Complaint Review: Time Warner Cable - Nationwide

I sent the letter below begging for help yesterday....  still haven't heard a word!  Do not use Time Warner Cable for Internet in Santa Ana CA.  They delay your install, look for ways to get out of work and ultimately they will rip you off.

Hello,

PLEASE READ EVERY WORD…

Unfortunately – Once again, I have to reach beyond your customer service department to get some satisfaction.

Our business uses Time Warner Business Class for internet service.  I am operating a small 3 person call center using VOIP with 3 computers.

Our phone service is provided by Ring Central and they provided me with the necessary internet requirements so that our phones would work properly.

We ordered the internet package for 7m at 69.99/mo.  We told them what our needs were and they set up the order.  Your installation team was our first disappointing experience.  The installer showed up after weeks of chasing the initial rep that we spoke with – this was my first complaint I made to your office and only after that complaint did the rep call back to complete our initial signup.  We thought that would be the end of the trouble…

The installer who showed up said that the install looked easy but that he couldn’t actually do the install he was only there to survey the site, I asked him if he could call someone and get the authorization to do it now since it was so easy – he said that he couldn’t do that.  The install would have to wait until the following week…  When the 2^nd  installer finally came out after weeks from our very first call for service, he asked us – “why didn’t the first guy just do the install?”  I said “he told us he was only authorized to do the site inspection”  that guy laughed and said – “he could’ve done it”.  There’s a lost week due to incompetent installers.  They said they’d refund the install fee as an apology.

So, service is up and running – with the sign up and install behind us we hoped the problems were too, but they were only beginning.  It took at least 10 calls into TWC customer service and the install team to actually get them to honor the refund on the $100 install fee.

After about 45 days of everything running smoothly – we begin to get issues with broken voice complaints from our customers – we hear them fine, but they only hear every other word.  We call in and are told that even tho we purchased the 7m package it only has about 500k upload speed.  (first time I heard of this upload speed and the difference)  So I call my Ring Central service to ask – what do I need, they tell me we need about 200k available for our phones….  Hmmm  - when we call Time Warner they say, you need to upgrade to 10m with a full 1m upload…  I agree even tho the original plan should’ve worked and we upgrade the service.

Again, a few weeks pass with no issues and now we find ourselves in the same boat again with the exact same issues only now they seem to be even worse.  I call technical support – I let them know the frustrations I’ve had and beg for help…   He says that I need to manipulate the QOS feature in the switch we use to give the VOIP priority on the switch and that might solve my problem – but that I should upgrade my service again to be sure…. So off to sales to work with Nancy Estrada, who upon hearing my frustration – moved like molasses.  I completed the online agreement only to hear back days later that something was missed and that I need to redo the docu-sign to upgrade again.  I tell her to just cancel that and that I’d try the tech suggestion.

Off to adjust QOS… only my switch doesn’t provide for manipulation of the QOS.  Now – instead of working on my business, I’m off to purchase a new switch - $260 later with D-Link switch – that doesn’t solve anything - still having problems. 

By the way, this whole time everyone I talked to – except time warner says “it’s your ISP” I’ve heard that you guys know exactly what the problem is and deflect because you need to upgrade your equipment to properly serve me and that you avoid that expense to all ends…  that can’t be an impression that you’re proud of.

So, back on the phone with customer service – which also, not to be a total pain, but what the heck - I’m here,  has the most annoying voicemail system from any of my service providers….   It always says we are extremely busy and suggest we call back later – every time I call.   Now on with the call… I get a new tech guy who asks me what kind of modem was installed initially from TWC…  I tell him what I have an Arris modem – he tells me that is a “dedicated” modem and that I need a “Static” modem…  that he says will solve my problem.

So after months of the run around – the new path is that you need to get me another modem asap.  I order the new modem only now I’m really angry…. After months of frustration hundreds spent on upgrading your service and buying equipment – it’s a simple modem problem

I told the service rep that I don’t think I should have to wait days to get this installed.  I THINNK NOW IS THE TIME IF I WERE IN YOUR SHOES – WOULD APOLOGIZE PROFUSLY AND GET A TECH OUT IMMEDIATELY WITH A NEW MODEM AND I’D DO IT TODAY.  She let me know that regardless of what I want or think they would not make an exception – I told her that I’m so upset with the service that if someone doesn’t bend over backwards to get this done – I’m going to demand a refund and sue if I don’t get it….  So I asked for a manager – she said no one was available and said she send them an email and ask them to call me. 

That was almost 4 hours ago now….  Still sitting with a phone issue that a knowledgeable sales rep could’ve foreseen and solved by installing the CORRECT EQIUPMENT TO BEGIN WITH MONTHS AGO.

The way I see it, you guys owe me a big refund… the only way to get me off that is to fix the problem with a QUICKNESS.  

Joe Lewis

President

CORE FINANCIAL INC.

Phone: (714) 988-4740

Fax: (888) 507-8970

Email: [email protected]