An Open Letter To Time Warner Cable In SouthEast Wisconsin

Sorry Time Warner, but I just gotta let go on you.  I have been pretty patient, but here is a clue.  I have had your service for three years now.  I have a DVR, 3 cable boxes, internet phone service, and turbo speed high speed internet service.  I am also an MMA fan, so I do order at least one PPV event every 1-2 months.

Yet for all of these services and bundles that Expire that cost me an average of $200/month, when I have a problem I have to go through a crazy rigmarole.

This morning I sat on the phone for 1 1/2 hours to have your technician in "Tier 3" determine after several tests with both my laptop and my desktop that the problem I was having connecting to my internet was with the wireless router.  It took me three phone calls, one of which was overseas,for the person to tell me that they don't actually handle wireless services to get to the Golden "Tier 3".  Another 45 minutes for it to be determined that the problem is with the router and not my drivers on my laptop, or my connections to my desktop or even my modem.

And yes the wireless router was provided by you Time Warner, not by Best Buy, because you told me I would receive support.

I guess by going through various channels I, your customer, have just saved you, Time Warner the service provider, money.  That's pretty funny.  I thought you, Time Warner, were supposed to be saving me, your customer money/time.

Today you cost me both money and time.  In fact the amount of money you cost me is the amount of my monthly cable bill, $200, which I will be paying at the end of this month.  Today I just doubled my cable bill with your crappy service system. 

Today Time Warner Cable just cost me $400.

Your System that saves you money cost me mine.  BIG TIME.

Comments

[Jeff Simmermon]

Hi -- I'm the director of digital communications at Time Warner Cable.

And, I'm really sorry to hear about your problems here. I tried to leave a comment here last night, but it didn't seem to take. If you don't mind emailing me your contact info and account information, we'll be happy to look into this and resolve your problems as quickly as possible.

Thanks,

Jeff Simmermon
Director, Digital Communications
Time Warner Cable
jeff.simmermon@twcable.com
Twitter: jeffTWC

[Rebecca Levinson]

Hi Jeff,

My email is in the about section of this blog. I had a technician at my house this evening to correct the situation which he did. My router wasn't working. It wasn't that having a technician come out was the problem it was that my loss of crucical work time cost my business $200 AT LEAST, while it could have cost maybe $10 because it really should have been a 5-10 minute call.

And this happens everytime there is an issue. To get to the right person, tier 3 or technician to come to the house, it costs me a good amount of money in my time.

[Alex Falkenberg]

I lost track long ago of the huge costs of time and money associated with (not) having (properly-functioning) TW/RR service. I had nearly a year and a half of complete and absolute hell. I told them what I thought the problem might be every single time I talked to someone. No one listened. In the end, it was exactly what I told them the problem was. If I hadn't been at the store to inquire, I have no idea when they would have let me know, despite them having had a memo detailing the problem at that point for more than a month.

Go figure, right?

I did finally get a credit on my bill, but it didn't even come close to all the time and money I lost suffering hundreds (literally) of disconnects a DAY, logging reboots, explaining my situation over and over and over again. So frustrating, so irritating. We had our first child during all of that mess, and our ability to use our phone to talk to relatives or email pictures, etc, essentially didn't exist for us. We were paying for Internet service that just didn't work at ALL. And again, all of this went on for nearly a year and a half, and the final resolution of it all wasn't really handled well at all. They threw a credit on our bill--nowhere near enough--promised us they'd look more into the history of our situation...but then apparently "forgot" all about us (we still have no idea, and that's been about a year ago now already, too).

Bottom line for us: we still feel like we were deliberately ripped off. SE Wisconsin TW offices couldn't figure out the problem, so rather than fix it, or even try to understand it, they just kept blowing us off. Promising callbacks and not doing so, running bogus speed tests and telling us things were OK. Leaving a cable line across our lawn for about a year. Hilariously ridiculous, completely unprofessional stuff like that...which we got the privilege of paying for.

Tons of ugly details on my blog, tweets via @twcmkecblmdmlog on twitter, if you're interested. Looking back, we were genuinely driven by the principle of the whole thing, and trying really, really hard to let the system do its thing (blowing off steam about it as we went, of course), but I'm not sure I (or my family) would willingly endure all of that again...or I'd certainly consider being a LOT more aggressive in pursuing more immediate (including legal) action as necessary.

Glad your stuff's working again.

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