Time Warner Cable - Customer Care Review

1.0
Details
I made an appt last week for TWC to come out this morning at 10:00 to fix a problem that is on their end. I received 4 texts and phone calls over the weekend confirming they are coming....to the point it was annoying. At 9:30 I got a text saying my tech was in route then suddenly I got another phone call saying they don't have anyone in my part of town (near 635 and Hillcrest...really?) so they are rescheduling for 1:00 today. 2:00 rolls around and no tech. I call them. They said oh we changed it to Tomorrow. No one even told me! I said you need to send someone out today and the cust rep person just transfers me to a different person without telling me and I have to start all over. I hate this company with a passion.
View full review
2 comments
Anonymous
#1322190

TWC (now Spectrum) has not really improved much over the years, but the price sure has gone up. I haven't changed anything significant regarding viewing habits and internet usage, but my monthly bill has skyrocketed.

What used to be $120/month is now $195/month. They really need to give the option to get rid of stuff we don't watch (how many sports channels do you think we need??). I would move to a dish but they are horrible and the price difference isn't really significant.

$195 for watching 10 channels and having internet. It's worth about $75 to me.

Anonymous
#1313118

Sorry to hear that! Missing appointments and rescheduling are a real and frustrating inconvenience for anyone...

this is why we created a tool that can help you turn your frustration into action. SendDavid's technology helps you file complaints and demand for refunds they can't ignore! Our clients get $860 refunded on average.

It takes two minutes, and is only available in NY (for now.) I think we can help you. Hope you try it!: http://bit.ly/2o6YYnx

View more comments (1)
ID
#1029234 Review #1029234 is a subjective opinion of poster.
Service
Time Warner Cable Customer Care
Reason of review
Poor customer service

Time Warner Cable - TWC-Spectrum...UGH

1.5
Details
Never, ever, ever, ever in my life did I think I would ever be singing the praises of Time Warner Cable over any other company, but FOR GODS SAKE SPECTRUM HOW DID YOU MANAGE TO MESS UP TIME WARNER CABLE EVEN FURTHER!!!!!!!!! The 3 month period of outages I had to endure last summer while you "upgraded our internet speeds" was bad enough (thank you TWC for the measly but now-appreciated-in-hindsight $30 credit I received for that). However, I have been a TWC customer for 5 years. Any time I was late on a bill, I was always able to make a payment arrangement to avoid service interruption. And now you've taken away the ability for your customer service reps on chat and on phone to do payment arrangements???!!!! Literally, none of the 9 people I've spoken to over the past couple of days have been able to do anything for me. They tell me "the computer won't let us do that." "No one can override the computer." "Your cut off date is the 29th, but your service could be lost prior to that because the computer does it and we can't override it." WHAT!!!! It is absolutely ridiculous that there is not a single human being in your entire organization that can help me with a payment arrangement, a credit, a pushback on my service cut off date, ANYTHING to help a customer who was with the company you recently purchased for 5 years. Comcast sucks. TWC sucks. But SPECTRUM sucks more. I hope you go bankrupt, you idiots. I'm switching to Centurylink on Monday when they have my service activated.
View full review
1 comment
Anonymous
#1308242

You're chronically late - either downgrade your services or pay your bill on time. No one cares why you can't pay your bill .

ID
#1026199 Review #1026199 is a subjective opinion of poster.
Service
Time Warner Cable Customer Care
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution

Time Warner Cable - Customer Care Review

1.0
Details
Called to inquire to if internet ONLY was available at the address to where I'll be moving. I explained in the beginning, I was calling for future reference and would not be moving until May. I also explained that I was under contract still with a satellite provider and would not need cable yet, only Internet. After first trying to talk me into a bundle deal and basically telling me to just abandon my satellite contract, the customer service rep, then acted as if he was totally shocked that I wouldn't be needing service for almost two months, eventhough I had already told him that. He said it was "rather odd" in a pissy tone, that I was calling to inquire about service now. He was extremely rude when he didnt make a sale. I could get internet service through Time Warner for about half the price as I pay now, but I may rethink that decision. Their customer service, or the service I received today, anyway sucks.
View full review
ID
#1024102 Review #1024102 is a subjective opinion of poster.
Service
Time Warner Cable Customer Care
Reason of review
Poor customer service

