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anon to DocDrew
Anon
2014-Feb-9 9:23 pm
to DocDrew
Re: Anyone else tired of TW Cable's useless customer service?What solutions do I have?
For both matters I presented, report the problem on your side and don't assume it's just a local issue in my house. Not more than 2-3 weeks ago, there was a problem where several channels were not available. I knew it was on their end but they wasted over 2h of my time over several calls trying to troubleshoot it. Then they scheduled a tech for 4 days later. So the day before the tech comes I get a call saying they "made some changes" and to try again. And here's a shocker, it was magically fixed. I called and found out that something was fouled up on their side due to a bundle change of some kind and that caused certain channels to become unavailable for a bunch of customers. It apparently took them days to be convinced by callers that there was something there that they needed to look into. It just seems incredibly poor to me. Sure they'll credit you for the few days, but to get that you have to wait 1/2 hour on the phone and then deal with useless troubleshooting to even get that.
With the DVS, it's still a problem months later, but I guess no one cares about that one. I can't convince anyone to actually show that it is being fixed. |
actions · 2014-Feb-9 9:23 pm · (locked) |
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hobgoblinSortof Agoblin Premium Member join:2001-11-25 Orchard Park, NY |
"I knew it was on their end but they wasted over 2h of my time over several calls trying to troubleshoot it. Then they scheduled a tech for 4 days later."
Its a shame that it took several calls for a truck to be rolled. Rolling a truck is probably the thing that helped fix it.
Hob |
actions · 2014-Feb-9 9:53 pm · (locked) |
DocDrewHow can I help? Premium Member join:2009-01-28 SoCal Ubee E31U2V1 Technicolor TC4400 Linksys EA6900
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to anon
The tickets dispatching techs are also tracked for trends. If enough pop up with similar issues in an area it certainly looked at by higher levels of tech support. When tech rolls get pushed out past certain day limits it's guaranteed people are looking for the reasons. When customer calls from an area spike, it's looked at more.
More reports with more details get more attention.
Individual reports with little detail have to wait for a tech onsite to troubleshoot more. |
actions · 2014-Feb-9 10:03 pm · (locked) |
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to anon
So you really believe that they would waste money sending someone to your house with the knowledge that the problem is actually on their side?
How does your logic make any sense?
If, like most people believe, that the cable company is just out to take your money, the last thing they want to do is to send trucks to several people's houses if the problem can be fixed on their end. Especially if they already know it, or should know it, like you claim.
The people on the phone aren't head end techs, they're not going to know what end the problem is on. If they haven't gotten reports from the head end that something is known as broken, of if they haven't gotten calls from several people off of the same node or hub site, they aren't going to know it's a problem with anyone else except you |
actions · 2014-Feb-9 11:57 pm · (locked) |