Not resolved
Advertised vs Delivered
Billing Practices
Coverage Area
Customer service
Discounts and Special Offers
Diversity of Products or Services
Exchange, Refund and Cancellation Policy
Price Affordability
Product or Service Quality
Style and Design
Value for money

I signed up for Spectrum (formerly TWC) to save money on my tv/internet bill due to a job loss in my family. I moved from DirecTV to Spectrum.

The rep assured me $125 a month all in - all the stations you love (we reviewed the ones we watch most frequently), better faster internet and VOIP phone - you must have the VOIP to get the package. Here it is Mother's Day - and I am not getting all the goodies I like - Travel, Spike, I look at how to boost my stations. I log in and see my first bill = $225!! What?

that is not the $125 promised AND I'm not getting the channels I love. Well, I guess there is a $50 service call fee. Not that I was made aware of that. Which in turn added more taxes and fees.

The other $30 was proration for changing mid-cycle. Plus if you are in Digi Tier 2 that does not include Digi Tier 1 - that is another 20 bones per month - so how does Tier 2 not come with Tier 1??? Something sounds wrong here. So I call customer service - Person 1 - can't waive that service fee - even if you have been our customer with internet service for over 8 years.

So I say - I'll go back to DirecTV - um, now I have transfer you to Solutions since you said you would change providers. OK - off to solutions. Solutions is not a solution - did you know that NO ONE in the company can refund the $50 service fee - NOT A SINGLE PERSON. And the girl was chawing on her lunch while helping me - seriously?!?

Off to her manager - which was the worst experience in customer service I have had - and this one is topping my many calls to TWC. None of the traditional - what can I do to help (you are Solutions after all), it was: you want this, X dollars more. Oh and hey, if you want to argue all night - Rashawn will be more than happy to stay on the "line and argue as long as you want to" but you still can't get resolution to a $50 dollar fee EVEN if you would have wanted to take on the extra $20 to get the shows you want. There is NO ONE who can refund that fee.

Yes - he did say he would argue back with me as long as I wanted to stay on the line and that not a soul could help me with the fee. Now, keep in mind I've not even had this new wonderful service for a whole month yet. Installation was on April 23rd, this is May 14th. I say that's not much of a Solution is it Solution department and his response is well, I'm trying to help you here in retention - I thought this was Solutions?

Where am I calling and who is the next up the chain to talk to me? The answer - I can put in a ticket and a two day turn around is next in line for you customer if anyone calls you back. I say - I guess my solution is to go back to DirecTV since your retention department just lost a brand new customer. I'd cancel my net service too if they weren't a monopoly in my area.

Hate them? To say the least. If you can get service anywhere else I would.

What did I do - I called DirecTV they are reactivating my account with a free month a discount and other bonuses. I'll be bringing in my TWC boxes on Thursday the 18th since they don't come pick them up - oh ya, that is the customers responsibility too.

Product or Service Mentioned: Time Warner Cable Dvr Tv Service.

Reason of review: Poor customer service.

Monetary Loss: $100.

Preferred solution: Full refund.

I didn't like: Bad customer service.

Do You Have Something To Say ?
Write a review


Terms of Service
Post Comment

You May Also Like