normally switch it to at least 720dpi so that the picture was liveable, like my Moxi box does. Unfortunately, he explained that HE was locked out of making the change for me, and he wasn't sure why. It used to work, then one day, he wasn't able to access it anymore. THE TECH couldn't access it.

I told him I didn't want the new box, and he agreed. He told me that he still had the Moxi box for the same reason and suggested I hold onto it as long as I can. Eventually, they'll demand it back, and that'll be the day that I switch to Dish Network, even with all of their failings. It'll still be a step up.

TIME WARNER SUCKS.

I couldn't have said it better, Mystified! I can't wait to see what kind of ITT Tech dropout they send me to "replace my modem." So what are they going to blame my problem on if the new modem doesn't solve it, my PC? Broadband speed is essential to someone who telecommutes 4 days a week - but does Time Warner care? NO! If the issue isn't fixed today, and I mean TODAY, I'm defecting to satellite TV and DSL tomorrow morning. No wonder Time Warner has lost over 10,000 customers in Southern California and is named in a class action lawsuit. I've had to contact them at least a dozen times since they took over Adelphia Cable. That's more times than I ever contacted Adelphia is the previous 20 years they were my cable company!!!

I'm shocked that they are sending a "tech" to replace your modem. They made me drive down to the local office the nine or 12 times I've had to replace the p.o.s. modems that have failed so frequently.

I am outraged by the way Time Warner Cable has treated me. If Time Warner Cable were simply an overpriced and horribly unreliable monopoly, I would perhaps hold my tongue. If Time Warner Cable were merely staffed by incompetent people, I would perhaps accept that too. But the company won't stop charging me money for a service that they're not providing, simply because they can't manage to get their technician to show up to pick up their broken crap from my home. I called in three times to report my broken DVR. (For anyone who's tried to navigate their impossible menu and reach a real person, you know that calling even once is an ordeal.) Once, they sent someone out to replace the box, and I waited around for him, and he gave me another broken box. I called up to inform them I wanted to cancel my DVR service entirely. They told me I'd have to wait around again for someone to come out and swap out the DVR box for an ordinary cable box. I told them I'd rather not, and I was content to keep the DVR box but simply not pay for the DVR service I wasn't receiving; the DVR box seemed to provide ordinary digital cable just fine, so I'd continue paying just for that. They insisted I had to let them come by and pick up their shoddy equipment before they would even stop charging me for DVR, let alone credit my account for the time it had been broken. So they forced me to schedule a three-hour window for them to come by and get the junk - from 4 to 7, on a weekday. I asked for some sort of courtesy call when they were getting close, and they agreed. On the day of the appointment, I left work early, around 5, and got home by 5:20. I figured I was safe because they hadn't called yet. I sat around my apartment for a while. At around 5:38, my cell phone rang while it was sitting on the kitchen table and I was in the other room. I made it to my phone just as the phone stopped ringing. The person did not leave a message. Fortunately, because I had given them my cell phone number, my phone registered the number for the missed call and I immediately called the person back. I reached the voicemail for a guy with a company named "ACS", which confused me, but I left a message at 5:39 with my full name and number, stating I had just missed his call but was here waiting for cable, and I invited him to call me back. He never did. I didn't think much of it, as I had been given the impression by Time Warner that the phone call was just a courtesy to let me know the cable guy was on the way. So I waited. And waited. At 6:15 it occurred to me that the guy might not be showing up. I called Time Warner. They informed me that I had missed my appointment and would have to reschedule. I explained that no, I'd been there for quite a while, and still had 45 minutes of my 4-7 "window" left for the technician to show up. The only thing I'd "missed" was a call that I'd immediately returned. If he'd made the mistake of moving on to another appointment before even knocking on my door, or even trying to call again, or even checking his messages, then he should make his way back to my neighborhood and fulfill my appointment. She announced that no, at 5:50 someone reported to Time Warner that I wasn't there and that the technician should move on to the next appointment. She insisted that the only solution for me at this point - again, at only 6:15 - was to reschedule *another* 3-hour appointment for *another* day. How was Tuesday morning? I explained that no, I had a job, and unlike them, I showed up for my job on time, so I couldn't spend Tuesday morning at home waiting for them again. I called the "ACS" guy back, and this time he actually answered. I asked whether he worked for Time Warner. He said he did, and I said I'd been waiting for him to show up. He said that he'd already called in to report that I wasn't home. I told him I was, and I asked him to correct his error. I told him I'd just missed his call, and mentioned that I'd left him a message to that effect. I asked him to come out now; he explained he didn't really work for Time Warner at all - he was some sort of subcontractor hired just to call people to make sure they were home. I asked why he didn't return my message. He said he didn't do that sort of thing. I asked him to at least get on the phone with the technician and ask the technician to come back out. He said he couldn't do that - he reported to the central Time Warner number, and if I had a problem, I needed to talk to them. I asked if I could at least have the contact info for the technician myself so that I could speak to him directly. He said he didn't even have that - he just called in to Time Warner directly, and didn't have any direct contact info for the technician that he could give me. I called Time Warner again, around 6:27, explained that I'd been waiting, explained that time was of the essence because I had a feeling that once 7 pm hit, they'd be even more indifferent to my dilemma and even more unwilling to solve it. They again insisted that *I* had missed my appointment. I insisted they contact the technician and have him come out that night, and stated that I refused to waste another evening of my life waiting for them to pick up their shoddy DVR equipment that they seemed so bent on recovering. She put me on hold, and allegedly tried contacting the technician. She reported to me that he was unable to return that night. I asked her why, but she provided no answer. I asked why another technician couldn't come out, and she provided no answer. She said that she had no control over the situation, and that when the technicians say no, they had to accept that. This didn't make any sense to me - didn't they have multiple technicians? Didn't their technicians sometimes make mistakes? Shouldn't they have to work overtime until the mistakes were resolved? If all a technician could do to get out of a service call was say "she wasn't home," and that's the final word with no appeal, then couldn't technicians just routinely *lie* with impunity? Anyway, she insisted the only solution was to reschedule; I insisted that that solution was unacceptable. I offered her two reasonable alternatives: get someone out to my place that night - be it 7, 8, 9, 10 pm, it didn't matter, I was flexible and would be up for a while - or, I would simply keep the cable box I had and I would cease paying for the DVR, which wasn't working anyhow. I would continue to pay my regular cable bill, just not the DVR part. She insisted neither of these was viable. I insisted on speaking to someone with the authority to make one of those viable. She insisted that was impossible. She said that if I simply stopped paying for the DVR, they would refer my account to collections. I asked how this was possible if I wasn't even *receiving* DVR service. She again pushed me to make another appointment. I insisted that if I made another appointment, I was at least entitled to a credit on my account for my wasted time. She said she didn't have the authority to give me a credit, and I asked to speak to someone who did. She put me on hold for 20 minutes. I got so frustrated that I called Time Warner again on my land line, while still on hold on my cell phone, and managed to get in touch with another person and begin another conversation from scratch before she took me off hold. I was put on the line with a "manager" named "Mark" who essentially repeated the entirety of the above-recited conversation, including the ridiculous assertion that once a technician says they can't or won't return to an appointment, the folks at Time Warner Central (or whatever they call it) have no authority whatsoever to order a technician to do their job. He continually insisted that he didn't even have the authority to grant me the wasted-time credit I asked for. I asked for someone who *did* have the authority to implement any of the solutions I was suggesting, including the solution that I just keep the cable box without paying for the DVR. He insisted *no one* had this authority. I insisted someone must, and I asked for the name of the CEO of Time Warner Cable, which he did not supply. I then told him I wanted to cancel my service entirely, including basic cable and internet. He said he could do that, but that he'd need to schedule an appointment for someone to come and pick up the equipment... Arrrrgh! I told him I refused to waste any more of my time with them, and I suggested a THIRD reasonable solution: I could leave their equipment with the leasing office of my apartment complex. That way, neither I nor they would be inconvenienced - the equipment would be there all day, from 9 am to 7 pm, for them to pick up. He said no, I must be there personally so they could give me a receipt. I couldn't leave it with a third party. Or, he suggested, I could drive to their office, carry in the equipment, wait in a long line, and return it to them there. I insisted that I really could authorize one of the apartment rental office folks to act as my agent, and accept the receipt for me, since that's how the law of agency works. He insisted that I was wrong. Desperate to be rid of my dealings with this horrible company, I finally relented to scheduling another three-hour appointment for them to come by and pick up all my equipment. But I insisted that I still believed I was entitled to a credit for the wasted evening. I cited an example from my past dealings with them (oh yes, this saga is only one of about four or five that I've had with them). One Saturday, I waited from 9 am to 5 pm for them to come install my cable. When I called at 4:00 to find out whether they'd be coming by any time soon, I was told they'd already come by, and someone answered the door and said they hadn't ordered any cable, and the technician went along on his merry way. Turns out the cable guy had gone to the wrong address. Rather than calling to check and make sure that I hadn't ordered any cable, he'd just left me sitting there all day - at the correct address - wondering where he was. When I insisted he correct his mistake and come out at 4:30 or 5, or even (gasp!) 6:00 or 7:00 to install, since my day was already ruined, they said no, once a technician reports a missed appointment, they had no authority or control to...[by now, you know the drill]. In that incident, they at least agreed to credit my account a whopping $20 for the missed appointment. When I reminded "Mark" of this, he agreed that oh, yes, they gave $20 credits for when technicians missed appointments. Mind you, I'd been arguing with him and other Time Warner people for an hour, and no one had thought to mention this solution to me. If I'd never brought it up, they likely never would have, either. I asked why he didn't give me a $20 credit here. He said that was only when it was the technician's fault, but his computer screen showed that *I'd* missed the appointment, since "at 5:50, they came by and you weren't home...". I reminded him of what we'd been talking about for the past hour. He finally conceded he could give me a $20 credit. We'll see if that happens. We'll also see if they ever come by to pick up my equipment and cancel my service. I may be paying for cable services that I'm not getting until I die...
Please, please, please: warn your friends and loved ones against Time Warner Cable. Even in areas where they have a monopoly, it's better to have no cable at all than to suffer through this.

Unfortunately the kind of horror story posted by Elizabeth is not uncommon with Time Warner. Anything that's different from what's printed on their laminated binder pages is automatically wrong. Their customer service reminds me of the California DMV or the IRS. Everyone you talk to has an attitude and no interest in helping you, just getting rid of you or selling you another service to get some commission. I blame this on their senior management because they are allowing it to go on. This bad customer service will continue until enough people boycott them and they begin to lose money. Thank goodness there are places where consumers can share their opinions and encourage others to take action. I only wish I could get a hold of the name and address of some Time Warner executive I could write to. Please note that I'm sure there are one or two decent people who work their and feel sorry them. It's too bad that the crappy work done by everybody else there gives them a bad name too. All in all, Time Warner should be punished for the way they abuse the privilege of providing cable to Southern California.

I was offered a job as a customer service rep in the billing department with time warner cable. $12.00hr plus commission. I'm kind of scared to take it because of all the negativity surrounding this company. Also, because I don't think they offer much job security. This question is for anyone who works there or has worked there. Should I take it? How much commission can you make?

Fuck time warner ,every sence I got the new security suit my fucking Email does not work worth a fuck and it has bad lagg in my games and I pay them extra to get more megabites per sec and I cant even tell a difference ,my comcast had less and was muck faster ,every sence time warner took over it went all to shit ,and when you click on the help tabs it gives me so BS about cookies have to be enabled and I turned them on and it says the same bull shit ,verison is planting some fiber optic cable out in front of my house and when they get done I'll probally switch FUCK THIS SHIT IM OUT ,Thanks for listening to me complain ,Peace

I just got time warner three days ago and it already sucks! I mean I just tried to DVR something and everytime I keep trying to watch it the damn thing frezzes up on me.
I used to have AT&T U-verse and it was the best thing I ever had (albeit it didn't have G4).
Sadly though I moved and found out AT&T isn't on my area. So guess what? I had to get time warner!

Well look on the bright side: the steaming pile of crap that is Time Warner would've absorbed AT&T eventually anyway. Your service in your old residence would have been just as suck-a$$ as it is in your new place. Might as well settle in and wait for your class-action paperwork to arrive.

So this morning I get a call from Time Warner Cable. After introducing himself, the guy on the other says, "I was hoping to discuss how we could save you some money by bundling phone and Internet service with your cable service...would you be interested?"

I replied, "No, I think we're..." *CLICK* The jerk hang up on me mid-sentence. So, TWC interrupts me with an unsolicited sales call and then treats me rudely when I decline. $90 a month isn't enough to buy some courtesy these days?!?

Time warner installed there cables across the front of my house. They came early and did the job. I wasn't expected home yet and they did a messy job. I let it go because I had 2 trees in front of my house and you didn't really see the cable. Now the trees have been removed I have called cable had an appt. with them and no show. Had another appt with them and the guy said he couldn't do it I would have to make another appt for set up new cables through the side of my house. OK did this and cable came and first went inside my house and walked into my den and then my living room and noticed he left tracks all over my off white rug and my den. He then proceded into my bedroom and I said wait see your shoes are dirty. It has been raining out a few days. and I through 4 towels down. He was on the towels then went off the towels and onto the rug and you see stains on my light tan rug there also. he then went outside and did wireing and when inside and wiped his feet not on the outside rug or hall but on my expensive area rug in my foyer which is dark so you don't see stains there but no way should this have happened. No I don't expect them to take shoes off. I do expect them to wipe there feet if there shoes are dirty before entering my house. It looks like red clay from dirt under soil in Staten Island. This isn;t fair. I called time warner and am waiting. I wanted to clean the rugs but if it doesn't come off and I touched it well I might be left with it this way. I did take pictures of it. Waiting for time warner to get back to me. called on thurs and said I will have to wait for someone to get back to me. Well it is fri. and no call. they offered me some more channels big deal that isn't important now at all.

Time warner may suck, which it can to work for. But you customers are idiots.

And who are you, Mike? Are you a service rep? Installer? Rage-filled former Time Warner flunky? These are rhetorical questions. Frankly I don't care what or who you are.

We are the definition of idiots because we actually expect services, and cordial behavior, for the money we spend? Yah, I suppose in this world, today, that is too much to ask for.

Does anyone here have the link or website for the class action lawsuit against TW? I heard a radio commercial that says that there are 10,000 TW subscribers involved. I am so ticked off at TW for poor service FOR MONTHS! I have written letters, confronted customer service people at the local office, talked to 1 brave supervisor on the phone, and placed over 10 service calls and still the picture quality and sound doesn't work right! HELP! I wish Moe and his team would come right over! If they fix it dinner is on me!

So I tried to read all of the posts on this forum, but they grew way too long. The point of that sentence is to say that I may say something that has already been said. Anyway, I am a time warner customer, and know several people that were bought out by time warner (Adelphia employees.) Those people, whether or not they work for time warner, know a few things about troubleshooting, installation, and customer service. My issue with Time Warner is "Roadrunner High Speed Internet," which is currently working for me, otherwise, I wouldn't be posting this =P This is the second time I've had time warner. Both times, the installation techs (not sure what actual job title is,) have failed to get my internet up and running without my assistance. I don't have a problem with this except that they refused my help until i absolutely insisted on helping. Granted, they shouldn't have to deal with a customer who thinks he/she knows more than them, but they should accept suggestions. Problem number 2 is my modem. This could be a chance difficulty, but the first time i had road runner, i had a motorola modem which worked fine. The second time, they gave me a toshiba modem which i have to reboot almost everytime i am online. now this bothers me to an extent just short of being angry at time warner. the reason i hold this aggression is because i have called a customer service rep, just to be given lousy info. i then asked one of my former adelphia employee friends, and my problem was fixed almost immediatly (regarding past problems not mentioned). anyway, time warner is a joke and somewhat of a monopoly. I feel for all of you time warner employees that have posted. I know how people can be, and it sucks, but you can't ever let their anger get the best of you because it fuels their ignorance and rage. This post is way to long so i'd like to end with this...I only wish i could organize a nationwide boycott of time warner cable, but even if i could, the thousands or employees would suffer the consequences, so i guess, LONG LIVE TIME WARNER CABLE, and create better service to keep all employees intact.

The fact that this thread has been going strong since November of 2005 is proof enough that Time Warner sucks!

One of the things I will repeat here: the company is the employees. The employees are, in far to many cases, complete asswipes. If these poor overworked angels weren't so bound and determined to project hate disdain and ridicule on the people who pay their salaries, they might actually improve their company. I will not give an employee a free pass to insult, ignore or misguide a customer. There is no excuse for that. Those turds bring an unhappy existence on themlseves. The fact that TW may be the best job they will ever have is lost on them: they need to be taken down a notch. Ever pick carrots for a living, you bitter little asses?

quit whinning the good news is that we have competion and U dont have to stay with us and if u choose to stay pay your bill and shut up!!!!dont u realize that u r getting ur selve riled up for the stupidest things.... if ur bills to high down grade, if your service doesnt work call TS and get someone out there to fix it if they cant cancel, if u dont like the rep talk to someone else there are simple solutions to every problem. buy rabbit ears or stick and ugly dish on ur house or get uvverse please so they can fuck up ur cable in ur house and come crawling back! thanks for calling time warner and have a great day!

ok... i have heard enough..

every one has an opinion.

this isnt the only forum about services that suck.
no one answer will be the right answer.
no one service will give same result to each and every customer.

i have cable, you have satelite.
my cable box reboots on its own for no reason, and you dont get hd when it rains or if the wind blows the wrong way.
i get tiling, you have a big ugly dish hanging off of your rooftop and you dont get local news.

awesome. mine works for me because i realize its not infallible. i have verizon wireless for my cell, and dont get service in my house. but over all, its shitty in a reliable way.
and other people have worse problems with their providers.

cable is the same story told a different way. there will be no multiple service provider that will march you to eternal bliss, and save your HGTV from inference forever.

and for the record...

tv and internet are services, not birth rights. you werent born with a stamp on the back of your birth certificate stating you deserve to watch hd at 1080i or post your blogs. appreciate the fact that you are even capable of receiving these services and you probably wouldnt be wasting hours of your time ranting about how much you hate the fact that you missed the cable technitians call on your
**PORTABLE CELLULAR PHONE** THAT YOU CAN CARRY AROUND WITH YOU**
because you were too busy trying on your newest dunks or doing a speed test for the thousandth time this week. (i dont care what you are ACTUALLY doing, it's TOTALLY not the point).

second of all....


--- the people that work for time warner are prolly your neighbors. talk to us like we exist in real life, and not like a faceless corporation and you might get a polite response, or possible hbo for free for 6 months.
if you are really nice, i (they) might even give up a personal extention and a back line phone # to call if you have other questions/issues. (its rare that this happens, so dont ask... i(they) will deny that they exist)

to wrap it up, yeah time warner sucks, and so does everyone else.
check your wiring if you arent getting decent service, because its prolly old and crappy just like your fuse box that breaks everytime you plug in your blow dyer at the same time your toaster's toasting.

AAAAAND..... if your box sucks, drive you oreo and peanut butter sandwich eating a$$ to a payment center and swap out your box.

it's not too hard, and the fresh air might do you some good.

" if u choose to stay pay your bill and shut up!!!!d"

Hey TWC employee talking about bills... please point out a single entry on this entire page that centers on pricing and not wanting to pay a bill. My guess is you TW employees are the ones not paying bills - why should you, you're better than everyone else, and smarter too. We are willing to pay a bill for services that work and for help that isn't rude. Your virtually illiterate response is idiotic and typical. Congratulations: you have proven my point.

It's time to punt Time Warner and teach them a lesson on how to treat their customers in Columbus, Ohio. I will be canceling my cable next week in favor of Direct TV

twc savior: you have proven the points made here as well: you are a bitter, virtually illiterate, double-spacing jackass, generalizing about whole groups of people (the ones who pay your salary).
Idiot.

I stumbled on this site while looking for something else. It has reinforced my decision to stay with the antenna on the roof. Nothing on TV is worth the grief you guys put up with, and then pay for the privilege of being screwed.
Apparently the local TW which took over for another gang of thieves (Adelphia) and is screwing both the employees and customers. My advice? turn off the TV and get a library card.

For some of us, Tom, it is not a matter of choice and television watching. I pay for my cable in order to work from home. Television is an afterthought. I have one television issue per 6 dozen internet issues. The retarded twits from TW who chime in here have the wrong idea: cable is not "a luxury," it is a service commodity and they are simply service people who have mistaken the logo on their shirt to imply they have clout and power. They have neither. And deep down they must know this - where else would the raw anger and bitterness come from? I am inching toward a completely wireless solution. Then, the antenna will return. And I will be free from the clutches of these ham-handed dicks.

Just so you know that there was this thing on the news about a month ago(fox or something) that dish subscribers have reported 3 times more problems than regular cable companies.

Let me first start by saying wow! I was actually surfing the net to see how bad we (time warner) were getting beat up about the big ten network when I found this site. I would like to honestly apologize for the rude comments from "time warner employees" and for the issues all of you are having with your cable.

Let me say that if I could identify any of the employees making comments on this site and they worked within my division of Time Warner. They would be looking for work by the end of the week. Where I live Time Warner has evolved from other cable companies one bought after the other. However the same thing holds true that we are there for you the customer. I cant speak for every area of Time Warner but at my office there are 60 Customer Servive Reps who do care and do fix issues. Trust me as a supervisor at the call center they get almost as upset as the customers with issues and want nothing more then to fix them. I can also say that our techincal dept wants the same things. I encourage anyone who is experiencing issues or a rude CSR to request a super and if that does not work keep going up the line. You shouldnt have to but you might need to if your not feeling like you are getting taken care of. Now do please remember depending on when you call sometimes you might have to get a call back.

Time Warner as a company is getting a bad wrap here but, as a long time employee trust me when I say you must live in areas that totally dropped the ball and I am really sorry for that. It will get better trust me. There is a shift in power to focus on your experience with out company and that means good things for you with issues so far.

If anyone still has specific questions or concerns with thier account I will try my best to answer any questions or give explinations.

I HATE TIME WARNER CABLE.. THEY ARE THE MOST PATHETIC EXCUSE FOR A COMPANY.. EVER!!!!!
I USED TO HATE COMCAST AS WELL BUT NOW I MISS THEM.. I DID NOT THINK IT COULD GET ANY WORSE THEN COMCAST BUT WAS I WRONG!! TW CABLE FUCKING BLOWS.

as level-headed as i try to be, i must say that most of you who are complaining (ahem...!!!BOB!!!) really dont deserve to have the keyboard you are sitting in front of let alone the internet connection allowing you to post your "benign" comments on this forum. It doesn't matter who your provider is. I am in disconnections and work hard to make our customers happy. but in your cases, i welcome your disconnection, and would be happy to send a tech FREE OF CHARGE to pick up your equipment and cancel your services. Please go to another company and be their headache. You are the type of customer sprint targeted when they let go of 1000 customers on their OWN volition. the cutomers had no choice.

bob i wish you the worst of service no matter who your provider is. may your connection lag, your modem lose signal, your channels receive static and your hold times long.. you are a stunning specimin of unoriginality and mediocrity, and i wish you a long agonizing life!!! to the rest of you, try switching and see if there are any retention offers from your company, you might be surprised, but be nice. no one does favors for mean people, regardless of how MUNDANE and LOWLY their job is.

try finding their friggin phone number when your internet is out. i have to wait over a week for a rep to fix it, WHAT THE HELL!?!? have you suffered the phone 'assistant' thing where it tells you to turn off the modem, and turn it on again after 10 minutes of drivel!? argh! i can't stand these wankers anymore!

