I am still using dial-up

[sereneorange]

I called Time Warner on July 29th and set up an appointment for high speed internet and digital phone service. I wanted to schedule it before the 10th of August, and was told I would not be given an exact time or even 2-hour window. I picked that date on the recommendation of the sales representative and was told that if I started it too soon after my statement cycle ended that with the pro-rating, my first bill would be almost double. I made an appointment to have the phone set up after the next month on September 3rd, again at the recommendation at the salesperson. I was told that the tech would be at my home sometime between 8 am and 6 pm. I cleared my calendar for the day, which forced me to have other people take care of my responsibilities for the day so that I would be home. I was excited to have the service started.

I have been sitting at my desk next to my front door since 7 am this morning until 6 pm tonight without anyone from Time Warner knocking on the door or ringing the bell. I didn't have any loud music or television playing, as I wanted to not miss the knocking on my door. At 3:18 pm, I became concerned because I heard nothing from Time Warner. I called to find out how much longer I would be waiting. I heard the recording saying that I was scheduled between 12 and 2 pm.  Since it was after 3, I opted to speak with a representative. She informed me that he had called at 1:30 and said he was running late. Because no one came I called again at 5:24 and was told the tech had been onsite and called at 1:50 and there was no answer. I explained he would have received a busy signal because my line was in use at that time. However my front door is 30 feet from the parking lot in a very small courtyard apartment complex. No one knocked on my door all day. I had also looked out the window every time someone entered our gate and saw no tech. The gentleman said that he would check and see when someone would be coming by and someone would call me. At 5:55, I called back and was told that no one would be coming by and I would have to reschedule. At which time I asked to speak with a supervisor. She told me the supervisor would "just tell me the same thing she did" and I had to insist on speaking with a supervisor. I held for 18 minutes and when the supervisor finally came on the line, it was clear no one had explained my issue, because the first words out of his mouth were, "Have you heard of our new digital phone service?"

The Supervisor, Brian- employee ID 4260, stated the tech called and because there was no answer, I would have to reschedule I have a hard time believing you have a policy that no one can knock on the door if there is no answer or is a busy signal. I asked him if the sales representative was supposed to tell me that I should not use my phone during the time I was waiting for the tech to arrive or if the sales rep was supposed to tell me that no one would knock on my door and that contact would be made solely through the telephone. Brain's response to this question was, "Of course you should know to leave your line available." and "Of course you should assume that they will call you instead of coming to your door” I repeated this question to him several times since he did not appear to understand what I was asking him. I am incredibly dissatisfied. I am surprised and confused that you have a policy that would prevent a tech from knocking on the door of the residence where he is supposed to be providing a service, especially when he is calling from the parking lot of said residence. I am especially concerned that you have techs working for you that do understand that a busy signal means the phone is engaged, indicating someone is inside the residence using it. Your policies and your service ethic are illogical and are not applied using simple common sense.

 My entire day was wasted. I made a point to be up dressed and waiting by the door at 8 am so as to not inconvenience your tech person by making them wait on me. II am dismayed that your customer service manager, Brian could affect a tone of condescension and blame while discussing this matter with me.  In order to not have to pay a double bill, I will now have to reschedule for next month, giving me an entire month to look into direct TV and broadband.  I can only assume they will not have customer service worse than what you have offered me. I was inconvenienced and insulted and I am very dissatisfied with Time Warner.

If you can think of any reason why I should continue to pursue additional service, or even keep the cable service I have through Time Warner,
I look forward to hearing from you, otherwise I will be seeking these services elsewhere.

Sincerely,
Marilyn Gerber

Comments

Gah!

[fallen-x-ashes.livejournal.com]

Man, that just sucks. I'm sorry for your wasted day.

Re: Gah!

[serene-orange.livejournal.com]

seriously. They act like there are no other options. They behaved with me as if I cannot call SBC or someone else and get broadband.
Even if I have to sign a contract or pay for a modem, I can see changing my options to someone else. Not once did someone say, I am sorry, you are right they could have approached your door.

[wakeupkent.livejournal.com]

like I said in your previous post:

"heh, yeah right."

I so called it. Well, in my head. I didn't want to upset you earlier. :/

[serene-orange.livejournal.com]

what the hell is wrong with them?

[bubukity.livejournal.com]

Well, that sucks.You have to be careful with techs. Depending on who you get, some are totally cool, but some are lazy and just don't show up. We once had one tech tell me that they just deliver the stuff and if I wanted him to install everything that would be $25. I was like " Do I look stupid to you?" "Well, lets just call TW and see about this new fee."

He got in a tiffy and did his job.

[wakeupkent.livejournal.com]

contractors. they suck. when you said they were supposed to be there at 2 but were running late, I thought "they're not gonna show." And look - you said they were running late around 3, but then they told you he tried to call at 1:50 and got no answer? how does that work? Yeah. Contractors.

[onnotangu.livejournal.com]

as a tech.I know sometimes it's the laziness of the contractor and sometimes it's the fault of the dumb ass salesperson that overscheduled the contractor's jobs for the day.
and sometimes It's just dumb luck.
I'll as a buddy that works in cable service but as far as I know at least for comcast they have no problems Knocking on the door or ringing the bell if the problem is an inside job.

I hope you get a response. worse case is you do a little social enginerring and find out the regional sales manager's name or the head of the IT department and email them directly. most companies have simple schemes for setting up employee email accounts. most common is the first inital + the last name.

[serene-orange.livejournal.com]

I was thinking of doing that with the emails. I found a list of all the higher ups, but no email links.

[onnotangu.livejournal.com]

social engineering. find out the admin name for the person you want and act like a person who is calling to confirm for an interview and ask for the email address that you forgot to write down so you can email your resume and refrences to. nothing like a dumb admin to gain access to all kinds of shit. admins are there to make sure the execs never have to see the common man aka customers, techs, minions.

[texasdeathtrip.livejournal.com]

the tech was over 4 hours late (he was scheduled at 5)
every time we called, we were assured he was 30 minutes away.
the first words out of the asshole's mouth when he arrived, "it wasnt my fault"
and he did a shitty job.

fucking subcontractors.

[rainygirl.livejournal.com]

but after i called to complain for the 3rd time that he was late, they gave me a $20 credit off our next bill.

woopty do.

[serene-orange.livejournal.com]

ass faces

[serene-orange.livejournal.com]

they had better come up with some asskissing and $$ for me to not tell them to fuck off

[schwa242.livejournal.com]

I asked him if the sales representative was supposed to tell me that I should not use my phone during the time I was waiting for the tech to arrive or if the sales rep was supposed to tell me that no one would knock on my door and that contact would be made solely through the telephone. Brain's response to this question was, "Of course you should know to leave your line available." and "Of course you should assume that they will call you instead of coming to your door” I repeated this question to him several times since he did not appear to understand what I was asking him.

He knew exactly what you were asking him, and was just using doublespeak to avoid admitting fault.

[serene-orange.livejournal.com]

oh I know, and it is was really starting to piss me off. I was taking a nasty tone with him after the first 3 times.