Time Warner Tech Support

[Kathy]

Tech support through Time Warner used to be at least semi-decent.

Last night we tried to watch one of the On Demand movies. Everything worked
until we pressed "Buy". It went off into never-never land, saying please
wait, but 20 minutes later nothing had happened.

So we called, last night around 7:30 pm. The wait to speak to someone was
35 minutes. We wait 20 minutes, then get disconnected. We call back, it's
busy. We call again, and end up waiting on hold for 35 minutes without
being disconnected. We finally get someone. The person on the phone had us
unplug our box multiple times, but it still didn't work.

They told us to try again today. Still doesn't work.

They said maybe we need a new box. The next possible time they could bring
a new box is 10 days from now. We had to spend 90 minutes on the phone to
find this out. What a waste, we should have driven to the video store, but
hindsight is better than foresight I guess.

This is the service we get for the $100+ /month we shell out for all this?
35 minutes on hold? 10 days for a new box? All for the privelege of
shelling out another $4 to watch a movie?

Things used to be better than this.

BTW, I called AOL again for help with an issue, I was speaking with a tech
within 5 minutes, he took care of things within another 5 minutes, and he
had a good command of the English language.

Nobody cares about customer service any more it seems.

- Kathy

[Scott Lindner]

Post by Kathy
Nobody cares about customer service any more it seems.

Especially when there is no free market competition!

[s***@san.rr.com]

This is exactly why I have have used and loved DirecTV for close to 10
years... even when I worked for TW and got the discount on cable it
wasn't worth it! Consistantly better quality, lower price, excellent
tech support, you name it, it is better. Do they really believe I
would switch to low quality, overcompressed, expensive, virtually
unsupported cable even with their new monthly "satellite user penalty
fee?"



On Sat, 08 Oct 2005 19:23:20 GMT, "Kathy"

Post by Kathy
Tech support through Time Warner used to be at least semi-decent.
Last night we tried to watch one of the On Demand movies. Everything worked
until we pressed "Buy". It went off into never-never land, saying please
wait, but 20 minutes later nothing had happened.
So we called, last night around 7:30 pm. The wait to speak to someone was
35 minutes. We wait 20 minutes, then get disconnected. We call back, it's
busy. We call again, and end up waiting on hold for 35 minutes without
being disconnected. We finally get someone. The person on the phone had us
unplug our box multiple times, but it still didn't work.
They told us to try again today. Still doesn't work.
They said maybe we need a new box. The next possible time they could bring
a new box is 10 days from now. We had to spend 90 minutes on the phone to
find this out. What a waste, we should have driven to the video store, but
hindsight is better than foresight I guess.
This is the service we get for the $100+ /month we shell out for all this?
35 minutes on hold? 10 days for a new box? All for the privelege of
shelling out another $4 to watch a movie?
Things used to be better than this.
BTW, I called AOL again for help with an issue, I was speaking with a tech
within 5 minutes, he took care of things within another 5 minutes, and he
had a good command of the English language.
Nobody cares about customer service any more it seems.
- Kathy

[Mike]

Time Warner is a joke. This is bar far the worse cable and Internet service
I ever had. Now I can hardly connect anymore. When I call tech support I
give up after being put on hold for 45 minutes. I think its time to notify
the cable regulation board in Sacramento

[Mike]

Time Warner is a joke. This is by far the worse cable and Internet service
I ever had. Now I can't hardly connect anymore. When I call tech support I
give up after being put on hold for 45 minutes. I think its time to notify
the cable regulation board in Sacramento

**Had to repost this because I am so pissed I didnt care about grammar

Post by Mike
Time Warner is a joke. This is bar far the worse cable and Internet service
I ever had. Now I can hardly connect anymore. When I call tech support I
give up after being put on hold for 45 minutes. I think its time to notify
the cable regulation board in Sacramento

[Scott Lindner]

Post by Mike
Time Warner is a joke. This is by far the worse cable and Internet service
I ever had. Now I can't hardly connect anymore. When I call tech support I
give up after being put on hold for 45 minutes. I think its time to notify
the cable regulation board in Sacramento
**Had to repost this because I am so pissed I didnt care about grammar

Thankfully we don't need free market competition to get great service.

[stevech]

would it help if all these issues were properly written up and sent as
comments to the local government in charge of the franchise?
I know it takes a mountain of mail and intense pressure to get the
politicians to do anything - so go speak before the city/county councils if
you really want reform. As I recall, these monopolies get graded on
complaints and the law says they are supposed to be held accountable for
poor scores - in terms of abated rates or new competition. Bitching here
won't help I say.

Post by Scott Lindner

Post by Mike
Time Warner is a joke. This is by far the worse cable and Internet service
I ever had. Now I can't hardly connect anymore. When I call tech support I
give up after being put on hold for 45 minutes. I think its time to notify
the cable regulation board in Sacramento
**Had to repost this because I am so pissed I didnt care about grammar

Thankfully we don't need free market competition to get great service.

[Scott Lindner]

Post by stevech
would it help if all these issues were properly written up and sent as
comments to the local government in charge of the franchise?
I know it takes a mountain of mail and intense pressure to get the
politicians to do anything - so go speak before the city/county councils if
you really want reform. As I recall, these monopolies get graded on
complaints and the law says they are supposed to be held accountable for
poor scores - in terms of abated rates or new competition.

I'm not sure there is any formalized grading procedure. But if you make it
enough of a headache any politician will do what it takes to make the
headache go away.

Good point. Thanks for mentioning it. I assumed I couldin't do a thing
because this issue has been addressed many times at the Federal level
without action.

I'm writing my 7 year history letter to the city this week...

Post by stevech
Bitching here won't help I say.

I think it does. I'm not only bitching here. I'm educating by providing
the facts about this. Most people don't even know that TWC enjoys a
monopoly for it's cable television business and do not understand that
enjoying freedom from competition on its ISP is not granted yet it behaves
like it is. The more people that understand the truths, the more people
that will write the letters.

Scott

[s***@san.rr.com]

I wish you guys well and all the luck in the world and I sincerely
hope that you get somewhere with this. The TW abuse of power from
their franchise monopoly is truly sickening. The downside is that, in
case you haven't noticed, the San Diego city governement is as corrupt
as they come and are for sale to the highest biddger. TW has pretty
deep pockets and it is doubtful anything meaningful can be done by
citizens to reduce their stranglehold.

Dave

Post by Scott Lindner

Post by stevech
would it help if all these issues were properly written up and sent as
comments to the local government in charge of the franchise?
I know it takes a mountain of mail and intense pressure to get the
politicians to do anything - so go speak before the city/county councils

if

Post by stevech
you really want reform. As I recall, these monopolies get graded on
complaints and the law says they are supposed to be held accountable for
poor scores - in terms of abated rates or new competition.

I'm not sure there is any formalized grading procedure. But if you make it
enough of a headache any politician will do what it takes to make the
headache go away.
Good point. Thanks for mentioning it. I assumed I couldin't do a thing
because this issue has been addressed many times at the Federal level
without action.
I'm writing my 7 year history letter to the city this week...

Post by stevech
Bitching here won't help I say.

I think it does. I'm not only bitching here. I'm educating by providing
the facts about this. Most people don't even know that TWC enjoys a
monopoly for it's cable television business and do not understand that
enjoying freedom from competition on its ISP is not granted yet it behaves
like it is. The more people that understand the truths, the more people
that will write the letters.
Scott