Zander
I think with a little digging you'll find that requesting a supervisor doesn't work. Honestly: I requested one and was told that the supervisor would not talk to me though she/he was standing right next to the rep (the rep's words). It was funny to this person ... a sort of "nya nya, I am not helping you and my supervisor and I are both laughing at you." Nice work, Tiime Warner. Any ass from TW who chimes in here with "Go outside and read a book" can eat my shorts, losers.

Its really funny when you told reps. that you´re going to disconnect the service. Go ahead! do it! stop crying and do it!

As a cust rep. I always try to help cust......... if they´re nice. I can understand a mad cust because his service is not working, but that´s NO a reason to insult the rep. just because you can, because we´re always to release the call, because our job is not hear how you tell us ´you´re a fucking bitch´.

And yes, many of cust that calls to complain...... are delay in their bills. So you don´t deserve to complain about anything... WE deserve to complain about how bad cust are you.

If you´re nice..we are going to be nice. If you are a bitch... we are worst.

Kaya - thank you for chiming in and demonstrating to everyone, including your bosses, how widespread the broken concept of customer service. I'll go one step further- you don't deserve a paycheck.

dear bob.

your boss is smart enough to make sure you aren't working with the public. i commend him/her for that. no wonder you are unhappy with your cable service, because no one in their right mind would willingly assist someone as condescending as you.
as far as the complaints about life being so hard when the services are out, what happened to the concept of being resourceful? stop being so lazy and start using that pea sized brain again.
god, im starting to feel like an enabler working for TWC. try reality for once instead of playing WOW all day or watching porn to make up for your social inadequacies. Oh,wait... you didnt think we knew about the porn?

twc savior

Your jibe that I'm condescending reveals a great level of hypocrisy given your message and those of every one of your idiot coworkers who have graced this page. You make a number of assumptions in your message that also reveal how little you've read on this page, including my own previous mentions of specific problems I've had with the mental cases I've talked to at TWC. I've never had trouble with my cable tv, and as mentioned above at least once, I've driven to the local offices to replace my modem and got it working again. I visit this page because I enjoy reading about customers like myself who have been mistreated by the psychotic dribbling mouth breathers you work for and with. And I find your messages and those of your retarded friends at TWC to also be entertaining. You know nothing about what I do for a living so how can you make any statement about whether I work "with the public." I AM the public when I contact you dumb f'cks. I AM the public. And you're nothing but a bitter employee for a company that is apparently only mildly interested in presenting a good face to the public. Have a nice day, "savior."

" for a company that is apparently only mildly interested in presenting a good face to the public"....

DOH! of course, darling.. Any company is interested in the same thing.
You told us that you enter to this page only for fun ... hello, friend! We, as customer service, also do it. Because it is interesting to see the attitude) of the ignorants to whom we attend the whole day, crying because they the service was cut for lack of payment or because another agent cut them on having insulted it.
5% of customers have real problems and we tryied ALWAYS to fix the services. But guess what... is TECHNOLOGY... technoloy fails, and you need a tech.. we cant do nothing by phone.
"I want a technician NOW"... the system said we dont have it... is because WE-DONT-HAVE-ANY... it`s so dificult to understand? instead of crying and insulting the agend..go to the store, write a letter.. go and insult Bush for being so idiot... I still cant understand how you can tell yourself you`re the best when you vote for that....guy....TWICE

All I can say is that this forum is absolutely funny! I am crying with laughter. I have TWC as well, and have had technicians out to my house on 6 occasions, watch the screen turn to 1000 dots, freeze, reboot automatically without outside interference, scratch their head, and (quoting Mencia) Dee Dee Dee....

"I do not know what is wrong, and my supervisor says I have to leave." The most frustrating thing is that I make 10 times the hourly rates of most of these folks and I have to take time off for them to scratch and sniff, and do nothing. I would like to send them a Bill for my time.

Now if you do not pay their bill, of course they report you to the credit bureaus and ruin your credit. Yep that is right folks, not paying for that service that does not work will cost you tens of thousands extra on your credit cards, insurance, auto and home loans.

Lubrication would be nice.

I smell a class action brewing...

The arrogance and ignorance of the TWC 'tards who chime in here trying to be clever, who put down the people who pay their salaries -- it really is beautiful. You nut jobs may not be smart enough to understand this, but we unhappy customers do find it highly entertaining. You just can't PAY for this kind of comedy. You are so full of confidence that you are "right" and we're "wrong." Funny. Sad, because you are obviously hopelessly misinformed, undereducated, delusional about your importance and significance in your little world, and paranoid. But still funny. And entertaining. Thank you for being such nitwits. When you get laid off, though, you'll have the last laugh - sitting on your fat ass on a greasy couch getting fatter with spray-on cheese, schlitz, balony omelets with velvetta, watching Oprah and Maury getting unemployment. Yep, you'll have the last, fart-drenched laugh. Have fun turdles.

My dear Bob... we dont watch "Oprah".. "american" tv..sucks

We, also, dont eat bacon and eggs, omelets, etc. for breakfast...maybe that`s why your people is famous for being.... fat

Keep crying about your service, keep being racist and then calling us ignorants (racism IS ignorance..my little bob)... we`re still laughing every thime you call

Actually.. is really funny..

We heard several times ´you`re going to be fired´, ´you are in problems´, ´i´m going to complain´....

Guess whats... we are still working there!

´I want a supervisor´... er...the supervisor is another agent that is going to tell you the same.............................if we want to transfer the call

I got this e-mail after attempting to set up service to my new apartment. I wouldn't choose TW on my own, but it's the only internet option provided at the complex. Note the e-mail date stamp is ONE WEEK after I requested service. **************************************

from "No-Reply@nc.rr.com" Aug 30

Jordan,

We regret to inform you that we are unable to process your recent registration for service due to questions regarding the Time Warner Cable account currently active for the service address listed above. Several of our local cable offices provide Customer Advantage Service that enables you to make automated account inquiries by phone. Please call 1-866-489-2669 or 919-595-4892 and, if available, select the "Current Customer" option on the telephone menu to access your account information. If this option is not available, you may speak directly to a customer service representative.

Your online order placed on 08/23/2007 10:24 will not be processed.

Best Regards,

Time Warner Cable

*****************************************
So because some slacker who lived in this APT before me didn't pay his bill, I can't get service. I went to talk to them and they said I couldn't get service at this address until the previous account is paid and closed.

Ha, jokes on them, I've been "borrowing" internet, and I think I'll go get some rabbit ears.

Well typical. TWC did not show up yet again today. The "Regional Supervisor" who appeared to be from the US was very nice and said that thety would send out someone. Mind you that it has been 6 months and the picture is all pixels, shuts down by itself on average every 10 minutes.

Now, it is very disconcerting to see TWC employees gaining pleasure from this type of horrible service. This call makes 9 service calls in 45 days alone. None of them know what to do, and there is no alternative. On the bright side, just ask them for a refund for the month, they will do that.

I hope that TWC management finds out who the employees are that think that this behavior is funny and remove them from the employment rolls. I would fire an employee in a second if I knew that they took pleasure in sabotaging my business!

Way to go, TWC employees - call me racist. YOU see Oprah and you think I'm implying only one race watches her? YOU are the racist. You a-wipes stoop pretty low to make youselves feel good. I assume TWC employs all races and all of you are idiots. It's not a matter of race. It's a matter of a company that really, truly sucks, just like the web page says, nit wits.

I actually work for TWC, and I'm sure you're all expecting me to defend them... well, I'm definitely not. I myself have been having problems with the company since I signed up for the service and have nothing good to say about them. Only because I work there, I can tell you to be as calm as possible when you call them, and I know how difficult that is because I've called in myself pretty pissed off and ended up speaking very rudely to the rep on the phone when really, I wanted my rudeness to be directed toward the company rather than at him, and I guess I just assumed that he knew that, when in reality he took it as me being rude to him. When I'm working I try EXTREMELY hard to remember that, but sometimes people calling being really rude and yelling in the phone expecting us to do things we cannot do just makes me want to hang up on them, so I guess I've been on the good and bad parts of both sides. I feel for the reps when we say we hate rude people, but even as an employee I hate the service so much that it CAUSED the rudeness.

All in all, I work for the company, I know how much they suck, and unfortunately I'm NOT God and there is nothing I can do to improve the shitty service that's provided to all of the overpaying customers, including myself.

I love this site!!! it is so entertaining!

let me introduce myself. I am currently an employee in time warner cable NYC. I been working here for 2 fucking years and the only reason I'm working here is because i attend graduate school and time warner is my part time job. i had other options such as working at fast food and be a waiter but at least i can get free svc including playboy!!!

I agree with most of you. Your frustration, your anger toward us is perfectly understandable because I would be just like you if i went thru the same shit you guys go through. but the difference is I would give the rep a RESPECT no matter what kind of situation I am going thru.because technically speaking, he or she that your screaming at is not actually at fault at all!!! they are just a messenger and they are unfortunate enough to get a bitching customer like all of you. its the system people!!! system sucks!!! Believe me people!!! if you want your problem to get resolved fast as possible... be nice to the rep and they will try 110% to work out your problems. if you call and start bitching, we can be lot worse!!! a lot lot worse!!! if screaming, cursing and bitching customer call me, i dont try my best at all. actually i dont really give a fuck what you go through because you treat me like crap, why would i give a fuck about your service?

i hate this job. this job really really really sucks. its an abyssimal to an abyssimal job anyone can get. let me tell you what i see in front of my eyes right now sitting in front of a dinky 13 inch monitor. its well over 144 reps here in ny. there are 14 callers on hold waiting for an unfortunate rep to pick up so they they can bitch at. there are banners everywhere "sell digital phone!!!", "the fastest connection - hands down", "service with a smile." (haha) in front of me is a supervisor who we like to call, "the preacher". he is a fucking asshole. all supervisors here are no educated dumb fucks who are all brain-washed and think that twc is the best job in the world. they been working here for over 10 years and they dont even make 40's. almost all the reps here are no educated dumb fucks. very few are college bachelor graduate. and very very very few are going to graduate school. i hate to say this but most people who work here are losers. some people here are only high school educated and cannot get a decent job. other half are brainwashed zombies. and small portions are like me, stuck at time warner cable. this place is not a work environment. its a zoo. half of people working here are hippos and elephants. the managers here are all obese... they could barely walk. other people come to work with pajamas and clothes they just picked up from homeless shelter. it doesnt feel like work environment at all. it is in fact, a zoo.

the pay here is a laughing matter. fortunately it is better than fast food. but the pay stinks compared to amount of stress we go through. unfortunate people who are hired gets $11/hr. the maximum raise we can get is $.50 a year. yes! 50 CENTS!!! people who are alittle more educated and have computer background gets $13/ hr. bilingual is a plus, additional 50 cents. (whoopeedoo). the stress that we go through is huge. we handle around 100 calls a day. we have 30 min break and 30/60 min lunch. we could have personal but managers bitch at you being at bathroom too long. we cant even shit at peace. you have to end a call within 320 seconds or we get penalized from FCC. if we dont make sales, we could get terminated. and the worse thing of all is that we cannot curse!!! we cannot hang up on a customer!!! customer bitch and curse at us. racist comments... death threats, etc. one of this cust said to me today "i hope you get run over by a bus today." we are defenseless. we just have to apologize like a fucking robot.

tomorrow, i will share another story why time warner sucks... time now 5:56... i'm outta here!!!! FREEDOM!!!!!!!!!

First call today (tipical case).

You, fucking company, turn my service off!!!
(the reason.. he was delay in the bill).

Second call (also, tipical case)
Hello!!? hello? hello? hello?
his phone was not working fine (not a twc phone) so he tryed to fix it. The result: worse.
The he started to ask me why i was being like that (like what!?!?), ?are you from korea ? (wtf!?), why are you so idiot?!

The only thing I said was hello. This customer was INSANE. He started to insult me with no reason (actually, he refused to tell my why he called..he just yelled hello!)...

*********************************************
Remember 2 thigs before being so bitchy with reps.:
- we can take off your promotions
- we have your social security number and info

where did i left off from yesterday... AH... idiots giving us death threats... mofo's making racist comments. telling us we are nothing... how do u guys make death threats like that when you dont even know where we live? but we know where you live. we have your address on the screen. we have your name. we have your ssn. dont make these unnecessary comments people. it doesnt solve any problems. again, if you are kind and you guys give respect to us, we will try 110% to solve your issue. we will even argue with supervisors and tech-ops to get your problem resolved fast as possible. if you are bitch to us, we can be more bitch. what goes around, comes around people.

i feel really bad for nyc twc customers. i could feel your frustration and anger toward us. we are infact worst in customer satisfaction rating. i believe north/south carolina have the best customer satisfaction rating. we are dead last and i admit, some of us are idiots. some of us are stupid. some of us are no educated sad fucks. some of us have no common sense. but we are like this because time warner cable system sucks. we are not trained enough. new technology comes out everyday. channel changes everyday. we have to keep up with all these changes and sadly, we dont get proper training.

although there are dumb ass customer service representatives but there are also know-it-all, i'm all that customer, who in reality dont know squat. its really funny actually. its hysterical sometimes.

most idiots complain about bills. 99.9% of the times, the billing system is correct. you are wrong! i know twc billing system is confusing but it hardly make any mistakes. most people complain about why did i get a bill higher this month than last month...

answer: your promotional period have ended and it went to regular standard price.
answer #2: you called to change service (d/g or u/g) in the middle of your billing cycle. for instance, if your billing cycle day is from 18th of sept - oct 17, if there are any changes to the acct, your bill will be pro-rated. for instance, you change your service at oct 1, you will get a double bill from oct 1 - oct 17 and oct 18 - nov 17.
answer #3: we bill in advance. always in advance. currently all twc customer will be getting a bill for october. we are not the only one who bills you in advance.

many customers also complains about technicians never showing up. i admit, many tech dont do their jobs. most tech have to finish 7-9 jobs a day. if they finish those jobs, they go home. if you missed an appt, it is one less job they do and they will be going home faster. so some asshole techs dont even go to cust's home and tell us that they (customers) are not home when customer was actually home waiting for a tech. unfortunately this things happens alot of times.
one tech was playing handball while telling us the customers were not home. he got caught and got fired. but these things happen alot. although those things happen, technically, it is not customer service rep fault. when you scream at us saying you waited home all day and no one showed up, the only thing we can do is booking another appt. if you call within 30 minute and before 3pm, tech can go back to your house. screaming doesnt solve issues. only thing it will do is your blood pressure will be high. this is a gift to all of you.... if tech is ever late, there is something called "service guarantee". read carefully your time warner bill. service guarantee is when tech is late, we give 0ne free month of svc.

one thing we dont give a fuck about. some customers says that i do business at my home and i need internet svc right now!!! we dont really give a shit. if you are really doing business, you guys would've gone with commercial acct. with commercial acct, same day t/c is guaranteed because they pay lot more than residential. if you are paying measely $29.95 or $44.95 a month, you are not using commercial and that means your not entitled to same day no matter what. when you say i do business at my house, and i need internet svc now, your not gonna get anything.

some people also says i'm a director of IT and bitch denies that it is not their computer problem. if you guys dont want our help, why do u fucking call for? if you are some smart ass then you go up to the pole and fix it yourself. hope you get electrocuted. we dont really give a fuck about how educated or smart you are. good for you but it doesnt apply here.

some people say i invested in your company and i have a right to have same day tech. i laugh at their face when they say that. so? whats the point here? that means that people who called weeks before to make an appt will have to forfeit their appt to people who invest in us? hahahaha!!! common sense people... i dont give a fuck if you are president bush. you wait. in reality, twc really dont give a fuck if they lose one customer. we actually prefer to not have any business with a bitching people anyways.

anyways its my lunch time now... will write later!

That appears to be a threat, and should be forwarded to the FTC. You are a criminal, not just a terrible, stupid TWC employee. F'ck you and your low life criminal threats.

"Remember 2 thigs before being so bitchy with reps.:
- we can take off your promotions
- we have your social security number and info"

Oops.
Previous post referring to the note above - and great spelling too, retard.

That appears to be a threat, and WILL be forwarded to the FTC. You are a criminal, not just a terrible, stupid TWC employee. F'ck you and your low life criminal threats.

Kaya - even if that isn't your name, rest assured if you are a TWC employee I'm going to make sure you are fired. GOod luck in the real world where you can't criminally tamper and access people's private information. You deserve a thorough working-on, girl. You'll get it in jail too.
And to the nits who are crying racist - f-ck off and die, jackasses.

wow... i agree.. kaya that was totally unacceptable and i DO hope you get fired.. threatening anyone like that is simply F*CKED UP. Learn tact.
and as far as the rest of you are concerned, best of luck to you on reporting her to the ftc because there is no way to verify that she even works for twc, or even exists within an ftc controled area. ..duh.


and dear bob, (since i now have a personal vendetta against you and have decided to target you as an individual)...


guess what son??? you are STILL paying my salary, stupid. and granted, if i worked in the same department as the jilted grad student above me, i'd want to kill myself too. thats why i get paid more. a lot more. And points for me, the glorious thing is that when you get so fed up with your services that you actually DO grow enough balls to sign up with another company, and make the switch, guess who the last person you are going to speak with will be?
***ME****
.. and when you want a discount because the boss realizes you make him look like an idiot, and that he must have been high when he hired you, and so now you cant make your ends meet because your g/f realized she only likes women and it never clicked that the thing you pretend to proudly display was really MALE genetlia, and so now she's taking the rest of your savings with her because she thinks you are a liar.. guess who you are gonna talk to....
***ME, SH*THEAD!!!***

i hope your customers are as bitter and spiteful to you are as you are to the twc folk. for all you know, the tables are turned and in reality you work for ME!!!



life sucks, you're bitter, we all die, the END..

..and by the way i love my job. my coworkers rock. the rest of the dept's in the call center make my brain hurt. my boss is rad. HIS boss sucks, and thats the chain of command.
i may hate you on this forum the same way you would hate me if i was attacking your livelihood. i will be sweet as pie on the phone, and you, just like the rest of my customers will sing me songs of praise and request to commend me to the higher-ups, which i will humbly refuse, so i can get on to the next call to make my dollardollar bills.

and remember, as dumb as you think we all are, YOU are the one calling US for help. remember that. WE ARE THE CABLE GOD!!

I didnt said i was going to do nothing with that information, dumbass... as much i despite customers in general for being so bitchy, i`m not that king of person.
just advice you, because i heard so many times that some agents are doing it.

Bob...you can keep crying.. you`re just the kind of customers that we are not going to help.

The height of hilarity, and why I love this site, is you 'tard TWC jackass losers crying "threats" and "foul." You both have a suckee weekend - bet you're working, aren't you? Losers. I may pay your salary, but I'm sure you're paid what you deserve (yep, I earn more than you). I just come to this website to bait you into your tantrums. Call me a racist if you want. I know the truth. Maybe it's one of the few words you can actually spell "racist." Idiots.

By the way, Princess Kaya,

"Didn't say I was going to do nothing"

That's is what is known as a double negative. "Didn't...do nothing" -- That literally means that you ARE going to do something. Go to school. Learn to read and write.

In the future, to be more clear in your communications, it's acceptable to say, "Didn't say I was going to do SOMETHING." Which may or may not be a lie, really hard to tell with you.

You're welcome. Now run along and steal someone's credit info like a good TWC employee....

My "dear" Bob... i went to school, i`m in college... and yes, i have some errors, because english is not my language. doh

So, thanks for correct me, but i really dont care if you think if it`s acceptable or not. Answer me in german... or in spanish...

I really dont care about your credit info.. i really dont care about you or the other customers at all. Everyone of you are just idiots, crying for a service you dont deserve.

You can earn more money than me... but if you spent your time visiting a webpage like this one to cry about............... cable service..(pathetic) it`s more than obvious that something is missing in your life...
Try to move on... we, as agents, use this page to know the other side of our job...

i HATE TWC too!!!!! For some reason our cable went off on Thursday. I called and called and called and didnt get through for hours. When i was finally able to talk to someone they said that they would send someone to fix our cable the next day. Well its Sunday and i STILL dont have cable! YOU SUCK TIME WARNER!

Kaya, you sorry sad little angry girl. I don't come to this website to complain about cable service. And before you taunt me for even being here, remember that, as far as I can tell, this page is designed for the complaints you seem unable to accept. You are more willing and able to call those who pay your salary names than really look at the issues. Me? I'm hear to wind you up. And you know what, you piece of human waste? I've succeeded.

You know, you might be able to croak out some german, but you can't write in English above the 5th grade level. Poor little 'tard.

You dont know anything about me, my dear bob, so you cant pretend know who i am,or how much i know... you cant insult me, as all the other idiots that dont know how to talk with people, but is not going to change the fact that you `re talking about... nothing.
maybe i dont write ok in english.. so thats mean that you´re a little tard too because you cant write in german or spanish? nice.
stupid arguments deserve stupid answers.

You`re wrong, my dear bob, i can accept complains....................... real complains..... what i cant accept is stupid questions and customers calling because they have billing problems for non pay or being delay (almost 95% of customers) or because they wants more promotions.
If you dont like the company.. just cancel the service..

I live in Southern California and Time Warner took over my cable company Adelphia last year and I have been completely unhappy ever since. The service is terrible, constant outages, and they dont care. They never told any previous Adelphia customers that they were paying more than they had to, and continued to bill Adelphia customers higher package rates even though they offered the same packages to their other Time Warner customers for less money. If you were an Adelphia customer, the only way you could find this out was if you called in to cancel or reduce your services. They did not bother to tell anyone that the Adelphia Moxi DVR was being phased out, no, you only found that out when your Moxi quit working and you had to wait 2 weeks before a "technician" could come out and look at it and tell you that it doesnt work (duh... that's why I called!) and that you need a different box (Couldn't the customer rep on the phone just have told me to bring it in to the local office and pick up a new box???).

At one point my roommate moved out and I had trouble paying the bills and fell behind one month. I called them to make an arrangement and they said as long as I paid $175 on the next friday that they would restore the service (I am a single mother who does not receive child support or welfare, so it was a big financial strain to lose a roommate, especially when they didnt pay their last utility bills). I asked the lady that time if she was CERTAIN that it would still only be $175 on friday (they did that to me once before and when I called back they wanted more money because the bill cycled again). She ASSURED me that it would still only be $175 on the next friday.