Time Warner Cable - Customer Care Review

I tried calling and was on hold for 40mins. So i drove 45 miles to the Bangor Maine the office. To pay my bill which is so *** difficult to read cuz even if u pay them up to date they are still wanting more...a month ahead ***... the man i talked to Jimmy or Jamie or james i cant remember. Anyways he was VERY RUDE!!! i wish i could find a different internet company i would change in a heart beat!!!
View full review
ID
#1020408 Review #1020408 is a subjective opinion of poster.
Service
Time Warner Cable Customer Care
Reason of review
Poor customer service

Time Warner Cable - The biggest loser

1.0
Details
These folks are at the apex of poor! When you go on-line to fix a problem (AND YOU WILL HAVE PROBLEMS), they try to solve through a chat that is an infinite loop to nowhere. Then, you call them only to find that they are inadequate in solving your problem because they truly are clueless, and sadly, many times there is no solution. If you have options, go anywhere else than to subscribe to this excrement of a company that reminds me of the sludge that Andy Dufrane crawled through to escape Shawshank prison. (Actually, the sludge would be an upgrade than dealing with these incompetents.)
View full review
ID
#1014173 Review #1014173 is a subjective opinion of poster.
Location
Austin, Texas
Service
Time Warner Cable Customer Care
Reason of review
Poor customer service

Time Warner Cable - Bad business practices

1.5
Details
Time Warner / Spectrum is the worst. Their service intermittent, but the worst part is their customer service departments. When moving I found that they did not have stores anywhere near me to return the modem, so they told me to just drop it at a FedEx store, who had no clue what I was talking about. Then when I called them back they didn't have an address where I could mail the modem and said just send it to the address on the statement, to which I responded that is probably just a billing address. Their answer was they didn't have another address. How can their customer service department not have an address. So that is where I went ahead and mailed the device on a Friday, by Monday they had the modem back, however that Thursday I was called by their collection agency for the cost of a device that they had. To make this even more ridiculous, they had never billed me and every time I asked about a bill they told me that I would get one mailed after the device was returned. Couldn't log on to the account anymore because as soon as you cancel service they kill your online account. All of this for a device that they will throw away. I don't know if they make this so difficult so people will just give up and give them the extra $85 or what, but I am appalled at this practice. DO NOT sign up with this company!
View full review
ID
#1005913 Review #1005913 is a subjective opinion of poster.
Service
Time Warner Cable Customer Care
Pros
  • When it worked
Cons
  • Clueless customer service
Reason of review
return of device
Loss
$100
Preferred solution
not only credit back for the device that was returned, but to also waive the remaining charges

Time Warner Cable - And this is why 'the cable company' has it's reputation

1.0
Details
Just got off the phone with Time Warner...soon to be Spectrum. After spending 2 hours on the phone with them 2 months ago to get my service changed to a newer/better plan at the same price (yes, it did require me telling them to cancel my service before they 'offered' to switch me), they told me that I needed to pick up my equipment before the plan would go into effect. This is for a summer vacation home and I wasn't able to pick up the equipment until today (2 months later), so they told me that everything would be noted in the system and to pick up the equipment when I was back in the area. Today I am at the summer home checking on things, so I called Time Warner...was transferred to 3 departments and finally given the same horrible customer service line I was given before: "Sorry, we can only honor that package for new customers." Mind you, this is after giving a full explanation that I'd already been through this process 2 months prior. The customer service rep sounded like he really didn't give ***. I hope they get some good competition soon...I think they need a hard kick in the ***.
View full review
ID
#1000402 Review #1000402 is a subjective opinion of poster.
Location
Utica, New York
Service
Time Warner Cable Customer Care
Pros
  • Product
Cons
  • Customer service
Reason of review
Poor customer service
Preferred solution
Give the the current promo offer....simple

