US Cable Support > Time Warner Cable TV/Voice > [TWC] Open Letter to the Chairman and CEO

[TWC] Open Letter to the Chairman and CEO

It's unfortunate this is happening to you, and certainly
have the reasoning for address'ing the CEO directly.

This type of problem is not somthing that's widespread.
TW's been pretty darn good at attending to issues wev'e
had over the years. Hopefully, the individul[s] responsible
for this, gets their behind spanked.

BTW: we have a direct [in this forum] , write to a TW service Guy, who indeed follows thru with customers needs.

reply to Pras
Your revenue is irrelevant.

reply to Pras
can you add from me tell him i said to go sit on a pointy stick and spin

reply to Pras
Are you part of an apartment complex. Ask the cable tech to check the place where the cable is split to each apartment to see if there is signal there. That will isolate whether it is internal wiring or wiring to the building.
You might want to ask beforehand so they can have the landlord let them into the area where it is split if it isn't open.

reply to Pras
@chamberc - Yes, I guess our insignificance is apparent

@mikedz4 - Thanks for the suggestions. They've been to the cable room for the floor cluster, the one on our floor and the panel in our apartment.

It's not so much about this taking a long time, but the fact that absolutely nobody cares about anything but to close tickets. We're at the exact same point we were at a week ago: A construction crew is supposed to come out and look a the connections - maybe they'll close the ticket again in time to start over .

At this point my wife has started to like Hulu and doesn't even want them anymore.

@Pras-

I am truly sorry for the ongoing frustration and lack of service. We would like to investigate and get this definitively resolved. Please post your account info in our »Time Warner Cable Direct Forum, or email us at TWCable.Help@twcable.com

Thanks for your response Brien, appreciate it. We received an mail from Sam Sabia, Customer Care Advocate. Not sure what that role does, but (s)he asked for our account info and we provided the details. We'll see how this goes.

The problem is that people like yourself and Sam are usually quite responsive, but beyond that the ball gets dropped repeatedly.

I'll post an update on this forum after Wednesday. Thanks again for your reply.

Hey Sam are you really a chick?

You are in the right hands!
Hob

Lol Hob - I wish, we were in the right hands, Sam, Sammy, Samantha, wouldn't even care .

So we finally got to talk to Jean Johnson from Client Relations at Time Warner Cable. Her main priority seemed to be getting us off the phone - hint: Listening is a key skill for client relations.

The best thing we learned was that our tickets were closed because the job - which is not necessarily to fix our problem - was completed. So once we opened a ticket, a technician was sent out a few days later and closed the ticket based on the fact that he entered the building. In the last instance we didn't even know he had been to the cable room until we checked on our ticket and found it closed. Unfortunately, we were not aware of this 'policy' and learned that we were in the wrong to expect the problem was intended to be resolved.

Anyway, I guess this is the best service we could get out of TWC. We wasted enough time on this, there's nothing more to be said. The equipment is ready to be returned tomorrow morning, the 'construction crew with supervisor' (sound familiar?) has been cancelled. Btw: Cancelling TWC appointments works really well, it's fast and easy.

Thanks everybody for your suggestions and support. If you want to read the last episodes of this drama, my wife added two additional updates to the original letter: »plus.google.com/u/0/103610437707···JDT9Ln3t

reply to Pras
this may seem wierd but after tellin the head ceo guy to go sit on a pointy stick an spin my cable was shut off an cable boxes an modem taken away wierd huh

reply to Pras
Good for them. If I let my neighbor use my lawn mower and charged him 20 bucks every time and he disrespected me for making him by the gas then hell yeah I would take it back and tell him to go somewhere else.

reply to Pras