The next friday came and I called and paid as agreed, but they never restored the service. I kept my part of the promise, they did not keep theirs. I called back and told them that the last customer service person promised they would turn it back on when I paid $175, and got into an argument with them for the first time. They said that they bill had cycled again and that I owed $144 more to have the services restored. I told them that I specifically asked the last customer service rep if that would happen and she ASSURED me that it would still only be $175. At one point their customer service rep said that some of the other customer services reps will LIE to customers to get as much money out of them as possible, and that they can NEVER restore service unless 100% of the past due is paid, and that the previous person who promised me she would turn it back on for $175 on that Friday was LYING through her teeth. After I told them that I had no interest in doing business with LIARS and DISHONEST people and that I just wanted them to cancel my account and come get the cable modem they told me they would abide by what the previous lady said and turn it back on (which contradicted everything they just told me about it being IMPOSSIBLE to turn back on). They scheduled to send out a service tech. The service tech was very frustrated while trying to reconnect me (because they still had not turned the services on at their office) and he explained that he was unable to restore service. After I explained to him what happened he could not believe that they would send him out for nothing (the word "assholes" was used) while they knew that the services were not turned back on. He was pissed that they wasted his time too, so he turned basic cable back on for me (but could not turn back on my internet or anything else) so at least I would have something while waiting for my next paycheck. Eventually they did turn that back off about a week later.

Now, a couple of weeks later I got paid again, so I called yesterday and after being hung up on 6 times by customer service reps I was finally able to pay the $144 using the automated payment system. My bank card has the star logo so it was a LIVE TRANSACTION and I even received an authorization number. The recording told me that my services would be restored within 30 minutes. By the time I got home from work, the services were still not restored. I called back and the system told me that I still owed $144 dollars! I was finally able to get through to a customer service rep who put me on hold for 20 minutes. When someone finally did come back to the phone it was a whole new person and I had to start all over again. They were unable to find any record of my payment even though I gave them the authorization number over and over again. I got of the phone with them, called my banks 24 hour service hotline and verified that the funds were taken from my bank account. So I called Time Warner back, and after arguing with them again, they mysteriously found my payment and told me my services would be restored shortly.

Fast forward a couple hours. Still no services. I called back and they said they will have to send a technician out, but by the way they can only do that during business hours so now I will have to take a day off work to sit on my butt and wait for them (costing me another $150 in lost wages --thank you Time Warner!). Bastards. I told them that I cannot afford to take a day off work to sit there waiting for their tech (who was really late last time anyway), and asked if he could do it without coming inside the house. They said that they will request an "outside visit only" and that they technician himself will decide whether or not to come and "waste his time" turning it back on.

I wish they would just give me my money back (the part for future services) so I could call DishNetwork or DirecTV!

Anyone out there considering Time Warner, do yourself a favor and DO WHATEVER IT TAKES TO STAY AWAY FROM TIME WARNER!!! Time Warner has a monopoly and they do not give a DAMN about their customers satisfaction!

TIME WARNER SUCKS! THEY ARE LIARS. THEY ARE DISHONEST. THEY DO NOT GIVE A DAMN. THEY HAVE NO IDEA WHAT INTEGRITY MEANS.

Kaya - I don't like YOU. I couldn't care less about your company. And soon enough I won't be a customer. But meanwhile, I will point out again that tossing on someone for being here is by definition hypocritical.

Let me point out to ALL of the loser infantile TWC dolts who hang here: there's a basic rule of the world that applies to everyone from the most primitive cave man to the most advanced intelligences:
DON'T SH!T WHERE YOU EAT.

By systematically running down your customers, stealing their credit info, deliberately berating them directly or here, you ARE sh!tting where you are eating. Which displays your utter stupidity, immaturity and lack of rights to a better job. You are worthless, comically stupid, and not long for the welfare line. Welcome to "survival of the fittest," nit wits.

Bob - I don´t like YOU... i DON´T CARE if you like me.. it´s NOT MY company.. so i couldnt care LESS if you care or not about TWC or if you
are going to cancel the service or not.. go ahead! you are just a number for us...
I`m not tossing.. i just think people have better things to do with their life, that go to a web page to complain about cable service. It´s pathetic.
I dont shit where i eat. I do my job, i try to help customers and i follow the rules and policys of the company. If cust dont like the answers that we have to say because
the system said something... it`s not my problem. I`m not going to stop sleeping at nights for that.

We dont steal your credit info...my stupid, stupid bob... in fact... whyyyy do you think we`re going to spend our time thinking about you, or in the other 80000 idiots that calls every day, for more than 5 seconds?? your ego is big, bob..
I dont care if you think i´m stupid.. i think the same about you...

Bottom line: MONOPOLIES = SHITTY PRODUCT. TWC is a monopoly and customer service is irrelevant to them (thanks to all the TW employees posting here for punctuating that fact). No company with such obvious disdain for its customers could survive in a true free market. Thanks the GOP for refusing to prevent cable monopolies. The only solution is to write your congressmen.

I think having a congressman call TWC and talk to one of these losers might be faster ;)

Wow, I used to work for the Adelphia call center in Buffalo, and from what I am reading things are worse now then they were back then (2002). Can't say I blame the customers for complaining. Adelphia sucked, TW sucks... Being a TSR was one of the worst jobs of my life. Towards the end of my employment as a TSR I didn't even take phone calls from people because I knew 1 out of 5 calls would be people screaming at me for things that I had nothing to do with. So I would RELEASE people and place them on HOLD forever, or even put them on MUTE "even though they may have been waiting for 30 minutes on hold, when I finally picked up they would hear nothing but dead air." I think what was most gratifing was the fact that I was giving the finger to the company that was paying me a stunning $11.50 an hour, or the fact that I was giving it to the customers who deserved it. Most of my day for an enitre 4 months was spent playing NES emmulators and getting full 15% bonuses for not answering calls. I would get this bonus because my call times were so good. If you are reading this and you work in the former Adelphia call center in Buffalo, NY. ask anyone who has been there a while. I am a legend... ha ha ha

bustadump, as enik said, "thanks" for confirming what most of us know already: there is no incentive to do a good job, TWC sucks from top to bottom, regardless of pay or level of employ - they are all worthless idiots more interesting in playing games, both video and mind variety, and would sooner allow their company to go out of business so they could get on the dole then actually try to help anyone.

I'd take exception to one thing: deciding that your pay determines the level of your care as a rep. If all people chose to work only as hard as they think they are being paid, the world would be a terrifying place and we'd all cheer when our medical co-pays went up - because, by that logic, the higher you'd pay to see a doctor, the better care you'll get, which of course is terribly wrong.

Here's a rhetorical question (can imagine Kaya trying to find her old high school dictionary under the copies of "Customers Suck Annual" magazine to look up "rhetorical"):

If there's a fire, would you fight it with gasoline or water? Once the fire gets bigger because you've done neither, do you complain about the fire and ignore it or admit you're responsible for the conflagration (Kaya and her dictionary again)? I think all the reps who've every played the infantile games you chronicle here should admit to being a big part of the problem. You certainly aren't part of any solution, not even to yourselves as humans. You are bitter immature losers.

It wasn't all of the reps playing games and hanging up on people, just me and 4 others out of an office of 100+. I think the majority of the employees care about the customers - their problems and concerns for about 6 months to 1 year. After that, they get discouraged and post on these things out of disgust and frustration; the same goes for the customers. For me it was especially disappointing knowing that Adelphia had filed for chapter 11 bankruptcy approximately a year or so after I began employment there. The company sent in all categories of company higher-ups from corporate lawyers to call center managers to John Regis himself to defuse any sort of declination of moral within the company. For some, this tactic worked. For others like myself, it only made us realize what a steaming pile of crap we worked for and there was no possibility for promotion, no increase in pay and no sleek new building being built in the steadfast economically failing Buffalo, NY.

Naturally, for agents out there who have been doing this for too long and know that they are in a dead end job, quit! There is light at the end of the tunnel if you work towards it. For the customers, frustrated and disgusted, be happy you didn't get me as your TSR, because I was one of the worst out there, emptying out the queue during my final moments of employment.

Thank you for clarifying that you were the worst. Your pride shines through like a beacon of under-achieving light.

My dear bob, you you underestimate me.
Maybe we can talk about the origin of the word "rhetoric", even about the sophists and Aristoteles concern, if you know ANYTHING about history or philosophy... no? of course.. yo prefer keep crying about the cable.

the statistics are incredible: the average of hours of television seen by the North Americans is of 7 hours per day. Work! read! play with your children... sleep instead of calling a saturday at 5 am... have a LIFE.

Just to clarify a point: we are not all as
bustadump... most of us just release a call ONLY when the stupid cust insult us (IS NOT OUR SERVICE...WHEN ARE YOU GOING TO UNDERSTAND THAT???..) because we are allow to do that.. our job dont include your insults.

Wow. What is going on here? It really bothers me that adults are being so childish on here. I'm bothered at both TWC employees for being so heartless, and customers for being so mean. I understand the frustration of the customers. You expect to receive the quality service that you pay for. That is understandable. But we are all human beings here. There is no need to call TWC and scream and be nasty to customer service representatives. They have no control whatsoever over the problem that you've encountered. They are simply there to do their jobs and to try to help you. But how can you call in cursing, and threatening them, and expect for them to want to help you? Be considerate. Put yourself in their shoes. How do you think they feel hearing threats on the other line and being called incompetent? Whenever I have a problem with any product and I call in for help, I am always respectable. And you know what? My problem always gets resolved. So before you call in screaming the next time, stop and think about how the person on the other line feels. Would you speak to your mother or child that way? Would you speak to a friend that way? Would you want a complete stranger to speak to you that way? Then don't do it to someone else!

TWC employees, I am so disappointed in you! I am a TWC and will start work soon. I honestly do not want to work with a bunch of inconsiderate, childish, and rude people. I understand that the constant harassment bothers you, and there comes a point when you just can't take it anymore. But you have to remain professional. This is a job! It is terrible that you come on here and bash customers. Remember when I told the customers to put themselves in your shoes? Put yourself in the customers shoes. How do you think they feel having to deal with a nonchalant or rude employee? How do you think they feel coming on here and reading nasty comments from people that represent the company that they have invested in? You are not just an employee. You are Time Warner Cable. You represent Time Warner Cable. Please stop making the decent, and educated employees look bad.

For all of the people insulting TWC employees, and calling them incompetent: I am not in any way incompetent. I have obtained my bachelors degree, and graduated with honors. And I am the kind of person that will handle your problems when you call, because I am empathetic. By the way if you're wondering why such a smart person will be working at TWC: the job market is terrible right now, and this will be temporary. I am going to pursue my PhD soon.

So please people, act with some decency. Respect each other. I'm sure you would not want your children to behave in this way. And for the customers: Do not generalize. There are TWC employees that care. Just show some respect and I am sure that your problem will be solved in a timely and professional manner.

Kaya - you insist that I complain about my cable. Find ONE instance here where I have done that. You are an illiterate tramp. You don't read the entries here. You simply have no skills, rhetorical or otherwise. Which is why you are a bitter, hateful, criminally stupid TWC employee. I doubt seriously that I have underestimated you. As a matter of fact until now, I think I've given you more credit than you deserve. You are barely capable of expressing yourself, and almost completely unable to read. Poor little dummy.

I deleted Bob's last comment because it was a stupid attack on Judy simply because she made a very thoughtful post requesting some civility. That's called being a troll, Bob, and it's not what comments are for.

Bob, Kaya, and everyone, you're on notice: I can delete faster than you can post, and I can also ban, so keep the discussion on a civilized level.

And Judy, thanks for what you said; I fully agree that both sides need to do some self-moderating before any improvement can happen.

Oh, and just to clarify, in my original post (way up top, there), I was criticizing the _company_, not any one individual, so let's try to keep the discussion about policies and practices; useless and/or offensive activities like name-calling and racial and other slurs will not be tolerated. There may be some above (frankly, when the discussion becomes childish, I don't even read it anymore), but I'm not going to go back and delete them all, so just clean things up from this point forward. Thanks.

Kaya, what did I just post? No name-calling, no individual attacks, or I'll delete posts just as I've deleted one of Bob's and now one of yours. I don't care how much you have to say that's valid and factual -- if you attack other individuals, your post will be deleted.

There's already too much angst in the world; don't add to it.

Hi all - today was one of the worst days ever with Time Warner Cable - You all know about the Comcast + Adelphia purchase (we were Comcast) We were having so much trouble with our DVR box and in the past Comcast always failed us. Excited to be part of a new family and really hoping things would get better. Then the nightmare begins: from cable box - many house calls and box changes along with inconsistent information given by TW representatives, to having to change to digital phone, today was the worst day. Our request: Two phone lines, one for the home use and one for the fax machine. We waited over a month for them to come and I had to drop 5 hours of overtime with one of my jobs so as not to cancel the day of service.

10 am the tech comes to the house and checks all the boxes, fax machine and phone line. Then he gets to work, drilling hole in wall changing all the equipement etc. After about two hours of work he cannot get the fax machine to work.

Get a load of this -- Time Warner equipement is not compatible with a $500.00 HP fax machine and they cannot connect my fax machine. Keep in mind I tried to communicate well with them at time of setting up appointment. I need two lines one for the home phone and one for the fax machine - easy, you would think!

One of their supervisors told me today - equipement is not in their script.

Please note: you need to know the young gentleman that came to the house was very pleasant and did his best, I did overhear his supervisor state - I told everyone the equipement isn't compatable with HP.......

Now that being said - shouldn't the phone operators have that information and shouldn't they be asking the client what equipement etc..

Time Warner today out did themselves in STUPID.

Would love to know when and where is the lawsuit they deserve..

Hi again - I just wanted to mention after my last posting: I do not blame the employees in any way. I blame the executives - those who have purchased inadequate equipment and do not provide adequate training for the Time Warner Staff. Those who cut costs to make money and give no regard to the customer. I understand the frustration the staff must feel - I resent the closed door I get when I try and communicate to the powers that be.

It disgusts me!

Good Morning all - today I have NO PHONE SERVICE to my home. Yesterday I could call out of my home but had no incoming calls after the tech left. This is really sad.. Yes I did place a call in for technical assistance yesterday and they haven't contacted me.

Having a dispute with Time Warner right now over a guide wire they have put up on our property--we just wanted free cable and internet for the use of our land. They are not agreeing, we have even had the land surveyed and the markers clearly indicate that the guide wire is on our land--they are still nasty to us. Has anyone else had this trouble???????????HELP!

JUST SO YOU ALL KNOW TWC EMPLOYEES ARENT HEARTLESS...!!!

.... I just had a lady SOOOOO pissed off that the rep before her had to swap her package to update her services to the lastest package, and she called me FURIOUS all fiery and shit. Really wanted to tear my head off, not like it bothered me, im used to it , but still. So she sacrificed her sports tier and her showtime, and only saved $10 and hated ME for it.


... she really didnt like it when i told her to stop yelling.

i said "i can help you, or not help you. Your choice. but yelling at me isnt going to make a difference, so if you REALLY need to vent, then go ahead, but its just wasting your time."

i dont think that she was used to that.

she calmed down and i said
"Thank you. Now that thats out of the way, and you already know i can't change ANYTHING thats already happened, lets see what we can do NOW." ... I gave her free SHO for a year, and turbo roadrunner for free and gave her the sports back at a discount. She had dvr, and didnt even know it, and needed a new remote. I sent her into a payment center to pick up a new one, and notated the account so when she went in, they wouldnt give her any flak. then, just to make her happy, i sent her package with a dvr operating guide, a showime lineup for the month, a handwritten note, the DVD of the first 2 episodes of the Brotherhood and DEXTER (which she was super sad about losing at first, because she loved it) AAAAND.... i even sent her a couple of sheets of glitter Lisa Frank stickers from my own stash...


SO DONT TELL ME NO ONE CARES!!! thats only ONE of my customers.

i am tooting my own horn. im a great agent. thats why i have been here for so long.

and BOB!! i still hate you and i hope you spontaneously combust, you pompous egomaniacal bastard.
i bet they told your parents you were a little retarded after they held you back a couple of grades, and thats why you are so bitter, and pounce on something as stupid as a grammatical error, you f*cking clown-shoes.

That last little bit, clearly, was a glimpse into your OWN past. Well, I'm respecting Craig's requests. Have a nice day talking to people who hate you to your very core. I'm sure it's invigorating.

i hope i can bring some sort of medium to this post. first things first, yes, i know. i dont capitalize anything and i dont use apostrophes. i am aware of that. okay now, i worked for time warner cable from march '06 to jul'07. i didnt work in customer service though. i worked for the technicians either putting equipment on an account or troubleshooting cable codes when there was a problem. i admit right this minute that i dont know much about cable. ive had directv since it was primestar and ive never had a problem with it. but thats my opinion. anyway, i have to say that at least half the calls i took through a ten hour day were trouble calls. that, to me, is unacceptable. there of course are times when i had to go completely out of my way to assist customers one on one and for the most part, i was happy to do it. their attitude was always the same. "i just want it to work." the thing ive noticed (and i am confused about in previous posts about customers disrespecting reps) is that customers who yell usually (not always) are at the end of their ropes. theyve had bad customer service (even when i called between departments i was put on hold for at least a couple minutes) or multiple outages, technicians, etc. most of the time, they need to vent and unfortunately, the rep happens to be the one who they feel they can give this to. some customers ive talked to have had absolutely nightmare service from us, especially with digital phone (yikes). any impending argument with a customer should immediately be brought to a supervisor. youre right. you dont get paid to be cussed out, your supervisors do. so why are you arguing with customers? i dont like time warner cable. i sincerely believe they are a monopoly and they do have pretty awful service however, many companies, unfortunately in these days, dont have much respect for customers. heres an example, recently, i had quite possibly one of the very worst days of this year and after a very long 13 hour day i wanted a small coffee and maybe some fries so i pulled in to the nearest jack in the box. i was met by teenagers running through the drive-thru, the girl taking my order kept interrupting me and as i got up to the window the truck behind me reved his engine and the girl leans out the window and yells at who, i hope, was her friend. what a horrible ending to an already horrible day. the next time i went out of my way to go to carls jr where i had wonderful service and let them know it. my point is that customers are not idiots. sometimes i got a few who made me worry that i might be driving on the same road with them but i havent spoken with the brightest of technicians either. most of those customers are frustrated and dont know what to do anymore. yes, some calls are a bit irritating because the solution is so simple but those are the best calls. over and done with just like that. in short, i suppose i loved the customers. its time warner i think who should be working on improving their customers satisfaction with better phone, cable and hsd service as well as customer service. i mean, what kind of company has multiple (seriously) lawsuits against them and now had to lay off hundreds of employees due to financial burdens? my roommate sadly, was one of them.

Thank you, Liz, for you post. You make a lot of sense. And good for you for getting out of TWC before you were completely absorbed by the Borg.

As I have said here at least twice before, the fact that TWC sucks is a top-to-bottom problem. It's not just the rude angry reps, it's the top brass as well. They don't care, and unfortunately, THAT is not an uncommon fact. Many many companies have this attitude. Customers are seen as purses, and inconvenient since they also have voices and expectations. Darn those customers with their expectations.

Cant anyone do something about these muther f'ers?I also have had THEE WORST time with all there f'd services and customer service is a joke!It's almost like i dread having to call them because i know right off the bat im gonna be hung up on at least twice after waiting 15 minutes in between each hang up....one time my modem and tv just randomly stopped working and afted all the "typical" drama process of getting threw to someone on the phone i was put on hold more then 30 minutes and realized the sound in the background (wich wasnt automated waiting audio)was a fucking television and i could even hear the man cough!WTF man i cant stand those son of a b'ches!!!!!!!!and no matter how much i complain and report issues it's ALWAYZ the same ol shit from them.Im glad to see im not the only one who has had the same nightmares with these sorry ass people......

We know there are issues with our customer service, but who doesn't. I call Sprint and often hold long periods of time after being transferred at least twice. I call Reliant to be on hold for at least 15minutes. Everyone has problems with their service no matter what company you're with. I currently handle corporate complaints for some of the Texas Region and Time Warner is investing quite a bit of money into training of our employees. So hopefully that will illeviate some of the problems. Our area was restructured to provide better service to our customers. They are many employees who care about our customers. I try my best to satisfy every customer that I speak to. I like reading these posts because I can find things I need to work on myself. Be Happy. Cable and internet service shouldn't take over your life. It's a luxury not a nessecity in most cases.

dejia, i totally understand. like i said before, i worked at time warner for a year and even when i called to other departments, i was put on hold and hung up on over and over...especially account management (or billing). i always felt bad for customers i had to refer to customer service. when customers subscribe to the phone service, we put in what was called a cyberform which is basically a request for a phone number from sprint (thats who we get em from). i cant tell you how many times a tech would call me and have all the equipment installed and ready to go. theyve ported the number (if it pertains. sometimes they get a new number) but when they call me, someone didnt put in a cyberform and i have no phone number to give them. since the tech cant really explain the logistics of it, i have to explain to my customer why he cant have his phone installed and that now he has to call a sales rep again and set up another appt which takes up to ten business days and make arrangements to be home for another time frame to do the installation. ive been yelled at before for this and no one ever wants to call again because they say they have to wait on hold for so long. unfortunately there was no other way. i used to give them the best times to call so maybe they wouldnt have to wait so long. ive never argued with a customer though. usually after i explain the situation in a calm voice and tell them exactly what they have to do and even how to ask for a credit (since a couldnt apply a credit for a service they didnt have i.e. phone), they backed off a bit and simply told me the same thing i always heard, "i just want it to work". i feel bad for the customers. unless they get satellite, theyre stuck with time warner, which is why i completely agree that they are a monopoly but they hide behind the option to get satellite. there are a lot of good reps i knew at time warner but there are also many who just go to work and take no consideration that these are the people who pay for their paychecks. my stance was not so much how i would like to be treated but how would i want my mother or father to be treated because for the posters on here that talk about the "idiots" who call them, that is someones mom or dad youre calling names. would you want your family to be treated like that? to be fair, i concur that time warner is not very good to their employees and it makes it frustrating. i would be lying if i said i always answered the phone with a great big smile and the friendliest voice in the world. ha! just a kick in the butt here...time warner has customer appreciation weeks. i wondered why they rewarded the employees instead of offering anything to their customers. instead of buying pizza for lunch for the employees, they should be sending out coupons for a free slice of pizza from some pizza joint near-by. whatever.

hmmm, janie you make a good point. i dont mean to make the reps look like they all give bad service. i mean, if that was true, there would be a hell of a lot more people posting on this site. but the fact that theres a site that posts about how bad time warner sucks is pretty bad. i dont know. maybe we needed more employees to handle incoming calls. not sure but i hope that soon they get these issues resolved. sorry to make reps look so awful. i was actually trying to make a point with the people who posted such awful things about customers.

Yes...I agree with you Liz. I can't believe these people post these things about customers. A friend told me about this website so I wanted to check it out. I provide alot of input to upper management in Division. I want people to have good things to say about Time Warner. I can truely say I love to work for them. I love my job. I've been with TW for 8yrs now and I don't regret a bit of it. I've seen the front and back side on how the business works. I know we need to work on our customer service skills..but honestly who doesn't. We have fired people for being too grouchy on the phone or for yelling at customers. But customers don't see that part. I wish I could help everyone on this site so they can change their view on Time Warner.