Time Warner Cable - Customer Care Review

What a hassel. 1st,appt achedules tech hwre on time then,incorms me that i dont have cable run to my house and he haa to call another crew or reachedule. I said get a crew. Well that did not happen. Ao rescheduled with their call center to be told well why i did not confirm with tech on his arrival. i said well ah that requirea thw texh to confirm my appt like i was told he was to do. And why are you lecturing me on the tech arrival .. My complaint is that why didnt a sales peraon ask me if i have ever had cable run to my home. Well in the wnd al rescheudled and we will wave the $60 install fee for thw inconvenience. What!!# $&.. I was not told bout a install fee. Strick 2. So aftwr waiting fo my reacheduled tech.... Which i saw aitting about 3 blocks when from my home when I arrives home.. No call to tell me they couldnt find my my well address marked home... No call to confirm appt as promised by the call center. So i go out to look about am bour latee and no tech no truck. So i call the call center to find out why i dont jave a tech aa promised I was told the tech could,t dind the home or anyone home. ..hum the laat tech found us. Humm my street address is on the mailbox WELL MARKED !! .we can reschedule you. I said no i want a tech to arrive now aa scheduled. Ok well ww can not promise a tech until 7,pm to nite. Hum? Ok it is wintee it is dark by 7 pm i live on apoorly,lite atreet and they,plan on installing,line to my houae thru trees in the dark huhhh... Oh and lets not forget at 7 pm they quote 4,hours ofr installation. Ok this is monday nite. So i expect to be skippy happy that a stranger ia going to be in my home at notw untill almost midnight to install my se rvice and i have to get up and go to work the next day.....NOT!!!! I informed them a tech within 2 bours to save this sale.... Or they will find me wrath of bad bad service and a,cancelled contract. I will tell every one and morw how horrible they are and more. I will say this maybe frontiera sucky service mY be tolerable...based o, this companys horrible service. I hate direct tv since they became att..i hate att service in my area sucks... So why do I want to auppprt horrible companies... And worse try a new company who really doesnot want seem to care about customers either. Spectrum time warner sucks the big hole.... They are fired.!!
View full review
ID
#1000094 Review #1000094 is a subjective opinion of poster.
Service
Time Warner Cable Customer Care
Reason of review
Poor customer service

Time Warner Cable Customer Care Review

I has a terrible experience I set up bank draft twice and they cot my Internet off...I called to find out whats happening and got a rude and unprofessional employee by the name of Stephon...He was rude and condescending...I am cancelling my service...And find a Company thst is more customer frirndly..
View full review
ID
#998836 Review #998836 is a subjective opinion of poster.
Service
Time Warner Cable Customer Care
Reason of review
Poor customer service

Time Warner Cable - Unethical Harrassment

1.8
Details
Time Warner Cable - Unethical Harrassment
I had been using time warner cable since November 2003. I am moving and cancelled my service in early November. I returned all of my equipment at their store so it could be disconnected. They deleted my account info. The account had been on automatic payment and they didn't charge the last payment but then sent a bill in the mail for the entire month, which was paid. The account was supposedly settled. Without warning or permission an independent contractor of Time Warner Cable called Makotek came to my door unannounced to pick up equipment I do not have while I was not home and left a note which threatens reconnection charges. Time Warner Cable is incredibly unprofessional. While trying to call them I was disconnects more than 5 times and they told me they showed me having a box and gave me a ticket number saying someone would call me back. I have no box. They are in error. That should have been settled by notifying me prior when I cancelled my service and dropped the other box off or in a bill. Sending somebody to my door to try to intimidate me or threaten me with charges for a service I have no access to months after the account was supposedly settled is a scam. Time Warner Cable was told I was moving and their actions seems more like they have someone trying to case my house for a robbery, coming to the door unannounced and leaving a tag with no date which looks very sketchy. I will never sign up for Time Warner Cable again, and I am going to warn everybody that I know about how shady and crooked they are.
View full review
ID
#989152 Review #989152 is a subjective opinion of poster.
Service
Time Warner Cable Customer Care
Pros
  • When it worked
Cons
  • Unprofessional
  • Unethical
Reason of review
Other issue
Preferred solution
Get their act together, officially close the account, send a bill for the equipment they lost if they must so we can fight it. The next Time Warner person coming to my door unannounced I will have arrested.

