Time Warner Cable
Written: Dec 06 '07
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Pros: Good television picture
Cons: Horrible Customer Service and bad company policies!
The Bottom Line: Horrible company to deal with! Will never use them again!
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| kiko_cat's Full Review: Time Warner Cable |
We were happy with Comcast Cable, had them for 10 years, then one day we get a letter saying that Time Warner has bought them out and will be taking over our service. Things still worked about the same for another month until they started taking over everything then everything started falling apart.
Transition
One day our cable went off completely and we called to find out when things would be back up. We were told, today was a planned day and we should have received a letter about it, saying that service would be down for several hours while the last Comcast lines were moved to Time Warner lines. We received that letter a week after this.
This was just the start of our problems though. Service was down usually between half an hour and an hour daily. When we would call we were always told it was being worked on or not given any answer that made sense.
Customer Service
They treated us like we were two and knew nothing about computers. (Funny thing is we knew more than their techs who were reading from books most of the time. Even when they came out to fix lines we ended up doing the work for them.) But it was always the same thing:
1. Are the lights on?
2. Is the router/modem connected to the wall?
3. Is your computer turned on and connected to the router/modem? (Yeah ok I would call if my computer was off :) )
4. OK Unplug the modem/router and turn off your computer.
5. Now plug them back in and turn your computer on
6. Does it work now?
Even if we told them that we had done all of this they would still have us do this again.
So no use fighting it. We would just go along with it and waste the time.
Then after all this was done and it still didn't work they would sound very confused. Sometimes after this we would get transferred to a tech above them and sometimes we would be told it was a known situation and was being worked on. OK if it was known I hope they enjoyed going through all that with me.
Billing Department
OK the worst department on earth to have to deal with. Yes, even worse than that of the Techs. We had to call several times to pay our bills over the phone but that was alright since usually we went to the office and paid there. They were great at the office and actually treat people like human beings. However, calling in was a different story. Guess since you can't see them and they can't see you they don't care how they treat you. If you ever have to call the Billing Department be prepared for a person with a superior attitude. Some might be nice but a majority of the ones I have spoken with were not.
Utter Sliminess
I'm not even sure that is a word but it describes how I feel about them. If you have read some of my other reviews you know that the house I lived in burned down. We lost the house and almost everything inside it. Including our cable converters and remotes. We cancelled our service with Time Warner along with all other utilities as soon as we could after the fire. No need to have them on. We then went into the local office and asked what we should do about the converters and remotes since they had been lost in the fire. He asked if we could try to get any remnants of them out. We told him we would try since we were being allowed to go in to get anything we could salvage out.
We did get some things out but the converters were melted into the cabinets they were on and could not be even recognized as converters. The remotes were nowhere to be seen and were probably melted as well if not burned completely. We went back and explained this to him and he made a comment in our account and told us everything would be fine and their insurance would take care of it.
A week later we got a bill for $1200.00 for the lost converters and remotes. We called and explained again that they had been lost in the fire and were again told fine disregard this. We did and the next month we got another bill. This time we sent it to our insurance company and he said no problem he would take care of it or have their insurance cover it since that's why cable companies carry insurance. Later he called and told us that it wasn't covered on ours because it would be covered on theirs.
So we call them and they say oh sorry we'll take care of this.
Now here is where it gets slimy. We get a call that night from Time Warner asking when they can pick up the c converters. We say what converters, our house burned down. They said ok fine we'll come to your new house and get them. We explain they burned in the fire and are hung up on.
The next day we get another call asking when they can be picked up because we have not turned them in. I explained again and was told well you should have taken them out of the house. I asked you mean during the fire I should have removed them and was told yes they should have been taken out before the fire. OK I don't think he understood me at all and then he hung up on me too.
A month later we get a bill from a collection company for $600.00 and are told that if we pay that the entire bill from Time Warner will be forgotten although this has been added to our credit report. We call and ask again about this and they say well since they were lost in your possession we need you to pay for them. So forget it, we pay them. We just want this done with.
You think it's over. This is Time Warner Cable!! No, we again get a bill from Time Warner saying thanks for paying $600.00 you now only owe $600.00 or this will be turned over to collections and added to your credit report. We decide this is stupid and pay it. Fine you win but we'll never use you again and I'll tell everyone what happened (oh I guess I am now).
Later we get a copy of our credit report and see that not only did they report us because of the collection company but also put us down as a $600.00 charge off even though we have paid. Very slimy and now to remove that would take months of debating.
Service
Television service was good and always clear. I have nothing at all bad to say about that. We had three televisions all with cable and they all received very good, strong signals.
Cable was another story. We paid for the fastest speed and were generally only getting 4GBs according to 2wire so either a lot of people in our neighborhood had cable or it was a bad signal. Could have been either way but it was all we could get so we dealt with it. Service was constantly going down. As stated above we had 10 years of service with Comcast without many interruptions (maybe 3 within the 10 years that were significant enough in length to call), with Time Warner it seemed we would call at least once a week about service.
Conclusion
If there are other options in the area I would recommend looking into them before going with Time Warner. I have seen many people change from their service because of the horrible customer service department. I will never use them again and every time I hear someone is I ask them why. Usually the response is I have no clue or they laugh so this issue is not just me. Now I live in an area that has Comcast again and the service is just as great as it always use to be. Have had them now for three months and not once outage, this is how cable should be!!
Recommended:
No
Amount Paid (US$): 120.00
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Epinions.com ID:
kiko_cat
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Location: Indiana
Reviews written: 207
Trusted by: 199 members
About Me:
Well life has been insane but trying to write more again.
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