"Cable and internet service shouldn't take over your life. It's a luxury not a nessecity in most cases."

Luxury: the state of great comfort and extravagant living ... an inessential, desirable item that is expensive or difficult to obtain.

I just realized something: the "difficult to obtain" part. TWC employees believe this means service SHOULD be difficult. It's part of their impression of what makes cable a LUXURY.

I don't believe cable is a luxury, because virtually anyone has it, from the brokeass college student to the most successful captain of industry. No. A luxury might be a vacation in some beautiful foreign place complete with people waiting on you. Cable is simply a utility service. Utilities are not luxuries - they are commodities. Everyone can pretty much afford them. And they are monopolized, so there is very little choice without jumping delivery mode.

No, cable is no luxury. But as long as TWC employees believe that it is, and that they are the arbiters of why and who and what constitutes good service and civility, they will continue to suck.

I have had MAJOR problems with Time Warner Cable since they bought out my old service provider and created a monopoly in the Hollywood area. I can not even begin to let you know the extent of time I have wasted TRYING to get customer service relating to my webmail that DOES NOT FUNCTION.. they have never been able to fix the problem and continue to charge me almost $60 a month for service that will not function. It turns out that I am still stuck on an Adelphia web server and like many other customers, was never put on the road runner server. The adelphia server barely functions and TWC had the nerve to charge customers knwing that they are on a bad server.. NOT EVEN ON ROAD RUNNER, just some old, bad Adelphia server..
This company needs a class action lawsuit ASAP!!!!!!! The customer service is a total joke, they are rude, hang up on you and they do not care becuase they have the MONOPOLY.. please someone.. start the suit and I will join!! I HATE TWC

nooo...robin... we dont care because we have the monopoly? nahhh... we dont care because everytime you call you are rude...

The question, actually is... should we care about you? i always try to help customers... if they´re asking for things that can be done by phone... but... i care about them? do you care about us?

Interesting, Kaya, that rather than respond to specific problems you pretty much assume robin doesn't care about YOU.

Once again an example of a TWC employee completely missing the point: their mission, their duty, and what they are paid for.

People who don't want to work in customer-centric service industries shouldn't, because their apathy, if not outright frustration, makes the entire service experience a poor one.

Please, Kaya, for your sake and for TWC's customers' sake, get a different job...one where you don't have to deal with customers on a regular basis.

I work for TWC as well, and I have to say that sometimes, the problems are not even from our end and customers never seem to understand. I know it's frustrating when your service doesn't work but customers need to understand there is not much we can do, and whatever we CAN do, we do it.

When I first moved into my house I signed up for Comcast cable, I had no big issues with their service. Comcast eventually was taken over by Time Warner Cable and I was content with their service until this weekend.

This past Saturday afternoon on October 06, 2007 while I was on the final leg of installing Ubuntu on one of my PC’s, the part were Ubuntu downloads updates, I was disconnected. I didn’t really think of it at the time, but there was a van, it wasn’t a TWC van, at my next door neighbor’s house when this happened. About 10 minutes pass I reboot the modem and my router to no avail and decided to call TWC support. The tech asked me to reboot everything and I happily repeated the reboot process of the modem, router, and my PC. I told him that everything was down, my cable, high speed, and my phone. There was no signal to the cable receiver, no dial tone on their VoIP service, and no broadband. After about 30 to 40 minutes of him trouble shooting the tech could not even get a signal to my house he finally said I was disconnected some how. Duh!

After figuring out I was disconnected, the tech said that the earliest appointment was on Tuesday, October 09, 2007. I asked if could the tech could make it for Wednesday, October 10, 2007, since I will be home that day. The next day I saw my other neighbor outside and walked over to ask if she had TWC and if it was out. She said she watched the game yesterday and let me in her house and turned her TV on. So I decided to go to my other neighbor’s house, the one that had the van in her driveway. Low and behold, she said she just got TWC yesterday at the same time when my connection failed.

I called TMC support again armed with my new found knowledge hoping it will get the wheels turning a little faster in my favor. To my disappointment I was told that since I have a residential account they can not send anyone until Tuesday morning, but if I had a commercial account they could send some one out within 24 hrs.

WTF?! This problem was caused by one of their ignorant people and they are telling me I have to wait 3 days to fix their F’up? I was not happy and asked why they could not send a tech from a commercial account. They said because you don’t have a commercial account and would be happy to transfer me to that department to sign up for it. They were essentially telling me that I was S.O.L., but if you spend more money for the commercial account we can come out and fix our mistake.

To make matters even worse, I finally got the tech to reschedule my appointment to Monday, October 8, 2007 in the morning. So I take off that day and eagerly wait for the tech to come out. Around 1 PM, there was still no tech and I call TWC with the confirmation number. I was that the confirmation number did not exist and that the appointment was rescheduled to Tuesday, October 9, 2007 in the morning. I was flabbergasted at what I heard. My appointment was canceled and they didn’t even think to call me. After blowing up on the tech and a manager, they told me that my appointment was rescheduled, yet again, to Wednesday, October 10, 2007. You can say that I do not really like TMC and their service.

Resident_3, remember: don't complain, because "cable is a luxury," which is why you can afford to take days off of work to have it installed!

Good luck with your install struggles.

I could care less about TV cable. I my concern was that my phone was out and my homes security system is tied to TWC service. If my house was broken into or catches on fire while we are asleep or while we are away. How would the proper authorities have been alerted?

My family being safe is my luxury.

Of course I was being a little sarcastic - I know that cable isn't a luxury. But comb through the posts by TWC employees above and you'll see that many seem to believe that, hey, it's not that critical, chill, go outside and get some fresh air, blah blah yada yada blah....

i understand RE3, ive had alot of customer pretty upset about that. But you need to understand that we still have to troubleshoot everyone who calls in no matter what, unless the cust directly request a tech to go out there. We (TWC employees) have no control of what goes out in the field and rely heavily on the technicians to know what they are doing, tech support did not physically go out there and mess around with your service but almost every customer gets mad at the representative. We also get frustrated with these techs that do these things and customer take it out on us, sometimes we are not even in ur area so we cannot know what exactly is going on around your area.

Craig.... i never said i dont want to work with customers...
We work in customer service, tech support and sells, and we always try to help cust. If we care about you or not... is not the difference... even if i dont care i`m going to try to help you because is part of my job... buy expect someone to CARE about a customer... when that person is nasty, rude and racist (trying to not be racist... most of customers from usa are like that)... is ridiculus..

i agree with Kaya 100%, she hit the nail on the head.

Kaya, I study customer service for a living. In that pursuit, I've seen literally thousands of customer service reps in dozens of companies and call centers. Research shows quite convincingly that people with an innate "service orientation" do a much better job at serving customers and enjoy their service jobs much more. These people are more empathetic, understanding, and genuinely compassionate about their customers; when a customer is upset, it only motivates them more to fix the customer's problem. You are clearly not such a person, so my suggestion is to find a different job since (a) you aren't enjoying it as much as you might something else, and (b) your customers aren't being served as well as they might be by a different individual. It's a lose-lose, and that's not good.

i swear to god you are all the worst complainers ever. im tired of every person trying to defend their job on this stupid blog either gets ignored if they have a decent point, or chastized for incorrect spelling.
THINK ABOUT THIS FOR A SECOND.....if there are hundereds of thousands of customers in MY division ALONE, and im the person to talk to to downgrade or disconnect services, and there are only 17 people in my department, and we are IDLE half of the day, then logically speaking, things prolly arent that bad. they even got rid of 15 out of 50 reps in account management because they werent needed. but we always need sales people. they are always busy. (and this is INBOUND sales, mind you)

sorry you all had bad experiences with twc customer service.
that sucks and im sorry.
But in the reality of the situation you are a minority. most people are happy. the numbers show it. the sales are always increasing even though there is more competition. And it COULD be worse.

I just spent 2 hours on the phone with the electric company who lost a $300 payment, and only spoke to actual reps for 15% of that time, with no resolution.

F*CK WORLD PEACE!! LETS PRAY FOR WORLD SMART!!!

correction---- *chastised

What do any of the TWC employees expect from a web page that says "I HATE TIME WARNER CABLE" and has a "You Suck" graphic on it?!?!?!? I mean, come on!!!! If you don't want to KNOW what YOUR customers have gone through and how they feel, WHY DO YOU COME HERE?

its my JOB to listen to it every day. its my pasttime to straighten out the whiners. it all comes back to the "tao of tv" my dear friend.

you complain and i correct, i complain and you correct.. .see how it goes?

i have to back this company because they pay my bills a lot better than anywhere else can. I have a great team and a rad boss.. everyone else that works here, eh. i could go about my day just fine without them. If you were dealing with the jerks on the top of the chain like the reps in MY division, you would be less than enthused to be doing this job too. Sometimes i wonder if all of a sudden i acquired a moody girlfriend that hates me, instead of a grown man, as my boss. He changes everything on a daily basis: rules, commissions, phone ettiquete requirements, quotas.. you name it and he's changed it 15.43 times... its absolutely unnerving.

this is still an entertaining forum though... full of whiners... me included

If you can't stand the heat...

TWC you suck! There is less accountability at TWC then at a government agency that doesn't have to account to anyone! no one really cares, they customer service reps just seem to shrug and pass the buck. they don't really care that they have wasted days of my time waiting around for their field team to arrive and fix the issue. Amazingly i'm commenting on thoughts posted in 2005.my internet has been down for 3 days. they troubleshooted the problem and said it is localised to my home and told me they would send a tech out to fix it. they promise 24 hr response. that's fine except that they give you a huge window 8am to 7pm during which time you need to wait for the tech to show up and let him/her in. the solution they suggested was that i give my cell # and the tech would call me 30 mins prior to arrival. great you'd think. the problem is on day 1, I was waiting all day to have no one trun up. when i called TWC to query it the service rep apologized and told me that it had been entered incorrectly and was scheduled for 7 days later. she fixed it but told me the earliest someone could get out was the following day. ok, so now day 2, i'm waiting all day for a call from the tech to tell me he's on his way only to find out he came while i stepped out and did NOT call me! so now i'm on the phone with TWC customer service AGAIN who tell me the earliest he can come back is tomorrow (Sunday) and that again i will have to wait around all day for the tech to turn up. apparently he'll call but i'm not holding my breath. i'd switch services to another provider but quite frankly i'd still have to wait 24-72 hours to get the damn thing set up.

Over the course of a few days I have read this page in its mind-numbing entirety and the thing that I find the most striking is the sheer asshattery of the TWC employees that come here to comment. Guess what guys, I'm in the same boat as you - I've been a Verizon field tech for twenty years, the last three of which has been installing Verizon FiOS video service, so I deal with the same things that you deal with every day.

I certainly have customers that I know are wrong, customers that are angry at me for no logical reason, customers who have screwed something up and then attempt to blame it on my company. And you know what? I take it and I deal with. Why?

Because it's my fucking job.

It suddenly is so clear to me why Verizon is kicking TWC's ass in every single area that we compete it - because of the horrible excuses for employees that you have. It doesn't matter what the reason is that a customer is upset at you or what department you are in, YOU are the customer's contact with the company itself and thus it is YOU that needs to fix the customer's problem, not pass it off on someone else or just write it off as the whining of some insignificant asshole (who is the only reason you have a paycheck.) You are being paid to provide this service, if you don't feel that you are making enough then quit, the company and the customers will neither miss you nor care that your obnoxious complaining ass is gone.

I may be mistaken, but out of the score or so of TWC employees that have posted here, not a single one has in any way taken responsibility for their own actions. A few of them have gone so far as to say that "yes, there is a problem" but then they always start to blame everything else for their performance. Well too bad, you were hired to provide customer service - all the time, not just when you are having a good day, or when you are being talked to respectfully, or when you feel like it. All the time.

Despite what you think of as unfairness on the part of your company or your customers, I happen to love my job. Every single day I am going out and stealing your customers. I am never so damn happy as when I remove your coax connection from a house and replace it with our own. And then when I'm done doing it to that house, I go up and introduce myself to the next door neighbor who is sick and tired of your service too and sign him up, the next day I will be disconnecting your service from him too. Yes... that's right, the next day. We don't give our customers appointments a week from now, we give it to them the next day...sometimes the same day when it's a repair.

Time-Warner looooooves to play television commercials filled with half truths and sometimes just blatant lies about their competition. The one they get it right on is TWC's lack of a contract. (which even then is self-serving - you don't have a contract because that lets you arbitrarily bump up your rates whenever you feel like it.) I happen to love your lack of a contract, no contract makes it so easy for me to take your customers right out from under you.

So, all of you surly and rude TWC employees, keep doing what you are doing. I love that you treat your customers the way you do, it means that they are more than happy to come to a company with employees that actually respect them and value their patronage.

Welcome, Dialtone. You quite possibly have won a few customers here too.

ooooohhhh!!!

so YOUR the asshole setting peoples houses on fire!!!!

way to go clownshoes~!!

FiOS at 12mb/s down in MY town...

our turbo is at 15!!

you are not a threat. i get, like, 1 call a WEEK from a verizon sub to disco services, and its usually because of antiquated coax and cheap landlords that wont fix it..

like i said prior. diff'rent strokes for diff'rent folks, kiddo!

btw.. i THINK your company deserted their efforts where i live, and, if i recall the verbatim quote from a verizon field tech, it was "give it to cable!"

and btw, how long does that backup battery last, how much does it cost to replace, and what happens to the services when its dead?

thats a serious question, same as how i would like to know why at&t u-verse installs take so long...

This rabid company partisanship by TWC might be quite commendable, even endearing, if it didn't still insist on putting the blame on customers. So TWC has the greatest, coolest gear, but their customers are terrible. Cheap landlords, and that most heinous of all villains, outdated coax! These are to blame for the literal flood of complaints, lawsuits, and one would HOPE, financial dive TWC is and will continue to suffer. Couldn't POSSIBLY be poor customer service.

Hearing TWC tout it's spiffy gear and cut down another company's is sad when it comes in the same breath as running down clientele and generally bad mouthing anyone and anything that begs to differ.

Plus, notice how adeptly he managed to not answer any of my indictments against the company and instead used some inane and incoherent straw man argument to prove...well...I'm not really sure what he was trying to prove there. (just for the record... last two days, I installed service for four disgruntled TWC customers - one who was so giddy that she was getting to call TWC to tell them where they could stick it that she was literally jumping up and down.)

I think he was trying to explain how TWC's old coax is superior to fiber optics by using incorrect information. Verizon FiOS doesn't even offer the 12/2 package that he is claiming superiority to. I'm sorry to tell you buddy, we offer the following: 5/2, 15/2, 20/5, 30/5 and 50/10 with 30/10 and 50/20 being prepared for marketing toward business customers before the end of the year.

He was also claiming that Verizon (and I'm sure in his opinion, nobody else) is not a threat. Fortunately for the company, it seems that the powers that be are considerably more intelligent than he is because it's obvious from the huge amount of money that they have invested in attack ads against AT&T and Verizon that they consider the competition to be very much a threat. The same could also be said from TWC's last shareholder meeting when they announced the eighth straight year of market share loss in former Adelphia territory.

But to answer his question: the life of a battery back up is not determined yet. The manufacturer thinks that the battery will last four to five years. We warranty it for the first year and after that it costs 30 bucks to replace. But so far, with FiOS being three years old, the only batteries I've seen replaced are those that were defective and failed within the first month of installation. As a rule, I replace batteries more than two years old for free if I'm out on an unrelated service call. Should the battery fail...nothing happens. The battery is only used for providing phone service for up to 12 hours in the event of a power failure, it serves no other purpose.

To get back to Time-Warner though. I have looked back at a few previous posts and I was incorrect. There HAVE been a few TWC employees that seem to honestly care about how the public perceives them, but unfortunately they are completely drowned out around here by those that have some kind of entitlement issues.

Specifically to Kaya and TWC Savior - Have either of you ever heard the rule "The customer is always right"? You both need to cope with the fact that your customers are paying you for a service. Whatever your personal issues are, you are obligated to provide the service you are being paid for. Your customers aren't a waste of your time, they are your sole reason for having a job that you are obviously being dramatically overpaid for.

You make a flimsy attempt to portray your biggest complainers as fat and lazy white trash that need to get up and exercise from time to time. That argument falls flat too - I work in a very affluent area, I'm talking houses that don't bat an eye about buying 30 mb data packages and video packages with five or six DVR's and every premium channel we offer, I'm talking the 250+ dollar/month crowd. These people have the same complaints as I have read over and over here.

It's almost a joke really, I groan inwardly whenever I hear a customer start saying "I'm so glad I'm done with Time Warner..." because I know it's going to be a long story that I have heard hundreds of times before and each one can be summarized like this:

1. Customer had service issues
2. Customer attempted to resolve service issues
3. Customer was met with apathy and disdain from Time-Warner employees
4. Customer finally left NOT because of the original service issues but the disinterest of TWC in resolving the problems.

Now each individual story has its own tangents and unique attributes, but they all follow this general model. And I'm being completely serious when I say I have heard this so many times I can't count them. Just today I heard it once and twice yesterday.

I think that my own personal problems with my TWC service has led me to be a lot more introspective about how my company treats customers and how my place within the customer service process affects the company as a whole. One thing I love about our way of doing things is the business card. Every customer I work with gets my card with the express instruction to call me if they have any questions or problems. I love the look of wonder on the face of people that have spent years under the indifference of TWC when they realize i'm saying "I'm taking responsibility for your service, I want you to call me personally if you have any issues."

This isn't to say I blame it one-hundred-percent on the first line employees. Many of my friends defected from TWC back when Verizon first started rolling out FiOS. They are almost all very hard workers and do right by the customers, but they all say that management of TWC turns a complete blind eye to substandard customer service. I don't consider this an excuse, being able to do a bad job isn't an excuse to do a bad job, but at the same time it's hard feel enthusiasm about a job which obviously isn't shared by your superiors.

"not a single one has in any way taken responsibility for their own actions"

"you were hired to provide customer service "

well... of course, Dialtone... but you forget two little details
1- is NOT my responsability... is twc responsability... if the service that the company provides is bad... is not our fault..we just hear the complains
2- of course.. but we can´t invent solutions if the company or the system dont provide us that solution.. you want an earlier app.. sorry... the SYSTEM said is nothing until a week... is not my fault.. i dont decide nothing.. just provide the answers that the system and the company tell us to say.

"Have either of you ever heard the rule "The customer is always right"? Whatever your personal issues are, you are obligated to provide the service you are being paid for".
Of course.. and we provide customers service.... according what our system says. As i told you before, we cant invent solutions just because the customer dont like it. Again.. is not our decision...
In fact... most of customers calls because they states:
- why my bill is so high? because you upgrade a service, because your promotion ended. You dont like it...sorry..you are not right..customer is not always right... you have to pay for the services you have
- i want new promotions / i should have - promotions are not an obligation from the company.. again..cust is not right
- i missed the app but i want a tech today - if you missed the app.. is not twc fault..is your fault..so now you have to wait for the next available tech..... cust is not right...
- my services were disconnected. i didnt know i was so much delay. i want my services reconnected now because the company didnt call me to let me know i was delay - if you dont pay your bill for 2 month... is your own responsability...this is a business.. you cant have services if you dont pay for it.

And so on...... it´s a lot of tipical examples...
so stop telling "cust is always right".... because that´s not true.
As i told before...i always try to help people.... with real problems. if they are blaming for irrational petitions.... that´s another story.

"is not my fault.. i dont decide nothing.. just provide the answers that the system and the company tell us to say."

"so stop telling "cust is always right".... because that´s not true. "

"As i told before...i always try to help people.... with real problems. if they are blaming for irrational petitions.... that´s another story."

I rest my case.

I BLAME NORDSTROM'S!!!

I AM NOT ALWAYS RIGHT AND I AM A CUSTOMER, TOO!!


I SHOULD WEAR A PIN THAT SAYS "CHEW ME OUT FOR $2"

I AM NOT ALL OF TIME WARNER! MY JOB DESCRIPTION DOESN'T STATE THAT MY JOB IS TO COME TO YOUR HOUSE TO FIX YOUR SPLITTER!! I AM A DISCONNECTOR!! I CAN ANSWER YOUR QUESTIONS THAT PERTAIN TO MY DEPARTMENT!! IF I DONT KNOW SOMETHING I GET YOU TO SOMEONE WHO CAN! THAT WAY I DONT WASTE YOUR TIME BLOWING SMOKE, ACTING LIKE I KNOW!

I DO MY BEST, I HAVE BEEN IN BILLING AND SALES, AND WILL NOT TRANSFER YOU TO THOSE DEPARTMENTS IF YOU GET ANXIOUS AND PRESS THE WRONG NUMBER AND GET TO MY DEPARTMENT INSTEAD!


I CAN COMPLAIN!! SO CAN YOU!! THAT VERIZON DUDE COMPLAINS TOO!! IF HE SAYS HE DOESN'T HE'S LYING!! HOW DO I KNOW THIS??!??

BECAUSE THE WORLD IS FULL OF ASSHOLES!! I KNOW THIS BECAUSE I SEE THEM EVERYWHERE! MY BOSS' BOSS IS AN ASSHOLE!! THE LADY AT THE GROCERY STORE IS AND ASSHOLE!! THAT DUDE THAT CUTS YOU OFF ON THE FREEWAY IS AN ASSHOLE!! IM AN ASSHOLE!! THE END!! "WERE YOU BORN AN ASSHOLE, OR DID YOU WORK AT IT YOUR WHOLE LIFE?"

BOTH!!!

sorry to do this again... dialtone ...



thank you for realizing that the superiors have a huge inpact on customer service levels. my "el jefe" is a jerk. he's bipolar i swear... most people in my call center cant hang, and quit in a few months if they can even hang through training. most of them get lost, or get frustrated, or cant handle the monotony. he doesnt even let the dust settle on his previous changes before he changes them again. if verizon had a call center where i live, i might try it out. but.. they dont. sucks for me. i am not saying they are better, they are just different. grass is always greener. the morale in my call center sucks. we all hate it here. but we also have people from all the other companies that we compete with, and they say those all sucked too.. i guess no one wins. (btw....i dont mean as a service, i mean as a job.)

Kaya, somehow I seriously doubt the only customers that you are obnoxious and rude to are the ones that have unreasonable requests. That's just an educated guess based on my estimate of your character as judged by all of your previous posts. My favorite happens to be:

"when that person is nasty, rude and racist (trying to not be racist... most of customers from usa are like that)"

In a way I have to admire the solid steel cajones it takes to accuse others of bigotry in the same sentence you are declaring yourself to be a bigot in. Your argument is centered on the blatantly false pretense that ALL customer complaints are without merit and thus not worthy of your time. However, the vast majority of the complaints that have been expressed on this site have been reasonable ones.

I will use my own personal experience as an example. I was a former Adelphia customer and my toubles basically started when I got my HD STB. I am extremely particular about how my entertainment system is set up and unfortunately I was working on the day that the installer came out. My wife didn't know any better and made no objection when the kid proceeded to rip apart my entire system, install the box and leave with wires dangling everywhere and my sound system completely removed and sitting on the ground beside my TV, meaning I had no audio whatsoever for the television. When I called to complain I was told that TWC doesn't integrate their box into my system, they only install it and leave - amazing customer service there.