Time Warner Cable Customer Care Review

Signed up with TWC on a Thrusday and they said they would be out Friday to turn us on at the road side. They never did. Called them Saturday morning said they would be out by 7 pm that night. Sunday morning still nothing. Made an appointment to have them come out on Tuesday at 3pm-4 pm. They come at 12 am when I'm not home! Wtf
View full review
ID
#984436 Review #984436 is a subjective opinion of poster.
Service
Time Warner Cable Customer Care
Reason of review
Order processing issue

Time Warner Cable/Spectrum

1.8
Details
Full of horrible people who are incompetent and don't really care for the customer or improving. They are so useless and spineless and won't ever own up to their own mistakes. They'll play nice and try to woo you with their uptight demeanor but if you probe any deeper you'll see the illusion falls apart. The upper management has no intention of providing good service, only keeping the customer and milking them for as much money as they can get for their subpar internet. Don't trust them with your life, or your money, or their false promises. The only thing they are good for is Christmas *** gifts
View full review
ID
#975161 Review #975161 is a subjective opinion of poster.
Service
Time Warner Cable Customer Care
Cons
  • Incapable of troubleshooting
  • Service
  • Unacceptable practice to sell more expensive service
Reason of review
Bad quality
Loss
$40
Preferred solution
Deliver product or service ordered

Time Warner Cable Customer Care Review

2.0
Details
Who does this? Create a service ticket without a reference number? In a conversation with TWC, CUSTOMER'S service created a ticket for the reported issue. A reference number for this ticket would not be available for two days. The good service agent ask us to trust her.
View full review
ID
#967200 Review #967200 is a subjective opinion of poster.
Service
Time Warner Cable Customer Care
Reason of review
Poor customer service

Time Warner Cable - WHY?

Living in Hawaii has it's challenges...Time Warner and Verizon are the biggest...If you call and ask that someone else picks up a piece of equipment you will need to send a letter approving them to do so. Even though you have identified yourself and are accepting the responsibility for the equipment they will not allow it....but will mail it to the address, nothing about customer service, having to drive 60 miles round trip to facilitate service. The service really is the worst even over Verizon at least they will be understanding and allow you to find the people that can make a difference, call and ask for someone that could make a difference and they are always in meetings, or just too busy to understand what the customers really need.
View full review
ID
#952045 Review #952045 is a subjective opinion of poster.
Location
Wahiawa, Hawaii
Service
Time Warner Cable Customer Care
Reason of review
Poor customer service

Time Warner Cable - Customer Care Review from Charlotte, North Carolina

After finding all these complaints with the TWC/Spectrum billing practices it's amazing that they haven't had a class action lawsuit brought against them. If thousands of similar complaints have been made why isn't there a class action lawsuit against their business practices. Just because they're the only cable company not using satellite dishes it seems they're allowed to get away with unfair business practices. When will someone put a stop to this? I was given the run around speaking to each department = sales, billing, fraud, technical, risk (which is actually collections). Each gave wrong or misleading information. Then they each work separately to give unsatisfactory customer service so the dispute went unresolved because they don't worry about retaining customers since their service doesn't have any competition.
View full review
ID
#951920 Review #951920 is a subjective opinion of poster.
Location
Charlotte, North Carolina
Service
Time Warner Cable Customer Care
Reason of review
Poor customer service