This woman is not calling Time-Warner Customer Service

Interestingly though, she’s on the Time-Warner website. What the hell is she so excited about anyways? Good use of stock photography. Our calls can best be described as getting a rectal exam by a Dr. with gigantism in his hands.

Is Internet Access a utility? If it quickly becomes so, then I expect it to equally suck at least the service part of the equation. My wife had a 2yr contract for business broadband at her office. She had Comcast Cable. The area is now Time Warner. My wife moved offices to an area that is a non-Time-Warner area so we asked to have it transferred to our home rather than pay a huge penalty for cancellation.

Cost:

• $100/month service (no problem. I’ll take the fast internet any day)
• Many…many calls to figure out what her contract term was. My theory is this for any provider – “If you can’t tell me what my term is, my term is 0. If you can tell me, but can’t produce a signed document from me, my term is 0.” This is what I did to Dish Network. They said I had a 2yr contract. I had a 1yr contract and 2 months left so I asked them to produce the contract and the reply was
  • “oh we scan them, but we purge them out after some time.”
  • “Wow, you purge active contracts?”
  • “That is correct.”
  • “Then cancel my service now because you have nothing on me and if you send me a bill and f$@# my credit you will be fired and your company sued. How about giving me your employee ID now?”
  • “Ummm”
  • “Thanks for cancelling my service. Have a good day.”
  • “Ummm Is there anything else I can help you with.”
• 30+ calls to get through to the appropriate person. My wife was told numerous times “we don’t handle that call XXX-XXX-XXXX”. Multiple numbers, multiple times until my wife ended up talking to the same people over and over again with the same story. I guess they were too busy picking out what Time Warner logo to put on the Comcast vans as opposed to servicing their paying customers.
• Once it was determined that they were to move the service to our home:
  • 10 calls to schedule the installation (I will explain later).
  • Installer schedules for a day noone is home.
  • Installer supposedly came out, but noone was home the 2nd time (My wife was home). He supposedly rang the doorbell and also left a note. I guess my wife didn’t hear the doorbell and the wind must’ve obviously blown the note away.
  • 3rd install attempt – Guy does not show up again. Upon calling Time-Warner the response “Oh we rescheduled it”. Thanks alot for notifying me. It was nice sitting at home all day waiting.
  • 4th install attempt – DONE! He installed a 4port cable modem/router with only 1 port active. He told my wife if we want the other ports active we’d have to call in. Now judging by prior attempts, I’ll just plug in my wireless router. Tell me this – Why would you disable the other ports in the first place? Its not like I had 5 computers laying around. I guess it wasn’t obvious we might want to use the other computers online.

1 More year and guess what – I’m going to call Time-Warner and cancel at the end of our contract. If they ask why, I think I’ll give them my blog address.

Cost: Pain in the a$

Giving your utility the finger: Priceless

Update: I just saw this on a ISP forum: “I e-mailed for help throuth this system I’m going through now and it was returned to me. Your customer service has left much to be desired every single time I try to get help. On my home page, when I click “help” or “Webmail” or other windows NOTHING HAPPENS! It appears to me these areas are disable because you really don’t care about the customer and really don’t WANT to help.”

I finished watching “The Office”. It just occurred to me – Maybe their office was closing and that explains the no-care attitude. Doesn’t matter though. It’s not as entertaining as “The Office” and it’s not my fault they suck. Ahhh back to torrenting.