Then less than a month after, I started having issues where my broadband would take a shit for 4-6 hours once a week or so. My wife works from home, so that's a pretty serious issue if it happens at the wrong time. I called up and got a technician dispatched for three days later which wasn't a problem since it was my day off.

I actually spent that entire day in my garage refinishing an old dining room table. I finally called at 3pm asking for an update. The woman told me that the technician was by at 11am and nobody was home. This was somewhat of a shock to me seeing that any vehicle that drove up to my house is visible from where I was working not to mention anyone walking up to my house had to pass directly in front of the garage. I was advised that another tech couldn't be dispatched until the following tuesday since I missed the appointment.

Fast forward three months. Now I'm not only still having broadband issues, I'm also having tiling and audio sync issues on my plasma TV late at night. Multiple techs (including one contractor that was so grubby and dirty looking that I wouldn't even let him in the front door) could not find an issue as they were searching for it in the middle of the day despite me telling them the problem happens at night. (note, I never tell these techs that I have a strong video background myself, I prefer to make it a surprise after I they make some ridiculous statement that apparently most people fall for).

I was lied to by a tech that told me straight out that there was no such thing as a problem that happened at night but didn't happen in the day. I retorted by explaining to him a quick lesson in metallurgy and how it applies to the contraction and expansion of copper in coaxial cable as it heats during the day and cools at night. The lesson was apparently lost on him as he just stood there looking vaguely constipated when I was done. Apparently TWC sends their tech to the cut-rate training program where they figure it's not necessary to teach them why something works but only teach them how it works.

Fast forward six months to now. I have had a total of thirteen techs out to date. None of them have resolved the issue, two have shrugged and looked blissfully unintelligent as they explained they didn't know what was wrong but they didn't know how to fix it either. One looked at the one second audio delay and said "It doesn't look that bad to me" and then proceeded to give me the number of his supervisor which was a wrong number.

Unfortunately I live in a very steep valley where the mountains prevent a Dish or DirectTV signal from working properly, so until Verizon finishes running fiber here toward the end of the year, I'm stuck with TWC.

The point is, nothing I have asked to this point has ever in any way been unreasonable. My request from the beginning has been simple: provide the service you agreed upon and make good on your commitments. Instead I get unending bad attitudes and poor service from both technicians and customer representatives. I don't even demand 100% reliably service, but I DO demand 99% reliable service and I don't even come close to getting that. I finally canceled my broadband (My wife and I both have cellular broadband cards for our laptops) but I have to endure your television service a while longer.

Among customers I have a fairly uncommon position to compare my own company to TWC's and see what is different. TWC Savior's capslock alter-ego said that even I must complain sometimes and of course I do. Everyone has bad days and things that just piss them off, but the difference is that a customer or potential customer will never hear me talk about them. And no matter how someone treats me, you will never see me treat them poorly or give any lower level of customer service because of it - it's called having "integrity".

As TWC Savior pointed out, morale is low in call centers. That doesn't seem to be true for Verizon - or rather as a generalization it isn't true. I'm sure there are plenty of people that hate their jobs, but I have only gotten one person in the last couple months that's told me that their rep was rude to them.

The question is: What's the difference?

What is the factor that is either present or missing in the customer service dynamic of TWC that prevents them from exhibiting good customer service while other companies can? Pay could be a big part of it - I can only speak for field techs, but in my area the field techs at TWC make about 25% less than what we make. I don't feel that's it either - I have read more than one study that has said monetary incentives do not make someone provide good customer service if they are already disinclined to do so.

In the end, management must have a fairly large part to play. Not so much the manager that isn't firing Kaya's ass when she's rude to customers, but the middle managers that set policy, the ones that have allowed the customer service situation to escalate to being with.

you all need to get a life, who sits around and argues about a cable company...ha ha

I also am fed up with the convergence of media companies that have led to media-opoly. I have lived in NYC for the last several years and unfortunately subscribed to TimeWarnerCable. This company (worth about 72.50 billion dollars) absolutely is a pathetic waste of a company. My digital TV service was out for two months, awaiting a technician. Once a technician came to fix it, he couldn't - he needed to send someone else. well, that someone else never came. I finally called TWC to complain and had to wait three hours (on hold, folks) to speak with a supervisor, who guess what - couldn't fix the issue. I have never been so angry in my entire life. I wrote letters to the COO, the better business bureau, NYC's dept of telecommunications, and TWC research department. I only got a response from the research dept, who was very nice and apologized profusely (the first and only apology i ever received from TWC). Still, the problem wasn't fixed - finally, I cancelled the service with TWC. Here's the kicker, I was thrilled to not be a part of the TWC family, but I moved to Chicago in September to start a graduate program in Communication and I signed up for Comcast. This is hilarious - a subsidiary of TWC. I should have investigated further, but I didn't so shame on me. My cable tv worked fine but oh, here's a surprise I had difficulties daily with my wireless network. Oh, and I had to wait three weeks for the equipment, which they "didn't have." I went out and bought my own equipment, cancelled the service and now and affiliated with AT & T for all of my cable, internet, and phone needs. Take it from me, I will not EVER subscribe to any of their services ever again.

THIS MAY NOT COME AS A SHOCK TO ANY OF YOU. I AM A CONTRACTOR FOR TIME WARNER, AND MUST SAY THEIR CUSTOMER SERVICE SUCKS!!!!! BUT IT IS NOT THE TECHS FAULT ALL THE TIME...... THEY OVER BOOK US, EXPECT US TO MAKE EVERY CALL ON TIME AND IN THE PROCESS EXPECT US TO MAINTAIN THEIR 92% QUALITY RATING... NOT GOING TO HAPPEN!!! I KNOW SOME PEOPL HAVE HAD PROBLEMS WITH CONTRACTORS BUT THE COMPANY I WORK FOR HAS BEEN AROUND FOR 30+ YEARS WE KNOW WHAT WE ARE DOING!!! I QUESTION WHEN, WHERE AND HOW TIME WARNER HIRES THEIR EMPLOYEES. NOT ALL BUT MOST! I HAVE BEEN TO NUMEROUS JOBS WHERE IF THE TWC TECH WOULD HAVE SPENT A LITTLE MORE TIME REBUILDING THE PROBLEM WOULD HAVE BEEN FIXED THE FIRST TIME THAT WE HAD AN APPOINTMEN OUT THERE INSTEAD OF THE 10NTH TIME.... UNDERSTADABLE THAT THE CUSTOMER IS GOING TO BE PISSED OFF BUT IF YOU CAN MANAGE YOURSELF PROPERLY AND CALM THE CUSTOMER DOWN AND ACTUALLY TAKE THE TIME TO FIX IT PROPERLY THEN YOU WOULDN'T HAVE CUSTOMERS POSTING COMMENTS ON HOW MUCH TIME WARNER SUCKS!! BUT IT WILL NEVER HAPPEN!!!!!!!!!!!!!!!!!!!!!!!!!! I DROPPED ALL OF MY SERVICES WITH TIME WARNER AND WENT WITH NO OTHER COMPANIES DUE TO SOME ISSUES I HAD WITH THEM, LET ME TELL YOU DISH IS NOT ANY BETTER!!!! THEN A DSR(DIRECT SERVICE REP) CAME TO MY HOME AND FED ME A LINE OF BS, I LOOKED AT HIM SAID LOOK I CONTRACT FOR YOU DONT BULLSHIT ME CALLED HIS SUPERVISOR AND HAD A NICE LENGTHY CHAT WITH HIM THE GUY WAS FIRED.....IF A DSR COMES KNOCKING ON YOUR DOOR, GET IT IN WRITING WHAT EVER HE/SHE TELLS YOU 90% OF THE TIME IT IS NOT TRUE.. IF A CSR TELLS YOU THAT WE CAN DO IT DON'T COUNT ON IT, THEY WILL TELL YOU WE WILL BRING IN HELLICOPTERS TO STRING CABLE NOT TRUE!!!
AS FOR YOUR DVD/DVR/VCR COMBOS THAT IS BEST BUYS JOB TO HOOK UP NOT OURS! YOUR SPLITTERS FROM WALMART GUARANTEE ITS GOING TO CAUSE PROBLEMS, MOVING YOUR PHONE MODEM, RR MODEM OR ANY OTHER TWC EQUIPMENT WILL CAUSE YOU PROBLEMS.....NEXT TIME A TWC EMPLOYEE COMES TO YOUR HOUSE TO FIX A PROBLEM AND ITS STILL NOT FIXED TELL THEM TO STOP BEING LAZY!!!

HOPE AND PRAY YOU GET A TWC EMPLOYEE OR A CONTRACTOR THAT KNOW WHAT THEY ARE DOING TO GET THE JOB DONE PROPERLY ( DON'T COUNT ON IT IF IT IS A TWC EMPLOYEE)

ok... let´s go by parts, Dialtone:

1- i´m not rude with customers. Even when they call to ask for stupid request as (i didnt know i ordered movie tier 2 YEARS ago and i want credit for those 2 years...), i ALWAYS try to be nice because it´s my job. If i think they´re stupid..thats a different thing... but just because it´s my job..i always try to be the nicest rep.

2- "cajones " ??? dont try to speak in spanish... that word doesnt exist..

3 - argument is centered on the blatantly false pretense that ALL customer complaints are without merit and thus not worthy of your time.
I didnt say that... i just said that 95% of the calls... are because they want promotions for no reason, they want credit for no reason, the box is not working becuase the POWER BUTTON is off.... even a woman that called to said: the tech rape me and i want credit for that (WTF??)

4 - my wife works from home - if your wife works at home with twc service, she should have a commercial acc. not residential...

5 - take a look of what you wrote:

- he woman told me that the technician was by at 11am and nobody was home - if we have in the system that msg from tech...and is not true..is not customer service fault... is tech´s fault, he is lying.... so dont blame reps... we just have that inf. in the system
-
also having tiling and audio sync issues on my plasma TV late at night - if servicee fails...again..not cust service fault.. we just try to fix it.........if WE CAN... most of the time you need a tech....again..not our faul
- ultiple techs (including one contractor that was so grubby and dirty looking that I wouldn't even let him in the front door) could not find an issue - again.......tech´s fault...not cust service
- I was lied to by a tech that told me straight out that there was no such thing as a problem that happened at night but didn't happen in the day - tech´s lie...not cust service
- Apparently TWC sends their tech to the cut-rate training program where they figure it's not necessary to teach them why something works but only teach them how it works. - that´s dispach decision.... anoter DEPARTMENT...NOT customer service...so stop blaming reps
-I have had a total of thirteen techs out to date. None of them have resolved the issue, two have shrugged and looked blissfully unintelligent as they explained they didn't know what was wrong but they didn't know how to fix it either. One looked at the one second audio delay and said "It doesn't look that bad to me" and then proceeded to give me the number of his supervisor which was a wrong number. - again........ tech..not rep...

do you see my point??????

i´m not saying there is not cust who have real problems with service... tw sucks... and, as i told you and others so many times... we (not all.. in every company you have all kind of employees) try to help customers if the have real problems.
morale is low in call centers??? of course... this job is dangerous for health, the salary sucks..and the customers are rude, racist, and with an irracional really high ego...

you blamed the supervisor... my dear dialtone...the supervisor is always another rep.... and they have the same system that we have...

" must complain "----- we dont have a complain department...everytime you call... the ´complain´ is a simply note in your acc like (cust. was upset............ cust was rude....etc). we put every rude answer, every racist comment... so every rep know the kind of person you are

"customers are rude, racist, and with an irracional really high ego..."

I rest my case.

What I actually LOVE about Time Warner Cable is the advertisements for on-demand programming. The video quality is degraded from poor duplication on bad gear, the dialog and direction is amateurish, and the audio sounds like it's being sent through a pool of gravy. I wish all of the actors would wear clown shoes, which are great and comfortable.
Yours in Christ, Robert Savoir-Faire.

I just got a new install of the dvr digital cable thats going to cost me $70 a month. No problem, except for the fucking guy left without it working, saying it was down & will come on soon. Several hours have passed, still NO TV! At least before this guy showed, I had BASIC CABLE. NOw I dont even have THAT. WHILE WRITING THIS IVE BEEN ON HOLD FOR AT LEAST 20 MINUTES!!!
I'D SEND THEM AN EMAIL BUT THEY WONT ALLOW THEM??? THIS IS SOME PRETTY FUCKED UP BUSINESS THEYRE DOIN!!!

Once again Kaya, you amuse the hell out of me with how you complain about other people's bigotry at the same time you are being a bigot yourself.

Those in glass houses and all that...

And as you are so fond of saying "do you see my point?" No, I don't see your point. I do not see a disparity between different departments of Time-Warner. I would find it refreshing to see a customer rep who takes responsibility for the actions of their co-workers. I just get pissed off when I see unprofessional people such as yourself who try to cast blame off on someone else. Your job is to solve problems, not to assign blame for them.

Let me repeat the word again: I-N-T-E-G-R-I-T-Y.

It's easy to take responsibility for something you screwed up yourself, it takes integrity to take responsibility for the actions of your co-workers. Your customers don't care that it wasn't you that caused their problem, all they care about is that it was Time-Warner that caused their problem and like it or not, YOU are Time-Warner.

Here here, Dialtone. Great point.

As I said it months ago:

"I will not accept that a jerk a-hole moron who treats a customer poorly should be given slack because the company sucks. The company IS the people, down to the last idiot on the phone."

Posted by: bob at August 14, 2007 5:28 PM

for fire victims in san diego...

i dont know if you know this but 1.5k homes were lost and over 1M people have been evacuated. You think TWC doesnt care about their customers? really? Try this on for size.. My division services SD and the surrounding areas...

We are doing the following for those who have lost their homes

* Accounts will be cleared of all charges after 10/22
* All damaged or lost equipment are going to be comped
* Accounts will be placed on a zero rate status until customers move back to either the original address, or until they relocate
* TWC will hold their Home Phone number for an indefinite period
*TWC will hold their email addresses for an indefinite period
* In addition, once they are ready to restore services, TWC will give them one month of services, regardless of service level, at no charge.

we are also sending teams of volunteers from the call center for a week to help out.. Just a little FYI... We do care.

Here's my rant...TWC took over for bankrupt embezzlement-filled Adelphia about a year and ? ago, I have been a DirecTV subscriber since '99 (they don't raise their rates!) but have now broke down and ordered RoadRunner as they are the only choice for me as DSL is N/A and a dish is ridiculously expensive ($250 for equipment, $80/month, 24 month minimum). They said someone will be there between 5-7PM. I get home from work a little late b/c of traffic at 5:04 and I find a note on my door saying "Sorry we missed you, we were here until 5:10(!)" Bullsh*t. I walk in my house, and TWC called at exactly 5:00 to say, we're outside but you're not home, call back to reschedule. The assh*le didn't even wait 5 f*cking minutes! So I call the number hoping to get through right away so the d*ck could turn around as he was probably 2 blocks away by that point, and because it's TWC I end up holding for 20 minutes. The rep who wouldn't give a sh*t if my house was on fire and she was 911 says you'll have to reschedule, he's already on his last job for the day. I said my time was scheduled until 7. What happens when he gets out early because he got out of doing my job? The rep smugly says "I can't answer that sir". I said well, now I don't even know if I want the service as I don't appreciate how I'm being treated and I'm not even a customer yet! The rep says "I'm sorry you feel that way." No offer to make it up or anything! The guy probably showed up at 4:50 and took off at 5:01 so he could get to the bar early!
We should be able to vote on what cable company operates in our area! I HATE TIME WARNER!!!

you guys are crying babies go use someting else and stop crying u pussys

time warner cable SUCKS!!!

For all their self praising commercials you'd think they'd actually have good service and product. WRONG!!! I moved and had an appointment to connect my internet and cable with time warner. They missed the appointment and freaking lied that no one was home, even though I was literally waiting in front of the window all day long with both my phones in front of me! I called and they said I have to wait two more days for a new appointment, and that the next guy will be there from 12 to 5pm.
Well,on that day at five I call them, because, you guessed it, NO ONE SHOWED UP AGAIN. The cstrmr. service rep told us the guy did show up and called, but no one was home once again! LIAR!! And the description of the house he gave her was not mine, and NO ONE CALLED.
She told me to call back at six If he doesn't show up, and when I did, some other rep said their dispatch just closed and they can't do anything for ANOTHER few days!! Finally, a few days later,a guy finally shows up. After he connected the cable I ask him, well are you gonna connect the internet? and he says its not on his work order!!!! so once again, I had to wait another week for another asshole to come and connect our internet!
And that's not even all. Both services work crappy! Half the time our on demand says "unavailable" for some reason, and now, every time I start up my computer, and try to get on the internet, it says it can't locate the server and I have to unplug the modem and restart my computer every single time for it to connect! And when I called they said it was my computer thats not picking up the signal, and not them. which is very strange since I used to have verizon internet for years and MY INTERNET HASNT A HAD A SINGLE PROBLEM WITH THEM. EVER.

I'M A TWC EMPLOYEE AND WE DO SURELY VALUE YOU ALL AS CUSTOMERS. IT'S NOBODY'S FAULT THAT YOU ARE UNSATISFIED WITH YOUR SERVICE. EITHER GET OVER IT OR SWITCH PROVIDER'S, BUT IN TURN YOU WILL LEARN THAT WHEN YOU GET UNDERNEATH ANY OTHER PROVIDER, THINGS ARE NOT ANY BETTER. YOU WILL HAVE CONTRACTS, COMMON SERVICE INTERRUPTIONS, AND HAVE TO PAY FOR EVERY SERVICE CALL. TIME WARNER IS NOT PERFECT AND WE ARE NOT GOING TO BECOME ANYTHING BETTER THAN WHAT IS EXPECTED BY THE MAJORITY.

so I'm watching the world series and every other second our DVR skips or mutes itself. its more fustrating on shows and games when you cant read lips. I called customer service and the guy must be knew and had such a thick accent that i had to ask him to repeat himself every other sentence. Boo to you TWC and your customer service people who probably read a little book with what to say instead of actually listening and trying to fix the problem. Do they send their calls out of the country now like half the other bullshit companies?? Go Rockies! If the cable even stays on long enough to finish the game...

just read the most heartfelt incident of a woman in sc who's 4 year old daughter attempted to hang herself due to a show called my gym partner is a monkey on cartoon network which is owned by time warner// the lady goes on to say that CN has not even responded or contacted her// I live in GA and I am disgusted by this// as a parent myself I can truly sympathize with this woman// the sad thing is that i do not think she is even looking for money but some acknowledgement and support from CN// this is sad// we blame tv, music for everything we do but when a 4 year old does this who is blame// the mother the network who//

TWC Agents comments don't even acknowledge the real issue here - it isn't with 'inevitable' service interruptions, it's with the disregard for a customer's expectations, and what they are entitled to in terms of those expectations, and with the overriding attitude of carelessness and downright hostility that comes crawling through the phone from a seemingly vast majority of TWC employees. I've never complained here about equipment or interruptions - and if you really read these entries you'll find the same. I've complained about human interaction. And it seems that 5 out of 6 TWC employees who pipe in here confirm my assumption: TWC is rotten to the core. Good or bad gear, good or bad connections, the PEOPLE are by and large unforgivably nasty.

I finally fired Time-Warner last week. I bought my wife a Verizon Wireless broadband card for her laptop so we can continue to get internet service until FiOS is available in our area and we have so many DVD's that I think we can survive six months without television.

The woman who canceled the service asked me "Is there anything I can do to keep you from stopping your service?" to which I replied: "Yeah, you could have fixed my problem at any time in the thirty service calls I've had in the last two years."

I'm so glad to be free of those assholes, I invite others to do the same.

"I do not see a disparity between different departments of Time-Warner. I would find it refreshing to see a customer rep who takes responsibility for the actions of their co-workers. "

of course not.... it´s too much to ask for a customer to try to see how is for us being in the other side of the line... it´s more easy insult, yell and cry about how nasty we are, as bob does in every post.

No... i´m not going to take responsability for the actions of my co-workers....that´s not integrity.. please, learn the meaning of that word before use it...

i do my job, i always try to be nice with cust and i don´t lie them.... if others reps. dont do they jobs... it´s NOT my responsability, all I can to is try to fix it IF the system let me do that. I cant do magic just because tech lie and told us you were not at home and invent a sooner app.

The post above reveals a breakdown in the TWC employee's perception of reality. A fundamental confusion of interaction with customers on the phone with the input of visitors to this website. Interesting, and truly sad.

And for one who demands the understaning of the word "integrity," there sure seems to be a lot of misspellings & grammatical errors. Again, sad.

It might be that TWC needs to provide psychiatric treatment for its patients. At least one or two of them seem to be ready for a visit to a funny farm. Tsk.

Amen to that Bob.

I remember that this was a fundamental breakdown that Verizon (well, back then GTE) experienced about ten years ago. The company has trouble finding good candidates for customer service reps so they simply start hiring anyone who is marginally qualified - No more personality tests, no more problems solving tests, they even took away the typing test. What they were left with was basically a whole office full of Kayas; customer reps who didn't care about anything but collecting a paycheck with a bare minimum of work and to hell with the customers.

Fortunately, about five years ago they learned their mistake and returned to the old system of vetting candidates for rep jobs with the line of personality tests that have been proven to be good indicators of how someone will function in such a job. Sure it takes a lot more interviewees to find a qualified candidate, but at least that we you know you are getting someone who is going to do the job halfway decently. The kind of rep who can fix three people's problems in the time it takes Kaya to whine and complain about how it isn't her job to fix one person's problem.

The other thing is, when they find reps who actually do their job well they promote them immediately into other departments where they don't have to deal with whiny, hostile, arrogant customers.

Kim, that sounds like a fantastic way to run a company to me. Thank you. When they are promoted, do they get to 'deal' with whiny, hostile, arrogant fellow employees instead?

Warm thoughts.

bob

I work for a callcenter that works for TWC. I could not care less if anybody uses TWC or not. Wanna threaten with cancellation? Go ahead, one less irate person blaming me for something they or someone else has done, and if the worst should happen, and everybody on the planet leaves TWC, good enough, my center will just pick up another campaign, no skin off of my nose. In fact, please do leave it, the less irate people the better, XD

Wonderful, Justin. Your attitude is a fine example of top-notch customer care and model for managers, CEOs and other go-getters in this great country of ours.

I recall a restaurant owner who's establisment nestled along the highway on the road to a famous resort. It was a well-known stopping point and, frankly, the ONLY place to get anything to eat for miles. He seems to have felt pretty much the same way about customers as you. His specialty was rancid split pea soup, which he served in big, dirty, crusty bowls to hundreds of busloads of travellers every season. Once the travellers had had their initial spoonfuls of the sickening glop, they headed for the restrooms, turning greener than the soup and vomitting on fellow diners. When queried as to the wisdom of serving poisonous meals to his clientele, the owner of the restaurant was heard to say, "So be it, get those weak-stomached ninnies out of here. There's another busload of travellers right behind them!"

