Dear Time Warner Cable

Category: Weekly Columns

 time warner cable

Mr. Glenn Britt
CEO, Time Warner Cable

Dear Mr. Britt;

I am writing to you to express some consumer feedback that you may not be receiving. I have been a loyal paying “bundle” customer for several years. We get our Internet service, Cable television, and landline phone services via Time Warner Cable. We regularly pay a substantial fee for all these services. Yet, sometimes these services don’t work and when one goes down, they all go down.

Recently, I’ve noticed a plethora of Time Warner Cable commercials targeted towards the small business customer. They tout your great service, speed, customer satisfaction guarantees, and all the usual advertising sales talk. And, there are plenty of them.

But, evidently there are not plenty of customer service reps to help out a little customer like me. I was informed of this today after waiting 20-some minutes to seek some help with the second outage of ALL services at our home during the past few days.

Of course, I cannot find or is there a customer service center phone number for my area. Evidently, those are not available to residential customers like me. We have to call the national “helpline” and I use that word facetiously, given the “help” I received. We have to wade through a horrendous voice-menu trying to force us to not bother an actual human being and do it online. That would have been fine, IF I could have gotten online.

Naturally, I was sent from one department to another. Naturally, the first person had NO IDEA that there was an ongoing outage issue in my area because, of course, he WASN’T anywhere near MY AREA! Naturally, I got all the usual “I’m sorry for your inconvenience, sir” bromides. And, naturally he had no authority to actually offer any compensation for the lost services, my lost work, and the extra time I had to spend leaving my home office to find wi-fi at a local coffeehouse.

Naturally.

But, I sure see those commercial a lot. There’s a budget for those, but not for customer service reps so we “little people” don’t have to be on hold for 20+ minutes.

I have a suggestion, Mr. Britt. Maybe, instead of trying to secure more customers with your large television-advertising budget, you might try to offer consistent and decent service to loyal, existing customers. When we “bundle” we are quite dependent on your services and we actually pay a decent monthly fee for said services. Maybe we matter, too?

You might get a slight sense of crankiness from my letter, for which I apologize. I wasted a lot of time and lost a lot of necessary work time thanks to your “services.” I even had to rush to a local wi-fi spot to host my weekly #DadChat, which is a Tweet Chat I founded and host each Thursday evening. It was not easy doing it with my laptop on my lap at that afore-mentioned coffeehouse. I challenge you to read, write, respond, and send 200+ tweets in one hour like I do every Thursday – that way!

So, Mr. Britt I hope you will consider that advertising about great customer service really has no value if we customers are treated like I was. We had NO “service” twice in less than a week and no one seemed to care, except for the apparently scripted, “I’m sorry for your inconvenience, Mr. Sallan” robot-like apologies.

Have a nice day.

Bruce Sallan

  • http://www.8bitdad.com Zach Rosenberg

    A great time-saving website is GetHuman.com. That’ll tell you how to directly dial a human so you don’t have to go through menus for 20 minutes. For Time Warner, check here: 
    http://gethuman.com/phone-number/Time-Warner-Cable/

    I did my time with a bunch of companies and dealt with outages. And no matter who says they value customers more, they all do the same thing: outsource to an international call center. At one point, I was without internet service (a dry-loop DSL connection) with Verizon for THREE WEEKS! It was only after I had literally called the Better Business Bureau to “tell on them” that I got someone in the United States ready to handle my problem.

    So – I’d say to try the number GetHuman gives you – and if you’re not receiving the kind of world-class customer service that they purport to have, call the BBB. Not only will the BBB contact them and have someone high-level call YOU, but they’ll follow up with you to make sure the problem is solved.

    • http://www.brucesallan.com Bruce Sallan

      GREAT advice Zach and sooooo sad that it has come to this! How are you, btw…we are OVERDUE for a catch-up IRL!

      • http://www.8bitdad.com Zach Rosenberg

        I’m doing alright. Been out of work for awhile, which is bad – but in the meantime, we found a house in Thousand Oaks and have been moving for the last couple of weeks. Been really busy. Once we’re in, I’m going to go to Apple One and see what they can scrape up for me, unless you’ve got a suggestion of a better employment agency. I haven’t had to panic in years, so I don’t know who the hot employment agency is now!

        Good to hear from you – and yes, we’ll have to get together again soon!

  • David Weber

    I’m glad I’m not the only one who is astonished and angered by the poor quality of TWC’s customer service function. that’s what happens when you get a monopoly on a utility.

    • http://www.brucesallan.com Bruce Sallan

      The sad irony is that they are NOW trying to help me – ONLY because of this column I think – but we’ve yet to get any meaningful resolution! Amazing!

  • http://profiles.google.com/sueinge Sue Ingebretson

    Can totally relate! We just dropped Time Warner and when we called to cancel service, we said, “Do you want to know why?” They said no. Well … there’s your answer! That’s WHY we dropped it! 

  • dougricesmbiz

    My question is, “Where is the Time Warner Rep that should be responding to this blog post?” #brandmonitoringfail

    • http://www.brucesallan.com Bruce Sallan

      Well Doug, they finally did – and “finally” is really the wrong word, ’cause it happened pretty quickly upon the publication of this post…we didn’t get things resolved quite as quickly but they did pay attention. As I’ve said before, it still saddens me that I had to resort to this public display to get help! 

  • http://youtu.be/YGK5LT_fvcQ Mike

    I feel your pain, TWC Drives me crazy! I got so upset tonight I posted a review of our DVR box.  http://youtu.be/YGK5LT_fvcQ

  • Lucy Taylor

    iTunes Customer Service officials team provide the world-class services for Apple iTunes related issues. For instant help, Call at iTunes Customer Service Number

  • Printer Support Number