Sunday, May 20, 2012

What Grinds My Gears: Time Warner Cable (NYC)

7 comments
Thank you, Time Warner. You've once again proven how completely inefficient you are.

I have Time Warner because I have no choice: my apartment building isn't wired for any other cable provider. Having to deal with Time Warner for the past (almost) 2 years has been a HUGE inconvenience, to say the least.


We've called multiple times about our internet going out. We tried to switch the name on our account back in September and we were finally able to do it... about 7 phone calls later. When we finally figured out how to do it, Time Warner told us that rather than just switching the name on the account, they had to come to our apartment, take our cable boxes, and replace them with new ones. When they were done installing the boxes, they left the old cable boxes in our apartment. According to their "process," a different Time Warner Cable representative was supposed to take them. Okay, cool. Meanwhile, the cost of the boxes were put on our bill until we walked them back to the service center ourselves. On top of that, we don't always get our bills. And when we do, they're usually inaccurate.

Tonight was the icing on the cake. About two months ago, I tried to watch TV in my room, but the audio kept cutting in and out. After a few days of this, I decided to reboot my cable box. For days after I did that, I would wake up each morning to see the cable box rebooting itself. When I tried turning it on, I realized it had stopped working altogether. I tried to call Time Warner to fix this, but I kept being put on hold. Honestly, I don't have time to sit on hold, so after a while, I gave up.

Well, I finally got through. The customer service representative (I'll leave his name out of here, since I know it's not his fault) tried to reboot my cable box, but it still didn't work. I scheduled an appointment with a technician for Wednesday. I wasn't so happy about having to leave work early, but I didn't really have a choice, so I let it go.

He then proceeded to try and sell me a landline service. If Time Warner kept a proper record of our account, they would see that we had initially signed up for the Triple Play package with landline service, but ended up deciding against it. When he asked if he successfully resolved my issue, I asked to be credited back the last two months, since I was paying for a service I wasn't receiving. He told me that since my calls didn't go through two months ago, I would only be credited back from the time my call went through (today) until the technician comes (Wednesday).

I asked what would happen if I were going on vacation for a month starting tomorrow: would I be credited back the month I was gone, since my call went through and the technician couldn't come while I was away? The answer: "No, we would tell you you couldn't do that." I made sure to mention that we've had terrible service for the last 2 years and I told him to take a look at how many times we've called. He says we've only called twice since September. Do you think I'd be writing this blog post if we've only called twice in the last 9 months? And what about the year before that? If their system says we've only called twice, then their system is seriously flawed.

To top it all off, the service center is 4 blocks away. Why there are so many issues is beyond my comprehension.

If you have a choice, go for FiOs. Dealing with Time Warner is just not worth the headache.

7 comments:

  1. I have RCN and have had no problems. I recommend them if you don't have FiOS in your neighborhood!

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  2. @Cara Friedman Thanks for the suggestion, Cara! Wish I could use them :(

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  3. ever thought of actually going to the service center? face to face is usually more productive than over the phone.

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  4. @Anonymous Yes! The problem with that is that they're only open while I'm at work. If I'm going to have to take time off of work anyway, I'd rather someone come here, install/fix it, and test it. Just seems like a more productive use of my time.

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  5. Nice post which When they were done installing the boxes, they left the old cable boxes in our apartment. According to their process, a different Time Warner Cable representative was supposed to take them. Okay, cool. Meanwhile, the cost of the boxes were put on our bill until we walked them back to the service center ourselves. On top of that, we don't always get our bills. And when we do, they're usually inaccurate. Thanks a lot for posting this article.

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  6. my box changes my channels and reboots iam about to thew it out the winow

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