LMAO, that's awesome!!!

The funniest thing is that I've already googled TWC sucks (just for a laugh while I work), as well as AT&T sucks, verizon sucks, earthlink sucks, even former ones that TWC bought out like comcast and adelphia. I think the truth of the matter is, where we live in an age where no one is impressed with anything, no matter what ISP you go with, you will run into problems somewhere along the line. I actually live in Canada, and I have 2 choices for an ISP in my particular province, just 2, Rogers and Aliant, one takes absolute control of your package, similar to TWC, and the other is notorious for adding charges for ridiculous reasons, so all I can say is "meh". Not all of my customers are irate, in fact, I actually like getting people that are angry with someone that they had just been talking to, ause they usually are all the happier after I actually FIX their problem. Yes there are retards working for TWC, yes there are retards that call TWC, but what can one do about it? nothing. Correction, blog about it, and here we are. (all spelling mistakes were done on purpose I swear, :D)

At this point some of us blogging TWC customer "retards" would just appreciate civility, which seems to be the first thing to disappear once the connection between one's paycheck and how one does one's job is lost.

Yep everything breaks. Yep service is interrupted. Yep people get upset when their bill is sent to the wrong address but the late notices aren't. When their modems reset every hour because the signal has been split 19 times between the street and their apartment. When the rep on the phone verbally abuses them for expecting SOMETHING for their $112 bucks a month - if not perfect signals than AT LEAST, AT LEAST some friendly commisiration. But no, that seems to be beyond the comprehension of some people here. There is comfort in knowing that at least those people will likely never succeed unless a lottery ticket falls in their laps. .

I 100% AGREE WITH JUSTIN! LEAVE IF YOU WANT, AND THE EASIEST WAY TO LEAVE IS TO CHOKE THE PEOPLE @ THE LOCAL OFFICE. CALLING IN WILL NEVER SOLVE ANY OF YOUR MAJOR PROBLEMS!

I do my best to help the customers for twc. I may be one of the few, but I help to the best of my ability. I don't work for the local office of any division, I work for the national help desk for all the divisions, and I find myself on 1 or even 2 hour calls sometimes, but it doesn't matter, if I can get them online to see the new pics of a newborn relative, contact an old friend, whatever the case may be, I try my best. We do have an average handle time to watch out for, you get fired if your calls are just taking too long, and it is pretty hard sometimes to balance out that and customer satisfaction, I'm always happy to talk to people, and when I get someone that's angry with service or someone they've just dealt with, my attitude normally calms them down or even cheers them up. I never "pass the buck" if someone needs to talk with linksys because we don't go that far into linksys router configuration, then that's what we have to do, it's the rules. Some people take it as PTB, and I would too if I were already upset, but instead of transferring to different tiers, I usually get my customer to hang on while I talk to them, so they don't have to get used to another person. My customers like me, and I can tell it in their voice. Bottom line, whether you're a customer or rep, you get what you give.

74068, you're one of the very few checking in here from TWC that sounds normal and friendly. Good job. Thank you.

you're welcome Bob, I do hope that you find a siutable provider eventually if you haven't yet.
I won't be here forever, this is just one of the bottom rungs of the ladder I have to climb before I get something better for a career. Hopefully when I try to apply for an actual career the guy reading my resume won't be one of the people affected negatively by this company otherwise I'll never get anywhere, lol.

Some co-workers were discussing the overwhelming tendency these days of really really poor attitude on the part of telephone help. This was brought on by a call one of us had to make where a credit card purchase seemed suspect and the customer needed to inquire what, exactly, the purchase was. They called the vendor (not the credit card company) and the person on the other end of the phone was rude and impatient with the customer (who was being billed $80 for something and simply wanted to know what that something was).

In our discussion it was offered that the demographic of people occupying these jobs would fall under the category of the "Age of Entitlement." These twenty-somethings have grown up believing the world is one giant menu and they are simply customers of their existence. They have little sense of personal responsibility for their success or failure. If they fail it's somebody else's fault (boss, school, parents, "THEM). If they succeed it was due to their incredible talent and nobody helped. Entitlement is sense you see a lot of in teenaged people. I remember feeling that way, and I'm well over 40. But it seems that the post-GenX people, who we'll call the "GenE"s, haven't grown out of it - they remain convinced that society, the world, and everyone they meet are simply servants to their future.

I don't think this is simply one company, or corporate culture. It's society as a whole.

Yep ... Time Warner SUCKS. I had digital phone service installed just 12 hours ago ... and it only worked for about an hour since.

At first, the tech showed up with only the phone order ... NOT the order to upgrade the cable ... but he ended up doing both. After he left, I realized that I could only make calls ... I could not receive any. Since the salesperson misled me about a couple of details, I did worry that maybe incoming calls weren't included in my plan. (Just kidding ... mostly). After a few calls (and lots of holding) I got a call back saying they would try to fix it offsite in the next 35 minutes. When I called home an hour later, I did get my answering machine, so I assumed it was all fixed. A few hours later, I found out that I had neither incoming or outgoing service. No dail tone ... nothing. Again, I had trouble getting through to tech support. One woman put me on hold and NEVER came back. I held for over 20 minutes. Finally, I called back and was told someone will be out tomorrow. I am hoping they can fix it ... but so far, I don't have a lot of faith in Time Warner. If it's not fixed, I'll be changing phone ... and cable ... companies very soon. They obviously have NO customer support ... and no respect for customersl

Janice... when a rep put you on hold for so much time....................... means that is transfering you to the right department (if we live someone on hold for more than 3 minutes when is not a transfer... we are in trouble).... and the transfer to tier 3 (or pac) for phone service or level 2 for hso service always takes hours... that´s not rep´s fault.. it´s a different department...

Was Janice blaming a rep, Kaya? You know some of the criticism here shouldn't be taken so personally - TWC sucks from top to bottom - not just because of some bad reps but bad systems too, including leaving anyone on hold for hours. That's just wrong. So it ain' the rep's fault. Does ANYBODY take responsibility for ANYTHING ANYMORE?

Its messed up that TWC bought out Comcast and Adelphia! It's the only cable company available in my area so I have no choice but to take their crap. It feels like someone came up while the rest of us got screwed.
I also agree with Sherman. We're talking about the WHOLE company being faulty, technology, bad systems,ect. not JUST cstmr service. But you know what? I think half of these people wouldn't even be on this site if the cstmr service was at least slightly decent.

the other day every time I tried to transfer someone in our NEO (north east Ohio) division, my phone would just send me and my customer to Bellville, Ontario national help desk. Very wierd, you can imagine having to explain to my customer that my phone won't let me help to transfer...there's things that go wrong with the software all the time, but sometimes it comes from poorly-trained people, sad to say, some calls I get from someone in the local office of a division, and they sound like they hate their job and they're transferring someone to me for the totally wrong reasons, for reasons that they could take care of themselves, because that's what we here at the National help desk transfer people to them for, I just don't get it sometimes.

i say turn off your tv's and go outside. thats a great idea!! bring a hammock!!

"Go outside" has been said here 5 times before at least. Not very original as a slam -- but I can see how it would make sense to say if at a loss for anything original.

If you bought tires and they were so defective that they constantly went flat, Mr Goodyear would love a rep saying, "So what you have another flat - go outside and take a walk to work."

You're flying in a plane and the wings fall off. The pilot advices - "Go outside and fall to your death, whiner!"

You buy a ream of paper for the printer so you can print a resume because you've been fired from TWC, and it is damp and doesn't even feed into the printer because it's the wrong size. Staples rep: "Go outside and draw on the sidewalk, whiner."

This place has easily the worst customer support. Every time I call in I have to wait 30 minutes before I even get to explain my situation.

jake....again... if you have to wait 30 minutes... is because we have hundreds of calls per minute... most of them blaming why they cant have another extension in their bill (when he is ONLY 60 days delay..) or because they want new promotions... or our favorites: why my ""·$"$· cable is not working? turn on the power, sr......... oh..it´s working..awesome...

I, A TIME WARNER REP HAVE FIRST HAND EXPERIENCE. MY JOB IS AT STAKE EVERYTIME A CUSTOMER CALLS IN WITH COMPLAINTS. IF YOU ARE GOING TO DISCO, OR REMOVE ANYTHING, YOUR HURTING US. WE ARE PEOPLE JUST LIKE YOU. IF WE DONT KEEP YOU BY TELLING YOU WHAT IS BEST ABOUT YOUR SERVICES, AND WE DONT KEEP ENOUGH PEOPLE AT THE "RIGHT" LEVEL OF SERVICE, THEN WE GET FIRED, AND I HAVE A CAR PYMNT, CAR INSURANCE, TRYING TO GET AN EDUCATION, AND AN EXTREMELY STRESSFUL JOB. WE COULD ALL HELP EACH OTHER OUT BY BEING NICE, BUT THE ABSOLUTE BEST WAY TO DISCO IF YOU ARE MAD IS TO GO TO THE LOCAL OFFICE. THIER THE ONLY ONES THAT WORK DIRECTLY FOR TIME WARNER. I DON'T LIKE THE COMPANY ITSELF. THE PERCENTAGES THAT THEY WANT US TO MEET ARE RIDICULOUS. RIGHT NOW PEOPLE ARE TRYING TO GET ME TO STAY IN THIS PRISON, BUT I'M BEGGINING TO LOOK FOR ANOTHER BECAUSE IT DOES NOT PAY ENOUGH TO DEAL WITH THE THOUSANDS OF CRAZY PEOPLE THAT CALL IN EVERY DAY.

Does anyone remember a tall Cuban man named Ralin Campoamor. Back in early 90s he worked for Time Warner. Not sure in what capacity. He said he was an engineer I think. He lived in Corona, NY or Elmhurst again not certain but I'd like to reach out to reminisce about old times. I lost track of him over 10 years ago. Please reply with any info.
Thank you,
jewelkey@bellsouth.net

TWC Agent: civility does indeed work both ways, does it not? So we unhappy customers could say the same: be nice to us. The fact is many of you aren't. I'm not just going on my experience (for the record 4 out of 5 calls with your company have been horrible experiences and I wasn't the instigator. I was neither angry nor rude. But your co-workers sure were. Chicken or egg? Whatever, your company sucks.

Well... Bob.. why dont you and the others cust start being nice with the reps..? after all........... you are who need help from us...

geez bob they just keep throwing fuel on your fire don't they?

"You are who need help from us..."

As a matter of fact I don't need anything from reps on this board, and only ask for civility when I call them. It's their job to be civil. It's my privilege to pay for services that work - and part of that service is CUSTOMER service. Worded slightly differently: civility by customer service is part of what I pay for. Period.

WELL U DO KNOW THAT WE DONT WORK DIRECTLY FOR TIME WARNER. ITS ANOTHER COMPANY THATS TAKIN ALL OF YOUR CALLS. HERES AN EXAMPLE OF SOME AVERAGE NOTES ON YOUR ACCOUNT:

CUST CALLING IN TO DISCO SRV. CUST NOT VERY PLEASED W SRV AT ALL. CUST NEVER WANTS TO COME BACK TO TIME WARNER CABLE BECAUSE THE SEVERITY OF THE NON SERVICED PERIOD HAS BEEN LONER THAN THAT OF THE ACTUAL SERVICE THAT THE CUST IS BEING CHARGED FOR SRV THAT ARE NOT EVEN ABLE TO BE USED. CUST CANNOT BE KEPT AT THE SAME LEVEL WHEN IT COMES TO SRV NOT WORKING. CUST WILL BE GOING TO THE LOCAL OFFICE TO CHOKE THE PEOPLE THAT REFUSE TO GIVE QUALITY CARE...............TW

BUT DONT TAKE IT PERSONAL. WE DO CARE ABOUT DOING WHAT IS REQUIRED OF US. I DO NOTHING LESS THAN MY JOB.

Service is service any where you go dish network, direct tv, time Waner , verizon and sow on. that would be your problem is you accepted the answer the rep gave you, I would hold on till I get what I want because I am the paying customer. no butts about it. speak too a supervisor. call back even if it is 20 time, you call back and demand good service. and do not take no for a answers.

they get your money every month right. Than you demand good service.

Good points. Have you ever asked for a supervisor and then had the rep laugh at you? That's actually happened to me. Actually, on this page, one of the wonderful reps who chimed in here recounted a similar practice, along with warning customers that "we have your credit info" etc - basically implying that they would f&*k with their credit. It was an idle threat - that rep is a cowardly stupid human piece of trash. But that said, it was written here. Yes, ask for a supervisor, demand satisfaction, and listen as the rep hangs up on you. Happens all the time. Customer service is a lost concept with these neanderthals.

The majority of my calls as a twc rep are from Customers that refuse to troubleshoot, have disconnected the equipment, tried to install it themselves or change it, just to save an install fee, then spend 2 hrs on the phone telling me they are not morons and that they have graduated college, in the end they usually dont have anything connected correctly and have changed the settings on their tv to make it non-functional, they expect us to support their dvd,vcr,pvr,stereo, and tivo even though it is not our equipment, They are morons, thats about 50% of the calls, the rest are people that can't seem to figure out how to turn on the tv, work the remote, order a movie etc, and only about .5% are for customers that have ongoing issues that haven't been resolved, I am nice to every single one of them and go out of my way to resolve their issues, and get a clue, if you can get online and your xbox isnt connecting to your servers, call MS, TWC does not block xbox or any internet related ports etc. Me I dont think TWC sucks, I think 95% of all people suck and shouldn't be breathing my air. nuff said

"As a matter of fact I don't need anything from reps on this board, and only ask for civility when I call them"

Bob... if you dont need help............ WHY do you call time warner? just because it´s really fun to talk with reps?

Logical - Since you can't even read the sentence your quoting, I won't bother to answer the question your question.

Everyday what is confirmed on this board is that TWC employees 1) don't care about service 2) hate customers 3) are rude and completely in denial that their actions and personalities directly affect their success - or failure - in life.

"logical" - Since you clearly can't even comprehend the sentence you quote, I won't bother to answer your question.

Everyday what is confirmed on this board is that TWC employees 1) don't care about service 2) hate customers 3) are rude and completely in denial that their actions and personalities directly affect their success - or failure - in life. Your disdain and disregard for the people you interact with will come back to haunt you in your lives: you will fail at everything difficult and challenging in your lives until you wake up.

Here's a shocker! My TWC just went out again for the 4th time in a week. TWC SUCKS!!!!!

If you think it sucks get some other service dish, direct tv, and by the way, there are new laws now that allow other cable companies to compete in the same areas. How much do other cable companies suck if they don't have what it takes to compete, try going to verizon, you'll find out what crappy service is.

To put your statement into a nice marketing slogan, oggie, it might be,

"Time Warner Cable:
We don't try harder, because nobody else does! Sign up today and discover how much everybody else sucks too!"

I remember working near one of the restrants staff who took great pleasure in spitting in the food of its patrons. Why not? Every single one of those f'ing customers were just stoopid a-hole retarded nasty clownshoe cowbrains who only complained, always argyood about their bills (all of them did this) and never treated anyone nice, even though if they did, we wouldn�t spit in their food. All�s they had to do is not complain. F'ers. Let them eat somewhere else, or eat my spit, where the food sucks anyway, even if they don�t get spit in their food. Stoopid f'ers.

Some people are just born with that disposition I guess, I have really horrible people call up and treat me like crap, but the way I look at it is, "well, at least I don't have to spend my entire life as that type of person". When I get someone who wants to take out their aggression on me from getting bad service or being transferred 174 times in 1 day, I go ahead and let them while I finish my crossword puzzle, let them blow off some steam, then begin troubleshooting, after they have calmed down, and not to toot my own horn, but I rock at fixing Internet connections, so they are usually happy again and saying things like "bless your heart sonny" before I let them go, lol. If an agent is giving you crap, just hang up and call back till you get someone that sounds nice, that is, if you actually have the time to waste, which I know not too many do, but IF.......is all I'm saying. A smile can get you through nearly any difficult situation, even if it is a fake one.

I disagree, Bob... I dont like customers in general.. their complains are just because...the like to complain about ...life.. it`s part of the nature of people of usa... and no.. my life is very nice, thanks... i´m not going to fail about that.... actually... i really don`t care about that pseudo-job... i used to...but customers with your actitude makes me, and others feel...that it´s the same..you´re always going to be rude, racist and nasty with people, even when we try to be nice... so..why i should care about you?

On demand service has not worked for 2 weeks usual routine unplug the cable box and wait, reconnect power and see if fixed. Just spent 25 minutes on hold finally someone who barely spoke English answered. He said they were experiencing problems - I sadi did you not hear me - this has been going on for 2 weeks, told him we still had same problem. Did routine again with him on line, still was not working so he told me to hold on he will transfer me. After a few seconds got message that call did not go through and was disconnected! After >30 min of my time still no resolution. In past two years our service from TWC has been less than adequate. problems just linger. In fact I am on hold now trying to call back. The picture is breaking up in little squares also. Now after 10 more minutes on hold a message came on - due to call volume we cannot take your call and I was disconnected. This is BS. It is inexcusable to end up not getting helped and TWC Lord of Sevice suggest call back you are truly an idiot. May your car quit on the highway in the dark, in a snowstorm becasue your gas is contamintaed and may your cwll phone drop out just as you think you are about to get a hold of someone to help. A week does not go by without some issues with TWC service such as suddenly our phone service goes out in the middle of a call for no reason, then stays off for hours. TWC is a poorly run company with inferior infra-structur, inferior employees, and even more inferior management. Direct TV here I come

I have had TWC for several years now. My general rule of thumb for them has always been that they are fine as long as nothing goes wrong and I don't have to actually deal with anyone that works there.

This morning, I received a note on my door telling me that my cable service has been stopped. Thrilled, I called the customer service line. I find out that I have not been paying for cable, only roadrunner. FOR THREE YEARS! Ok, I can understand that they want their money. No problem there. How about actually calling me and asking me to begin paying for it, rather than just cutting it off? So I sign up for the cable service and find out that I have to wait two days before someone can come out, even though they've already charged me up front for the service.

When I asked to speak to a supervisor, the previously pleasant lady I was talking to told me she would not connect me because they would just tell me the same thing. Now, in a fit of rage I hung up and ordered my delayed lunch. I call back and speak to a supervisor who is kind enough to call my local office to see if they can bump up the install time. Of course they can't. Why would they want to do that? I asked her if she could provide some kind of compensation, a few bucks off my months bill for the trouble. Of course not, it's not her department.

Now I have to wait on a response from my email to their office detailing my wonderful experience, and am awaiting a call I will most likely not receive. I am not giving up though. It is by no means the first unpleasant experience I have had. If there was not a cable monopoly by Time Warner in my area, I would gladly switch to a competitor on principle alone. Sadly, there is not.

Having worked for a crappy company myself, I also feel some pity for the employees of TWC. Reading some of the posts, there are obviously some serious issues that cause such poor customer service.

I hate monopolies.

As a former employee of TWC I have to say that customers are right (well some of the time) and that the service truly does stink. For instance, Video On demand works when it wants to and outages happen all the time, but on the other end as a Customer service employee, we can only do so much. It's not the person you speak to over the phone that gives you the bad services, it's the hierarchy that should be placed with the blame. They know they issued bad equipment and bad service but, do they care? I'd guarantee you if they were to get calls such as a rep they would take a whole different approach in the way the company is run top to bottom.But no, they let reps handle there fuck ups. I can admit working there was like a zoo, the call volume was always high at all times of the day , meaning no cust service reps would have a chance to breath unless they went on a break because the calls kept coming in non-stop all-day, everyday. I'd say anyone that is human would be fed up with the same bullshit over and over again!!! Not just the reps for having to handle 1 million customers on a daily basis, but also the customers who have to wait and deal with the service going down over and over again. But then again customers have to understand as reps we can only do so much. For instance, If you want a tech out to fix services same day or next day, unfortunately we can only give you whatever we have available in the system. Unless you'd like me to lie to you and say a tech will come out the same day, we have no control of what techs are available, if i could have gotten a customer a tech right away, don't you'd think I would have done that!?!? Be for real and think twice before you start yelling at a rep because, even though we are employees and are supposed to represent the company to the best of our abilities, as human beings we have feelings. We aren't the ones who shut off your services or issued you a box that doesn't work. But majority of the customers don't see that, they don't see that reps are being yelled at over and over and over again for different issues weather its Internet or phone service issues. I notice on this website a lot of customers used profanity to describe why they hated time Warner cable, so imagine the calls Customer service reps get on a daily basis? But of course I'm not blaming a customer because I'd be upset too if I'd have to experience the problems you go through with TWC. But on the same token I'd be respectful to any CSR I speak with because if you yell and bitch all the time to someone who you pick-up the phone and you call, it's near impossible to help you efficiently!!! When I worked there there was at least 1000 people waiting in the call volume, But I'm only one person handling calls and I can only handle one person at a time, but yet soon as a customer finally reaches me they want to bitch and moan and scream on the phone at me because of how long they.ve been on hold for, are you fucking kidding me?? Me being drained out having to answer so many calls, the last thing i want to hear is for a customer tostart yelling at me like it's my fault you had to wait so long??I can admit some reps are morons and don't know shit, but I don't blame most of them, why? because the hierarchy of time Warner cable hires people and trains them for a time period where the new reps aren't familiar with most of the services. So basically they have to learn the other 50% of the job on the job, which is why you get so much inconsistency in what's right with the services and what's not right. So who do you blame for that? I wasn't mad at customers but on an equal level don't be mad at me and be on the defensive side as soon as you hear what they call a "live voice." 9 out of 10 reps are so worn out from being yelled and cursed at on 75% of calls, do you think they can keep there cool any longer?, and honestly I don't blame them, they're going to be rude, why? because they're humans! they're not animals!!!! talk with respect and you'll get it!! If your going to personally attack a person, no matter who you work for or what you work for, don't you think the other person will take it personal? So of course a rep will be rude, and I don't blame them! The same way I'm looking at the situation from a customers point of view a customers has to look at it from a reps point of view. I know you pay for service and want to get what you pay for but again this all boils down to the hierarchy that handles the mass majority of failure and quality control.

---Also to the person on this blogger who said "there's a reason why they have bulletproof glass at a payment center" or whatever you said, you got to be fucking kidding me. All this over cable TV?

I do not hate TWC. As a Canadian outsourcing for the TWC Empire, I can safely say that they provide sufficient service! You were scammed? Rogers in Canada scams as well, so does the Telus conglomerate on the west coast. Have you joined TWC due to the shyte service with Verizon? Have you left TWC, went to at&t and came back? I am a self proclaimed expert on media service providers, on an international scale and everything I read on this thread is the same with any company. Bad service usually finds people with bad attitudes and a lack of respect for the proffessional on the phone. If you piss me off, I'll transfer a texan to hawaii, or a New Yorker to LA! I'll provide good service to people who are deserving. You can't muscle or coerce us into helping you, or going out of our way for you. You have to play nice, and when you do, you will find the secret on how to receive great phone service! Remeber, when we are at home, we are you, and we are calling our own shite service provider for our own issues. We know how to get through to a call service slave, because we are one! To get good service, be a good person. If you want to be a snotty asshole, then you will be treated like one, and we could careless how bad your day has been or how long you have been on hold. We get the same heap of shit when we are at home, and I can assure you, we don't complain

- Canadian NHD RR Tech

Logical: what exactly do you disagree with? As you state the facts about your own attitude toward customers, it seems to me that we're in complete agreement. Whether you see the same outcome of your attitude- that you will most probably fail in endeavors where you interface with the public as long as you despise it - is really just once again demonstrating my point anyway - you don't care. Exactly. Just as I've stated. Thank you for confirming my argument. I rest my case.

