- Report: #537150
Report - Rebuttal - Arbitrate
Complaint Review: Time Warner Cable - No Show and Thirty Tries Later Gets it Right
Time Warner Cable - No Show and Thirty Tries Later Gets it RightInternet United States of America
Time Warner Cable - No Show and Thirty Tries Later Gets it Right Jeffrey L. Bewkes Andy Pinkins, Annette Rosas, and Time Warner Cable Makes Mistake after Mistake after Mistake on a Simple Cable Intall Internet
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My Goal: Get Cable Installed on 3 TV's in My Office
It's a simple request.. I shopped around and found that my building can only get Time Warner.. nothing else.
So I found a deal online.. It was fairly simple to order and I printed my confirmation and time to be here for the installer.
PROBLEM 1: 8 am to 5 pm.
No worries. It was a day after the Thanksgiving holiday. I had to make a special trip to make sure I was there to meet the guy. I even cut the holidays short and paid extra to take the flight back.
PROBLEM 2: 6 pm rolled around and I called to see what the problem was.. Noone had showed. The installer did not show up.. I ate lunch in the office. I haven't left the office. Noone had showed. 8 am to 5 pm (it's 6 pm)
PROBLEM 3: I was transferred to four different people and offices. I had explained the situation, and they had stated that I was such a moron for ordering online.. and that is for houses only not a business. I had stated that a simple phone call would have helped, or the right thing to do was this: You have the order. Customer wants cable. Give the order to the right dept and see if they can fulfill the order. If they can't, then call or email the customer to let them know the next steps.
PROBLEM 4: Well - let's see.. you have my cc information.. you have my order.. you know that I want cable in my business office. Why didn't anyone send that to the appropriate dept and let them get it installed?
PROBLEM 5: They put me on hold. Someone else picked up. Guess what happened next?
PROBLEM 6: Someone in the other dept had picked up my call. Oh sorry sir.. you've got the wrong dept.. I know that. I was transferred 4 calls ago.. Why did you pick up?
PROBLEM 7: Let me transfer you. We're sorry - that dept is closed now (after an hour later)
Of course it is.
PROBLEM 8: Spoke to a manager about getting cable on my 3 TV's in the office. Andy Pinkins finally put me through to Annette Rosas. Annette took the order and scheduled the order. I made sure to cancel all my appts cuz guess why?
8 am to 5 pm. - The times available for the installer. I thought that having these big windows was a thing of the 1980's and was solved by now. It's 2010 and we still have these wide open windows where the installer could or could not show.
PROBLEM 9: The install guy came today. Said that he could only do 1 TV.
I was livid.
PROBLEM 10: Annette calls me and says they are reviewing the calls and the order because she was only told 1 TV. I said I would never say 1 TV after telling my story over and over and over again.
Remember my goal: 3 TV's need cable in my office.
I always start out with that.
PROBLEM 11: So now, after spending money to cut my holiday short.. to wait for someone to show up.. and having a no show..
AND then, cancelling all my appts for today.. and having the guy tell me that his work order only says 1 TV.
And then, now having to wait another week.. another 8 to 5 for the 3rd try.
Well the 3rd try is next week...
I'll keep you posted. However, if you have Time Warner, then I would cancel immediately. If you are thinking about getting Time Warner, then I would NOT even consider them. If they are your only option, then make precautions to get it right the first time (cuz that seems impossible)
And if you are on the Board of Directions of Time Warner, please document this experience as, "I'm not the only one!" Please review your order process online to include both residual and business. (make sure the prices match - because the service is the same but I pay double to have it in my business)
The Board of Directors of Time Warner:
Jeffrey L. Bewkes - CEO of Time Warner
James L. Barksdale - President
William P. Barr
Stephen F. Bollenback
Frank J. Caufield
Robert C. Clark
Jessica P. Einhorn
Michael A. Miles
Kenneth J. Novack
Deborah C. Wright
Thanks for listening, and hopefully, if you are Time Warner - you will make all the necessary changes because your complaints about dish and internet taking over.. well I can see why!
This report was posted on Ripoff Report on 12/10/2009 10:01 AM and is a permanent record located here: http://www.ripoffreport.com/r/Time-Warner-Cable-No-Show-and-Thirty-Tries-Later-Gets-it-Right/internet/Time-Warner-Cable-No-Show-and-Thirty-Tries-Later-Gets-it-Right-Jeffrey-L-Bewkes-Andy-P-537150. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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