Report: #418902

Complaint Review: Time Warner Cable

  • Submitted: Sun, February 01, 2009
  • Updated: Thu, June 11, 2009
  • Reported By: Canton Ohio
  • Time Warner Cable
    5520 Whipple Avenue NW
    North Canton, Ohio
  • Phone: 877-772-2253
  • Web:
  • Category: Cable TV

Time Warner Cable Customer Service Lies North Canton Ohio

*Consumer Comment: To ex employee

*UPDATE EX-employee responds: Typical TWC

Show customers why they should trust your business over your competitors...

To start off, I have never filed a report on or any other website for any business in the past.

My wife and I decided to switch from Direct TV to Time Warner Cable when we moved into our new home.

When I first called Time Warner Cable, the customer service representative was very helpful. We were excited about the switch. We signed up for the phone, high speed internet, and digital cable.

Our scheduled install was for Saturday 1/31 from 10am-Noon. When no one came by Noon, I called Time Warner Cable customer service (I was on hold for over 30 minutes). I hung up and called back and scheduled a call back to me from Time Warner Cable. Two hours later they finally called me back. Then put me on hold for 30 minutes because they had to transfer me. They told me that someone came to my house at 11:55am and said I was not home. They told me that the installer left a note on the door and also called.

I checked the door, the garage doors, the back doors...nothing on any door. I checked my phone which was on all day. No missed calls, no voice mails. I was excited about switching over and made it a point to be by my door waiting for them. No one came by, they lied.

The customer service rep told me that they would make sure someone came by before 6pm on the same day. So I had to stay home until 6pm so that someone would be here. At 6:05pm I called Time Warner Cable again.

They said sorry, etc. They then promised to be here by 8pm on the same day (1/31). At 8:15pm I called again, this time I was getting pretty frustrated. The customer service representative said sorry, etc and then promised it would be installed today (Feb 1). She comfirmed with her supervisor and told me that she couldn't give me a specific time and it would be between 8am and 8pm Feb 1.

I wasn't happen about that, but I said ok. I really wanted to have my cable tv installed so I could watch the super bowl tonight.

Around 3pm still no one has come. I called again just to try and get a better time frame. The new customer service rep said that I was not scheduled for today. They could fit me in their next available time in a few days.

I asked to speak to a supervisor. I waited on hold for 15 minutes and the rep comes back on and says no supervisors are available. She asks if she can transfer me to a supervisors voice mail. I told her no I would hold. I was on hold another 5 minutes and she came back on and said she would transfer me to a supervisor. She sent me directly into the supervisors voice mail. 3 hours and no call back yet.

At 4pm I called back since I didn't get a call back. The same thing, I asked for a supervisor and I was told there are none available. The supervisor was on the phone and he would call me back. I asked to be placed on hold so I could speak with him and the customer service rep told me that I could not. She took the message and assured me that I would get a call back within an hour. Almost 2-1/2 hours later still no call back.

At this point I don't know what to do. I can't seem to get any answers, just more promises that do not get fulfilled.

I understand that sometimes things happen, but be honest and give straight answers. If Time Warner Cable was honest with me I wouldn't be so upset. I have wasted two full days waiting for them.

The sad part is they don't seem to care.

Canton, Ohio
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#1 Consumer Comment

To ex employee

AUTHOR: Unknown - (U.S.A.)

I wonder is it just how bad Time Warner was treating their cutomers that made you quit? I believe the reps either from Kettering or from Cincinnati does not know what they are doing. I was told by a technician that the customer service reps has no training when it comes to telling you what is wrong..I have been lied to by your reps in Dayton and of course Costa Rico..I wonder who trained all of you? Not anyone with a brain that is for sure.. I have been told by reps that why I don't have cable is because of something at the pole at the street..Well about 1/2 hr later by box came on and all was fine..The reps would schedule appointments for me without telling me and also cancelling them while I sat at home without pay from my employer waiting for a teck that never showed or called..Don't blame your sorry excuse on the tecks. Just blame it on your poor training and knowing how to lie thru the teeth real well..
Thank goodness for the converter box now..I am cancelling my cable and going there..
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#2 UPDATE EX-employee responds

Typical TWC

AUTHOR: Anonymous - (U.S.A.)

I worked there and the reason the tech never showed up was because he was probably running late....when that happens he will skip a call and say the person didnt answer the call or no one was home even though their was no etempt made on his part...I quit TWC because of the way they treat the customers THEN switch services because once I had to pay for TWC service it wasnt worth the price.
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