As an experienced expert of media conglomerate tyranny I can safely say that TWC. . . ..Is sufficiently DECENT and OK! But this thread, this outlet of anger, racism, nonsense banter and poor grammar/spelling is horrifying! I see nothing but ignorance and a lack of understand for one another, each other, being neighbors, family members and good people! As a technician on the phone I keep in mind the fact that, at home, me, I am on the phone too, with my own issues, with my own Canadian media empire; Rogers, dealing with my own crappy webstar modem and wishing I was with Alliant or who ever... but in the end I realise, it's all coke and pepsi man. It's just the colour that has changed, and not the product, not the taste. In the end, it is just you on the line answering your call and dealing with your bullshit, and on my end, it is just me calling up the service provider and dealing with their bullshit. The bottom line to all this madness is that when you are scorned, angry and impatient, you will be treated like you are scorned angry and impatient, and quite honestly, as depressing as the world is today. There is no tolerance for a pissed off asshole with god knows what kind of issues they suffer, either mentally or externally, IE, at the fault of a cable company. You TV isn't picking up channels!? GOOD! No more propaganda and mind fuck programming! Your internet is down? GOOD! No more propaganda and mind fuck programming! No more scams, viruses and problems with your computer! No more excessive pornography or junk messages about breast implants! Go read a book! spend time with your family! TEACH YOUR KIDS SOME MANNERS! The world is not built around technology and the internet, it's built around us, and thats why WE ALLWAYS FUNCTION! NOT THE SERVICE! Shit goes down, stuff breaks, its a nightmare, but if you lose hair over it, then it's you who becomes the wreck...

Where is this racism everyone is speaking of? I was accused of racism today, without citation. Quotes please. It's a hot topic word and a really easy, weak-ass way to 'win' an argument. Stand up and be real. Meanwhile, "anti-USA" sentiments abound. These simply confirm the points before: the customer is last, hide behind technical problems and terms and don't face the facts that mostly what is being said here is 'be nice to customers' and the reply from TWC employees is "WAAAAAAH! You be nice to us first!" And our answer is "We have: we pay our bill."

Another case rested - thanks RR NHD Tech. Nobody should ever expect anything, just keep paying my paycheck but you better not complain when the "inevitable" low-quality equipment goes down and besides it happens to all services. We're rude? So are you, and everyone else. Get a life, go away, except you better pay your bill, loser. Oh, you did? Then what are you complaining about, you racist!

Wrong.. most of customers are ALWAYS DELAY

"most ... always." This is a generalization. So it does nothing to support your argument. Moreover, since you are describing your experience, and MOST people in YOUR experience are "Delay" - then this actually reflects on YOU as much as anybody. If "MOST" of the people you interact with are angry and rude, it's probably YOU.

It still comes down to choice. There is always a choice, Dish network, Direct TV, and now the laws in California at least allow direct competition in the market. If you are going to stress that much then find another provider. Cable service isn't worth that much stress, If your running a business then get business class services not residential. Time Warner doesn't suck, people suck. If you think you can do better then do so.

Indeed, people do suck. Lots of them who work for TWC suck phenomenally. So much so that they LIVE on this board to prove they suck every day. I'm highly entertained by the confessions of their suckiness filtered through their outrage, unfounded cries of "racism," and demand for polite customers when every single angry hateful word they type here confirms their passionate disdain for any human who even dares to complain. Funny funny stuff. "Go outside" is a classic, so completely hilarious, and used over and over again. Please, do keep posting your totally transparent confirmations of the title of this page: TWC Sucks.

I come to these boards because I am bored, sitting on the phone in tech support waiting for calls. I guess TWC can't be that bad if I am waiting for calls. I don't mind customers complaining, if I did I would not be working in tech support. It is the unreasonable customers that I don't care for. I will step way beyond my scope of support for my customers as long as they allow me too. But again there comes a point where there just isn't anything I can do to make the customer happy, and If your cable service is making you unhappy then you should probably switch.

I hate working for time warner,their policies suck ass and so does management. Do you think I really wanna upsell a pissed off customer or someone who's sh*t don't work and hasn't since a stupid lazy contractor installed it poorly but you have to so you can be guranteed a comm/bonus chk or say some stupid greeting and then have to ask if you would refer us to anyone,please after reading this I'm glad I don't have twc . I feel bad for the customers its not right,granted some reps do have bad attitudes but if you worked for some of these sups or managers you would too,especially when they make up bogus policies daily. Half these retards don't know shit from shineola, management shines you on trying to thank you for showing up to work,we have to asswipes or you will fire us. Speaking of which I've been on vacation I come back to work on a friday to find out oops we need you to work "mandatory ot" because of a fight. Sorry bitches that isn't going to work on me its my off day and I have a life unlike half the 'tards that are all the brainwashed idiots that believe in a company that lies to employees and makes us lie to customers by saying they'll get a call back,when they don't or that a tech is still coming to an allday appt when you damm well know its 630p and he isnt coming because he is trying to finish asap or he says your not home when your sitting there in your house with the door open. Besides 95% of the "sups" that take your calls are csr's with a fancy upgraded name. Because god forbid a real SUP will take a call when those sh*theads don't know anything!!! Also good luck if you can find one,because they are magically in meetings daily or hiding while we have 10 calls waiting for sups. I hope people do sue time warner cable, I am interviewing for other jobs because working there for measly peanuts isn't worth my time anymore. I'm sorry twc can't produce bills that are plain to read instead of making them complicated.trust me you think your confused try reading it from the billing system. How can a company get away with selling junk service? I work for them but I have dish! Thank god I get the channels I want. Also watch out if a twc tech breaks or damages your personal property goodluck trying to get it repaired,cleaned or replaced. They hit my brand new 350z and by golly their insurance rep Nicole from esis said we never get any damage claims from any techs. Well asswipe if the techs report it they get written up so do you really think they want to lose their job over something twc can deny ever happen? If I'm a twc cust. I'd be on a lawsuit so fast for all the lies. Cause they again even lie to us the employees, I'm sorry for the bad cust. Svc each and everyone of you had but again blame management for not caring for their employees first. Because a happy rep is one treated right by their company. Twc can take the 12$ an hr an shove it! Cause come monday ill be fired for not working some stupid boxing match which I bet 95% of calls were cause the channel didn't come in. Leave it to good ol' twc. Half the reps I work with hate their job as well because we are underappreciated. I'm sorry for 12/hr I'm billing,tech support,retention,sales,oh and care. Wow a company that can pile on the titles and give u a minimum rate increase of 5cents or a max of if your a lucky kiss ass .50 to be yelled at or degraded I don't think so. So again the next time you call into twc remember we just have to represent a company that lies and decieves you as well as they do to their employees. So give us a break don't yell and freakout over your tv not working and we will do our best to help you but if you yell then its just like working under our management. Who wants to help that? So its 50/50 .oh yeah trying to get my family to boycott shitty twc.
Thanks! I feel better now for getting that off my chest.

"since you are describing your experience, and MOST people in YOUR experience are "Delay"

No, Bob.. this is not MY experience... is the experience of every agent in customer service. We always talk about that.

"Again..another delinquent customer that blames that wants his/her services but he is 57 days of delay" .... that´s something that you usually hear at work.

"If "MOST" of the people you interact with are angry and rude, it's probably YOU"
Actually...and again...no. A lot of people who i deal with are nice, or at list, they stop yelling when a told them i cant help them if they are only blaming and insulting instead of explaining the problem. But it´s a lot of people that instead of hear or accept that we can only do what the system says, they prefer to yell, cry or insult... and no... it´s not my experience...it´s the experience of every agent, at least, of course, in the place where i work.

You said reps are not motivated? yes...that´s true...guess who did that? CUSTOMERS

Logical - "The customers" have caused your lack of motivation?

How striking that you're willing to grant them that kind of power. And as you seem to be speaking for "every agent... at least...in the place" you work, how interesting that ALL of you are so weak to have allowed others to make you so unmotivated.

I'm not attacking anybody here, but Bob, I think you're coming off as self-righteous. All the employees of this company are also customers for some other company, so they can see what it's like from both ends, but what of you? Have you worked for any contact center that ahuge population hates? Do you know what it's like from our end? Because we know what it's like from your end. But all these statements about people you don't even know failing at life just seems as though you're just taking cheap shots to make yourself look or feel better about the rogering you once got from twc, SEEMS to, not is, I'm sure you're really a decent person, just pissed off, but it's just the whole walk a mile in the shoes thing, maybe you should try working for them, just for a couple of months, to get the agent's perspective so they might actually see your statements as valid, or at least so that you can say "I know how you feel".

ps- I think the racist thing came from someone who said something about Mexicans.

twcsucks@ss, I think you're full of it, no one at twc does sales, billing and tech support, the sales people are the worst in my opinions, not that the people are bad, but training may be, I hear of promises to subs all the time for services we dont provide, installs setup incorrectly, incorrect codes on accounts, the list goes on and on, if the sales did the orders correctly, then maybe we could eliminate 25% of our issues. If you don't like your job then go elsewhere, don't spread rumor and hatred. You're one of the causes of the issues, don't blame the supervisors, If you knew your job you wouldn't need a sup.

He must be drunk or Mexican.

Posted by: kc at May 1, 2006 10:55 PM

There's the culprit, right above my statement that I'm jotting.

Justin - We've gotten agents' perspective here:

1) We have have seen them hint at stealing people's credit info.
2) I've been accused of racism.
3) We've been told that we don't matter and that people at TWC laugh at us.

I firmly believe that people with these attitudes will fail at life. Sorry if that offends you. I don't really have a deep burn against my cable service. But i've been hung up on ONE too many times when I wasn't angry, or being nasty, or asking for trouble. I was hung up on, and laughed at, because I expected something for my ON TIME monthly payment.

If you are saying that I don't have a right to be severely p-o'd about that, then I don't care what your opinion is, because you haven't walked in MY shoes.

Justin - someone has repeatedly specifically mentioned me as a racist. I don't care who it was, and I don't consider it a true statement. I think whoever originally said it gave others the traction to mention it as a way to "win" an argument - which is pathetic and low and hateful. To mark someone as a racist is about as close to a blacklist as it gets in our society. I don't take it lightly.

How very sad...

I will have to agree with 99% of the comments regarding TWC's customer service. How appalling!!!

Here is what I find so frustrating. If the CSR's hate their job so much, if the working conditions are so horrendous FIND ANOTHER JOB!! Here is the bottom line. I paid for the service, I did not pay for dead air I did not pay to have someone treat me like I am mentally impaired when I haven't split the line or done some of my own "homemade" revisions to the physical line that provides me with service. I AM PAYING FOR THIS. In return I expect to have consistent service, I AM PAYING FOR IT ON TIME NO LESS!! where I'm not left for days or weeks of no internet. I DID NOTHING WRONG! Employees of TWC you took the job! So please come to terms with the fact that you now represent this ridiculous company, and we as customers have every right to call and want resolution! How dare you act as if it is our fault when in my case it hasn't been to date?

I AM PRAYING FOR VERZION TO COME TO OUR AREA. Barring that we are moving thankfully, and our biggest criteria is that it not be in a TWC area because I will not even look at the house!

I rarely wish anyone ill, but I will admit should the company fail, and all the supervisors and disrespectful CSR's and technicians find themselves without employment, I do admit that I will throw a party, where alcohol will be consumed and a TWC pinata will be up for play (I am Mexican! and all derogatory references in this blog have not been appreciated!!!)

And so for myself and my family who currently have no choice for high speed Internet, if anyone knows who do we petition to get some competition into the area let me know I'm ready to make some noise!!!

I Cant wait for you dumbs#@ts to go to verizon, Ive had em and they really suck, Ive had service through at least 10 different companies including dish, cox, twc, comcast and some other smaller companies, twc and cox are both at the top for service or support. When my service doesnt work I ask for some credit, I always get it, I don't pay for what dont work. Yall can blow me. YOU AINT PAYING FOR CRAP, yall dont pay for on demand so quit your bitchin, what a bunch of pansies, get a life, go cook some tacos

I just love how everyone says that they expect consistent service because they pay on time. If the service was that bad twc wouldn't be in business. Just because a few of you have had bad experiences does not mean we suck. Each and every single subscriber had to listen to and agree to the policies stating that the service (hsd, cable tv and phone) are not garenteed to work all the time. There are outages, they get fixed promply, if subs call promptly I get techs to them within 3 or 4 days max, usually within 2 days. When all services are out, its only a one day wait at most. So where is all this bad service?

Well I am so not alone in HATING the Time Warner People.

I have just finished waiting from 9Am to 9PM for the 3rd day in 2 weeks to get a phone install that never happened! A phone install that was a tranfer when I moved over a month ago! 6 weeks from the time I moved I still have no phone - have had multiple cable and internet issues and was just hung up on by a rep who REFUSED to give me a supervisor after i asked 20 times - telling me my NEXT appointment is for next week from 9AM to 9PM AGAIN and thats all I get and it is not the company's problem that no one showed up - all they do is make the appointments and then it is OUT OF THEIR CONTROL! What is THAT????

I have been on the phone with this company and it' s various generally unhelpful, most of the time rather rude and un-informed/uneducated/stupid representatives a minimum of 15 times at an average of 45 mins to 1 1/2 hours. I have used double my monthly cell phone minutes on 2 billing cycles - still receive bills for a phone I DO NOT HAVE and am told if I don't pay my account will be cancelled - then another rep tells me I don't have a bill on record - the next rep will apologize and try to fix it all and get my cell number and promise to call me back the next day - which has happened 3 times now and yet I have never recived a call back. Then upon calling the next rep will have no record of my account existing for 20 minutes or so.

I have called while waiting and been told the tech is 20 mins away - only to be told 4 hours later by another rep the appointment was cancelled due to the phone number not "being ready" I have NEVER been offered ANY kind of credit - or discount or even an apology by someone - anyone who could actually make anything happen.

I have lived in Venice Ca for 14 years and have never once had a compaint about any of the mulitple cable then internet companies we have had over the years - I think this may be the 5th or so. Until now. It would be one thing if they ahd just bought the comapny and were trying to figure thinsg out - but this has been about a year and service has gotten worse. I won't even go into the details of the cable issues I have also had that caused 3 tech scheduled appointments - to which one showed up and litterally shruged his shoulders afetra while and said "I don't know what to tell you - but I'll come back tomorrow and replace the box" - which of course did not happen! Another was a no show. The final one fixed the rpoblem but was told by dispatch to leave without installing the phone (which was part of the appointment) due to soem paperwork mistake on their end. Sorry we messed up - we have to leave and make you wait another week for an appointment - which you will wait in your house all day long for - miss work and we won't show up again! Even when you call 2 times during the day and we assure you that someone is on their way.

this company is the most poorly run conglomerate of assholes I have ever had the displeasure of dealing with and it would be my biggest joy to see every person in my neighborhood canceled their service and have the company collapse!

oggie - I complain about the rude and nasty way in which you and your cronies treat your customers when we call TWC. I have never, ever complained about "service" - which to you means my cable signal and internet, here. I have had occasion to call about it to TWC, mainly because it was so bad I could keep time by how often internet when down (example: every Saturday at 1 pm it went down, for a year).

YOU and your co-workers keep talking about paying on time, THAT is why WE mention it here - that we do pay on time and that we EXPECT A MODICUM OF CIVILITY FOR PAYING YOUR SALARY. If you don't want people to mention that they paid on time and still got treated like excrement, then don't keep saying "Pay your bill on time."

It looks like someone is trying the old "poison the well" trick on you Bob, "oh don't listen to that guy, he's a racist", but whatever, I've been paying attention to this page for a couple of months now, mainly because I'm entertained by it, but the poisoning of the well, is merely an argumentive fallacy in all manners of logic. My question is, how can someone be a racist if they can't even tell what "race" the person is they are communicating with?

My second statement for tonight is, yes Bob, you're right, if the people who hate their job and take it out on their "reason for being paid", they should definitly get some other job, I for one only work here because while going through tech skool, I'm not even here to defend TWC, I hate my service provider too, I just found out that all the bill money I've been paying over the last few months have been going to someone else's account, but I'll save that story for the "I hate Rogers wireless" page, lol.

Oh, BTW, where the heck is Craig? He started this page, but Bob here has pretty much taken over as the main twc hater here, WHERE IS CRAIG?! Has he abandoned us?!

Justin, I'm loosely following the discussion, if you can call it that. Frankly, the vitriol and personal attacks in the thread are so distasteful to me that I've lost interest. But, the posts by some of the TWC reps are quite enlightening...and provide considerable support to my original claims. So, for that, at least, I'm appreciative.

But please, do continue...apparently posting here is cathartic for a number of people.

I'm reminded of the builder of the Coliseum who was offended that lions were eating people in it.... ;)

Time Warner cable sucks I live in Raleigh, North Carolina and they are the only cable company here. Please COX cable come here. I was on hold today for 1 hour getting transferred 2 times to discuss the Digipic 2000 the representaive told me I could switch the channels but after I switch they dropped me for the promotion. If I had a choice I would go somewhere else this is a monopoly it's just unfair. Time Warner sucks

Oogie or whatever what call center do you work for? Becuz if you do work for twc then you in fact would know that everything goes through tier1. Which is care ass munch, another thing your probably an uneducated loser this entire board has been discussing. Its people like you that I have to prevent customers from canceling becuz you're probably a pathetic jerkoff to the customers. Thinking your the sh!t, I've been with time warner for 3 yrs so I know how they run. Apparently you must not be doing your job. So before you open your mouth about sh!t apparently you don't know cause if your not in the LA region shut up! Half the customers will agree the so.cal twc region sucks ass. Oh and fyi jackass if you can read it says "I'm interviewing for other jobs" . Because thanks to twc who paid for the remainder of my education I'm off to a better paying job while people like you will sit there and rott for the rest of your life!

WORST FUCKING COMPANY IN THE WORLD. PISS ON THOSE CUNTS!

Bob...you don´t pay our salary... if you cancel the service, it´s not going to affect our money

Question: who pays a twc employee's your salary?
Answer: his/her company.
Question: Who pays his/her company?
Answer: Customers do.
Logical? Not hardly.

Wrong again... another company pays our salary... we don´t work directly to time warner...

Try to cancel the service...they´re not going to pay me less for that............

but if you insist on that...in that case...pay me more

Umm, so your company doesn't get any money from Time Warner?
Why do you take calls for them?
That doesn't make any sense.

The page is Time Warner Sucks. If you don't work for Time Warner, then you aren't even part of the conversation. Idiot.

timewarnersucks@ss, What a pathetic loser you are, So you have only been with TWC for 3 yrs, and you call me a loser. No d!ckface im not "a pathetic jerkoff to the customers" whatever that means. I am polite and helpful to my customers and I try my best to help them, you sound like an embittered creep that will never be satisfied, go scrub toilets loser, save us all some grief. And not everything goes thru tier 1, some go straight to NHD or to sales or billing. If TWC paid for the remainder of your education and you finished it in 3 yrs then it must be some sad education. You're too full of yourself. Me I love my job, I love my customers, I love my benefits and pay, and I think you suck balls.

oggles, you seem like such a friendly sort. You should quit TWC and become a greeter at the Walmart in Hell.

You kids should relax, sit down, and watch a little Time Warner Cable to cool off.

LMAO!!!

Finally, FIOS is available in my area. Just the broadband for now, no video for a couple months. But you know what, in the couple months since I fired TWC, I really haven't noticed the lack of television all that much - in fact, it's rather refreshing because it didn't work half the time anyway.

I'm going on three weeks with FIOS and I have never seen a loss of signal, also very refreshing since I lost my TW cable modem signal two or three times a day.

Also, just a note to the TWC employees that are smugly sitting back and saying that because they are part of such a huge company, they are never going to have to worry about going out of business - You are absolutely right...

What you do have to worry about is that TWC's financial outlook has gotten shakier for each of the last four years. You need to worry more about Time-Warner deciding that it's time to get out of the cable business and selling the entire division to a new company that's going to fire all of your asses. Now THAT would be a hoot, wouldn't it?

dialtone, TWC's outlook has not gotten shakier at all. But ATT&T has been hit with some massive fines for not fixing people's phones on time (due to focusing on running FIOS) in North/south carolina and virginia. You guys are'nt going anywhere with cable. You have'nt been able to do it in 30 years, it won't work now. BUT, you will dump a massive amount of money into something you've never been able to do before AGAIN, and a lot of contractors, etc, will make money AGAIN, just like the last two times. Anybody who's bothered to do the math and realize that AT&T has spent 1 BILLION dollars to get a way overpriced service to 18 million custmers ONLY understands the ridiculousness of the endeavor. But, it's a mistake AT&T has made twice before, they'll probably do it twice again, and I wish everybody the best of luck tilting at windmills. Bob... Love your posts. But honestly, you seem more like a scorned lover than a disgruntled ex-customer if what you say is true about having switched providers. I'm sorry you were'nt as valued as you thought you were, but the real question is, when it was truely and fairly applicable, did you GET you $3.00 credit for the day of service or not?

saw this in a forum I go to, the guy recently posted yesterday.
Poor business owner getting skewed by TW.

quote
I decided to change from Verizon phone/DSL to TWC. I have had my phone number for about 15 yrs. and as a contractor I have a lot of customers that have my number memorized. I consistently, due to reputation, get 15-20 calls for work every day. I am established.

When I decided to move from Verizon to TWC phone, I called Verizon 4 times and cable 6 times, got dates-names-info exactly about the porting,etc. and what to expect. Both cos. said about 2 hrs.without phone or voicemail.

The cable and internet installs were perfect and I am very pleased.

They installed an Arris TM502G.

This past week, it all fell apart. TW made five diff.appointments for the phone guy to come out. I rearranged all my jobs accordingly. No show each time.
One day however I called TW at 6AM and they verified the guy would be there at 12-4 that day. I happened to do a plumbing job and came home at 10am, finding the note he had missed me when he came by at 9AM.

YIKES

They finally made in Friday, and I had a verifying phone call from TW from a supervisor in Colorado at 6:10AM that it was 12-4 that day. Decied I would then call Verizon just to make sure of what cable was saying and they said it had been successfully completed on their end and Sprint (thirdparty) had verified everything, it was now in cable's hands.

The guy came on time, about 1/2 hr.into the work told me I was officially disconnected from Verizon and he would now hook up the cable phone end, about 1/2 hr.later said he couldn't do it due to Verizon. He said he "Put everything back together",then "you are back on Verizon now" , said I had dial tone and left.

I didn't think it could be that easy to just put me back on Verizon. After he left, I decided to call my ofc.phone and got the disconnected message. No dial tone to boot. No voicemail to catch those calls when I AM out working....

I called TW and they said I would have a tech in the "morning" guaranteed.... to fix the problem, and also that he would call first that he was coming.

I rearranged my schedule and a couple customers couldn't wait on their emergency jobs. (lost those)

Through 6 calls yesterday to TW, they said they can't get anyone out for 20 days and that the info I had been given the previous night was wrong: the guy who said a tech would be here this a.m. They wouldn't have anyone out for 20 days....... 20 days of missed calls and this is devastating to me. Called Verizon and they could not forward my number to another number, I was "completely closed out" and it would be three wks.for the to hook up a working phone number again. Additionally having to rearrange jobs I already had set up this week to accomodate their schedule has ended up messing me and others up. (lost a few and some people are still waiting and about to give up waiting)

After waiting all day yesterday for the guy just in case, I leave at 4pm for a half hour.

He came then and didn't call. I come home to find I just missed him. hmmmmmmmm

I am really steaming now.

I talked to one of my customers who works for cable and this is "ridiculous" he said. I also asked why the two LED lights phone 1/2 on the Arris blink constant and he said reviewing everything, the cable phone guy must have broken a wire.

Thinking about the FCC now, I can't believe this has been such a mess.

I actually transferred someone the other day for a credit on one day's non-service, and it rounded out to a whopping .69 cents. It was pretty funny.

Tarnya, Wow, I have seen instances like this and I feel for you, I am guessing however that you signed up for residential service, you should have gone business class if your business relies on that number though. You service would have been better.

yes i am a twc employee but i must admit working for this co. sucks. i have to hear customers complain how much money they pay for a shitty svc they dont even receive ... exspecially with these new ocap boxes ... having to reset about 40 of these a day makes me wonder why someone would even put up with this svc ... i know that i would have cancelled their svc a long time ago . even as an employee i do not have their svc because i know how lowsy the svc is how long the hold time is when u call cust svc . and vod svc never works .. TIME WARNER SUCKS !!!!!1

I wonder if there's any company out there can satisfy you people 100%. I am an employee (technician) for Time Warner, and yes, I hear complaints, but I know that I do everything I can to make each one of my customers happy before I leave their house. You all complain about TWC, well, let me complain about you all. Out of 6-8 svc. calls a day, atleast half of you are idiots causing your own problems. However, I still do my job and make each customer feel important and special. If TWC is such a problem, go to dish...then you'll see a company that promises you everything and provides you with nothing (unless you pay extra for it).

all customers are idiots
all customers are late on their bills
all customers cause their own problems
half of you are idiots
the other half are idiots too
only idiots would expect service
only idiots would question the techs, who work hard, who hate customers, and who are tired of all the idiots
all customers are idiots
i am a customer too (so I'm an idiot)
I am not even a customer - what do you think I am, an idiot?
all customers are rude and racist
all customers hate TWC because they are idiots
customers are idiots, mostly.
twc employees hate customers, but we work hard. because that's our job
idiots who call twc should not expect us to be nice because they are idiots

Ok tell me if I am an "idiot" here is my TWC story!

Two weeks ago we made an appointment online to have the high speed Internet delivered. We did receive a confirmation e-mail noting the day and time a Tech would be onsite to complete our request. We were also having intermittent color on our digital box so we added that when we were placing our order online. Our time window was from 10am � 7pm. After waiting all day, the day following my surgery, no one showed. I called TWC and they did not even have a service ticket for the installation. A very nice woman helped me out and Valerie was able to get a Tech out on Saturday, Christmas weekend. This was only after experiencing sexual discrimination by the other representative who insisted that I have my husband hook up the cable Internet. I am a Technician for Toshiba PBX systems and soon to be MSE certified, I know how to plug in a cable line to a modem and then run the Cat5 RJ-45 patch cable to my PC. We required the Tech to come onsite to install the Internet, for we did not have live feed in our room.

So, the Tech came by early, 9:30 to be precise, but did not have the order for the Internet delivery. The Technician was very nice, but not a �Time Warner Technician�. They subcontracted the work to another company and would have to have the Internet installation approved by TWC. Thirty minutes later they were able to hook us up. In regards to the Cable Box flipping to B/W, technician informed us that they would have to run a new line to the house to resolve the picture going to Black and White. He told us they might be able to complete it that day, if not they would return on Wednesday after Christmas.

So this morning I waited, and no one showed. I called TWC at 12:15 and was informed that, yes they were supposed to be here between 9am-12pm today. The representative I spoke to promised me that someone would call me within 15 minutes. Come 2:45 still no call. I then called back and spoke to someone who Blew My Mind Away. The Manager I spoke to informed me of the following: Color Picture is NOT A GUARANTEED SERVICE provided by TWC. WHAT???? I apologize, but when I pay $60 a month for TV, I expect COLOR! I told this �Supervisor� that I was very upset, and asked him what he could do for me? His only response was �I can resubmit the request for the local dispatch to call you again�. This would not do, and asked him if there was anyone above him with the power to do something. He insisted that he was the highest person I could speak with and proceeded to tell me how my technical problems were not customer service problems. This person also insisted that he himself was TWC and there was nothing I could do about it. So I opted for their suggestion, and ask that they call.

So now it is the evening and still no call or no Techs for the new line. I have already called Dish Network, and they have the same package with a waived installation fee with an 18 month contract, and free service calls all for the same price. They will even move the equipment when we relocate for FREE! I will give TWC one last chance to make me �Happy� when I call tomorrow and deal with the same B*** S***! If I get the same unintelligible response, I will have them pick up my box and get Dish.

So, how does this make me an �Idiot�? I am being as patient as possible, but when there are people unwilling to help, the problem only grows. TWC�s biggest defect is that their management does not act on noticeable problems. As long as the numbers are there, they don�t care!

Is Time Warner Cable Compromising your PayXpress Account Security (and other financial accounts) with their stupid mistake? See my blog entry at http://www.onecitizenspeaking.com/2007/12/is-time-warner.html

Psst: If I may be so bold as to speak for Mr McGeneralize, I believe his post was an attempt at humor, RED. An exaggeration of what usually spews from the TWC employees' keyboards. Not all of them, but the majority that seem to want to fight the accusations that they suck with the attitude that truly defines "suckiness." Funny, see? I can't speak for McGeneralize, but I can relate to being called an idiot for expecting some civility and personal respect for my hard-earned dollars as a customer of TW. I can accept failing equipment (and god knows I've had my share), but I cannot accept vile human waste masquerading as a "service rep." And while I may seem like more a "spurned lover" (boy that's rich!) than an unhappy customer, I remain confident in one fact: I am right in expecting civility for my monthly payment - more civility than some of these who chime in here have apparently ever been afforded themselves.

why are you still going ON and ON and ON and ON, Bob..

usually when someone is unhappy with something, they DO something about it. If you feel twc is SOOOOO bad then why dont you look elsewhere for services that are up to your par??

I understand being upset, but now your just beyond the pity party and have progressed to.. well... sad.

As I've said before, I'm entertained by this page.
What's your excuse for going on and on and on and not going away, hmmm, "savior"?

Bob......that´s the sad thing... that you´re "entertained by this page"...

Remarkable: you are so emotionally tied up with what entertains me that you actually feel sadness that I'm entertained by this page.
Hardly logical, logical.

Logical, it's hardly logical that you are so emotionally tied up with what entertains me that you actually feel sadness that I'm entertained by this page.

Doh!

two post telling the same thing? let me use your word..........DOH

i´m not "emotionally tied up with what entertains" you, Bob... i know that for you is difficult to undestand...but i dont care about you... i´m just using your own words to remark how pathetic are your reasons to be here

bob, nobody ever SAID you were'nt entitled to civility. Nobody even IMPLIED it from what I understand. I know I have certainly never ever been uncivil to anyone on the phone, especially a PAYING customer. But you and I probably have drastically different ideas of what constitutes civility. I don't care one whit if you have had nothing but CONSTANT problems with TWC, if you get ME on the phone you will recieve 2 things. Civility as much as you give me, and a resolution to your problem. You will even receive a CREDIT, when applicable, for the downed services. This does NOT mean that you will get "free service." If your internet connection has not been functioning correctly, you should'nt pay for it for the duration of your problem. This does NOT mean "credit my account for everything." Same as when "my on-demand is not working." Well, you don't pay for it. End of story. There is NO charge for it. It's not even used as a selling point for the service. It is a perk. Like it or not, bob, cable service is about the BEST entertainment dollar you can spend cent-for-cent, and if you don't like it, that's fine. Go elswhere. Give your money to Dish network, maybe you will actually be happier. Yes, bob, believe it or not there ARE customers we would raather NOT do business with. Go bother DISH NETWORK. Get a dsl line.

I found this blog like many of the rest....getting hosed by twc. I spent some time and read through much of it.

Kaya---until I read your post, it never crossed my mind that twc provides my personal information to people like you. But I appreciate you bringing that to my attention.

Dialtone--I had a tech rep with a regional voice provider that used the exact same approach as you. That company got every bit of my business in spite of the "win you back" promotions that continued to cross my desk. He did an outstanding job and knew exactly how to deluxe the customer.

All twc employees--Every time I interview somebody who has twc on their resume I instantly remember how I've been treated when I call for service as well as the comments on this blog, and then I compare that to how I want my customers to be treated. Enough said?

So the real question I have is who the regulatory agency is that is responsible for this company. Is that the FCC, the state utilities commissions, or somebody else?

Thanks

Well I recently had the their digital home phone and found out about the 99 dollar package deal but they had tried to chargeme $152 for a hd box when I dont even have a Hd tv, and try to charge me for the regular pay for the house phone they had screwed up my whole intire order and disconnected my phone instead of adding the inernet and cable on the had succeded nothing and accomblished nothing the guy went home not even doing his dam job! the cable guy was only suppose to come out and setup the road runer and the digital cable and get this my house phone was currently working before he came once he had got there and started making calls to get the internet running my home phone had got disconnected, he took 2 hrs to try and get it back on but could not figure it out, he had the cable working 2 times and then said that it was not working that there was something worng with my tv and then that the problem was the wiring in my apartment so before he left he disconnected the cable as well nad made a apointment for them to fix the wiring in my apartment when there was no problem at all before he came, so then he leaves and i have no services at all and I had allready paid the phone bill for the month of december but had no home phone service at all for 3 days now and they were suppose to come out december 30 th yesturday to fix the home phone and call before they showed well i waited all all day for them to call and they never did so by 8pm I called up time warner again the keept trying to reschedule another day to come out and fix my home phone service i told the no that this is crap I already paid for it and need my home phone service on right away because I am pregnant that did not seem to matter to them and the lady keept on trying to reschudle the day and everything I then was verry irratated with there service and told them to disconnet everything and I want my money moback from the home phone she said that they will send some one out wedsday to pick up the modem, they seem to come alot faster when u decide that u dont ewant there services any more then comming to fix a problem that they had made them selfs, I then have decided to go through at&t and I am completley done with time warner the screwed me over big time!!!!

I KNEW IT!!! I'm SOOOOOOO not putting twc on my resume!!!!

These twenty-somethings have grown up believing the world is one giant menu and they are simply customers of their existence. They have little sense of personal responsibility for their success or failure. If they fail it's somebody else's fault (boss, school, parents, "THEM). If they succeed it was due to their incredible talent and nobody helped. Entitlement is sense you see a lot of in teenaged people. I remember feeling that way, and I'm well over 40. But it seems that the post-GenX people, who we'll call the "GenE"s, haven't grown out of it - they remain convinced that society, the world, and everyone they meet are simply servants to their future.

I don't think this is simply one company, or corporate culture. It's society as a whole.

Posted by: Bob at November 14, 2007 8:01 PM

You may not be racist, but definitly are coming off as both biased and self righteous.

Nothing like waking up New Years day and watching the Rose Parade. And don't forget all the football games today! But sadly we have Time Warner...no service since 6:15 this morning! (zip code 90063). I called at 7:00 and they told me 2 hours. I've called every 1/2 since then and they have no update and no estimated time as to when they will be up and running. The best call was about 10 min ago when they told me they "declared and outage at 8:15" WTF?! I've told them every single time I called that we've been out since 6:15; and TWO HOURS LATER they "declare and outage"??!! Oh, and did I mention, Time Warner is a sponsor of the Rose Parade? Yeah, that's right, a sponsor of the Rose Parade and they can't even show it!! What a joke! Thanks a lot Time Warner. Once again you've proven to be a big disappointment!

Justin, I would be flattered if I felt those sorts of things (that's a young man's emotion). First your sadness over how I'm entertained, which still seems odd though I realize you don't have much of a life outside of here. And now your fixation on my previous posts. You spent New Years Eve reading ME. How very civil of you. Such a life you have, my little friend!

Here's a little reminder once again, friends: the page is

"I HATE TIME WARNER.

And the top of page graphic says

"YOU SUCK"

over the Time Warner logo.

So, rather than suggest that TWC haters "go elsewhere," might I suggest that those who are too weak and sensitive to handle the truth about their sorry poorly run and profoundly ill-staffed company should go elsewhere and create a Time Warner Cable Customers Suck website. Cry my a little river.

There I go again, handing out free advice.

I heard from many people and employees that Time Warner Cable hires illegal immigrants.
One employee told me he worked with one of these illegals and watched him as he filled out his paperwork with a bogus ss#, and he claimed seven dependants to avoid having any taxes taken out of his check.
As the U.S. economy is hurting, Time Warner Cable sends money right out of our economy via its employees, to their home countrys.

Hey Brandy387.....I also do background checks. I had to start doing that because people don't always tell the truth when they fill out an application or submit a resume.

Best of luck.

Apologies Justin - I think the New Year's celebration got to my vision - I thought for some reason that you'd posted the other thing too. It was someone else. I've been having too much fun celebrating the end of another glorious year in the decline and failure of customer support throughout the lands. A tear in my eye.

No malice intended Justin - I realize you made an observation about my posts and gave your thoughts. You are welcome here and I have no problem with you - you don't even work for TWC do you?!

Anyway - cheers and I promise to read the signer of posts more carefully.

Bob

j.m. unfortunately people with your thoughts....exists. Customers like you making comments like that reflects a sad, sad ignorance.

We hear every day comments like_:
- where´re you located. I want to speak with someone in usa (newsflash... we have all the same system, knowledge and patience.. in fact, cs in usa is known as the worse)
- i´m in the first world..you´re not - unfortunately that doesnt mean you´re less idiot
- we´re not illegal inmigrants... customer service are in a lot of countries because is cheaper. Filipinas, India, France, Portugal, Argentina....etc. and most of them provides, acording the company investigation, better qa (quality assurance) that usa.

but is better for us.
"i want someone in usa"
"you need to hung up and call again"
less calls ... less customers bothering because the want credit for their hole life.

No worries Bob, Truth be known I do have a life outside of here, and , like yourself, I also am entertained by this page, and yes, I sort of work for twc, not the actual company, but a center that they got through outsourcing that just does tech support for them, Sirius sattelite radio, etc. I'm only on this page while I'm at work, and I was working New Years' eve. Tried to get out of it but oh well, still had an hour and a half to ring in 2008.

I wish all posters on this page (especially Bob),
either a better customer service expirience, a better provider, or both, lol.

marrisa

Very sorry, but this is simply not a generalization anyone with their sanity is going to accept:

"and most of them provides, acording the company investigation, better qa (quality assurance) that usa."

The company selling that research is pushing the agenda that off-shore QA is better than home-country based. It simply isn't possible. No offense to you - I will assume you try to do a good job, but there is simply no way that anything other than MONEY drives a company to move its services off shore. Competition for the lowest possible bottom line results in poor service performance across the board. If the research is saying

"Is our off shore service better than the other off shore service?" the answer might be "yes," but all that means is "It sucks less than the other service."

Ask enough people "Would you prefer the old days where you got a real live human right away who clearly spoke your language and conscientiously helped you solve your issue or do you prefer to have constant on-holds, argumentative help, and to talk with people who may have learned your native language after their own? What are they going to answer?

And before anybody starts whining about 'racism' let me head you off at the pass: I'm not a racist. I'm ill-educated, because I can only speak English.

Of course it?s money... we?re talking about 2 different thinks.But according the previous post, i understand why you prefer to repeat the same once and again..
Just for educate you a little more:

- Constant on-holds and argumentative help: you can find that...or not...in every center, not just in usa. In fact..every day we have to fix problems and lies from people of canada and usa... terrible in qa. Argumentative help depends of the customer inq.
for example: today i deal for 50 minutes.............. 50!!! because he wanted another promotion. After explaining at least 8 times we dont have that promotion anymore, we have promotions only for new customers, no sr..we cant change your status to new customer, it?s not legal, no sr, as we explain you 4 times, if you cancel the service and reconnect it you?re going to have to pay for that and you?re still going to be an existing customer.........

that?s the kind of stupid problems we have to deal every day......happens..............a lot

- talk with people who may have learned your native language after their own? - the company dont hires people that learn english by their own... you need a high level in previous test.. it should be easy for people like you to understand that. Apparently not.

Maybe you?re not racist... just a little ignorant.

marissa, maybe I am ignorant. But I am also older than you and remember when there was good service. Whereas you don't know the difference, and have always known service to be what it is today, some of us remember when customers were treated with respect (which they earned by having the good taste to choose a company with a quality product).

Yep I'm ignorant. And you can't write in English to save your life.

service anywhere sucks these days, on the phone, online, at fast food places. My wife was on the phone crying out of frustration over a wrong destination of a bill payment which took about 3.6 hours to resolve. Just brutal. People these days young or old hate working for and hate being serivced beause of a clash of idealism and apathy. Customers are idealistic, service people (most) are apathetic,I know I am,and the same apathetic service people are idealistic customers somewhere else and vice-versa.But what I've also come to learn is that that same idealism and apathy is what makes us so good at discarding what does not meet our ideals and just getting something that does. As Bob said a while ago, it's society as a whole, but I think it's our North American culture as a whole. Not trying to make a point, just being observant.

Listen up you bunch of retarded cry baby's about your cable . CABLE IS NOT YOUR LIFE . read a book? oh wait don't forget please look to see if there is another cable box in your house that is not working properly. (((( WHY SHOULD I HAVE TO LOOK AT ANOTHER CABLE BOX TO SEE IF ITS NOT WORKING? I WANT TO WATCH THIS ONE))))
wellllll if you would check out one of the other 10 in your house...... we would be able to tell if it is a outage or the cable box not functioning right.

MY CABLE BOX WONT TURN ON....

(my responce)
is it plugged in the outlet?

(Cust)
OK NOW ITS TURNED ON

(my responce)
thank you for calling time warner cable...(click)

OHHHHHHHHHHHHH CANADA FOR MORE GREAT INFO ABOUT RETARDS PLEASE VISIT

WWW.PRESS THE CBL BUTTON CAN YOU CHANGE YOUR CHANNEL YET? Thanks good bye . com

Listen up you bunch of retarded cry baby's about your cable . CABLE IS NOT YOUR LIFE . read a book? oh wait don't forget please look to see if there is another cable box in your house that is not working properly. (((( WHY SHOULD I HAVE TO LOOK AT ANOTHER CABLE BOX TO SEE IF ITS NOT WORKING? I WANT TO WATCH THIS ONE))))
wellllll if you would check out one of the other 10 in your house...... we would be able to tell if it is a outage or the cable box not functioning right.

MY CABLE BOX WONT TURN ON....

(my responce)
is it plugged in the outlet?

(Cust)
OK NOW ITS TURNED ON

(my responce)
thank you for calling time warner cable...(click)

OHHHHHHHHHHHHH CANADA FOR MORE GREAT INFO ABOUT RETARDS PLEASE VISIT

WWW.PRESS THE CBL BUTTON CAN YOU CHANGE YOUR CHANNEL YET? Thanks good bye . com

Listen up you bunch of retarded cry baby's about your cable . CABLE IS NOT YOUR LIFE . read a book? oh wait don't forget please look to see if there is another cable box in your house that is not working properly. (((( WHY SHOULD I HAVE TO LOOK AT ANOTHER CABLE BOX TO SEE IF ITS NOT WORKING? I WANT TO WATCH THIS ONE))))
wellllll if you would check out one of the other 10 in your house...... we would be able to tell if it is a outage or the cable box not functioning right.

MY CABLE BOX WONT TURN ON....

(my responce)
is it plugged in the outlet?

(Cust)
OK NOW ITS TURNED ON

(my responce)
thank you for calling time warner cable...(click)

OHHHHHHHHHHHHH CANADA FOR MORE GREAT INFO ABOUT RETARDS PLEASE VISIT

WWW.PRESS THE CBL BUTTON CAN YOU CHANGE YOUR CHANNEL YET? Thanks good bye . com

Triple post did not see it first time that sucks ..................

Heres a little bit more common knowledge for your ass's IF YOUR GOING TO RENT A 60$ PAY PER VIEW PLEASE DO SO ON THE BOX YOUR GOING TO WATCH. DON'T RENT IT IN YOUR FLOODED BASEMENT THEN CALL AND SCREAM ABOUT IT NOT BEING ON UPSTAIRS. THATS WHY THERES A 10 DOLLAR SURCHARGE FOR THE PHONE CALL.

OH AND ... DRUNK DRIVERS DO HIT CABLE POLES WITH THERE CARS SO YES SOMETIMES YOU JUST GOTTA WAIT FOR THAT CABLE TO TURN BACK ON

I feel I must respond. I work for TWC, and have seen it all in my time taking your calls. I have some advice for you that call. Be nice and you will get better service. Sounds really simple but it seems to be a stretch for most that call to have manners on the phone. I try my best for someone that simply states their concerns and allows me to do my job, which I am very good at, and I will do as little as needed to meet my quality assurance guidelines for a customer that starts to verbally assault me as soon as I answer. Belive me when I tell you I have alot of autonomy in my job and your attitude will dictate the level of service you recieve. I have consistantly met the metrics in the exceeds margin month after month and have given a widerange of service level within that metric. It is up to you how you will be treated. I will give you an example, I have a subsciber calling that is patient, pleasant and responsive to my help, perhaps while waiting for a box to re-boot I will see that we can save you money each month by getting you into a more updated package. I will advise that subscriber and save them the money, however if you are rude and nasty I will do only what is needed to get your issue resolved. I really enjoy my job and the challenges it brings and the one thing I have learned is mutual respect goes a long way both on the phone and during personal interactions.

As I've said before, I'm entertained by this page.
What's your excuse for going on and on and on and not going away, hmmm, "savior"?

Posted by: Bob at December 27, 2007 9:10 PM

oh, i stop in every month or so to see if you are still a curmudgeon. and seriously, do you sit here and wait for people to make comments, so you can lay down a real STINGER, bob??!!!???
I post on this thing while im getting payed, playing god, and either discounting, or cancelling your cable.
I hear it all, and there's always an answer as to the reason behind your complaints. ALWAYS.


I pride MYSELF on being very blunt. You get transferred to me because I have the heavier, more active, and logic-laden brain, and the other departments know that I am the miracle worker, and will fix your problem when no one else can.

I will ensure you will NEVER call back... either because