Complaint / review text:
We have been customers of the company that is now Time Warner for over 20 years and are switching to AT&T next week after months of sheer frustration and incredibly bad customer service. For the past 3 months our internet has been ridiculously slow (despite the extra $9.99 a month we pay for "turbo") and our Video on Demand doesn't work at all. We've had 4 service calls (which took an average of 7-10 days to schedule) where the tech either didn't show up or showed up not equipped to do the necessary work. We have been put on hold for hours, out-right lied to and have been charged for services not performed. We used to have sterling customer service and no issues with cable tv, internet or phone service & when I did have to call customer service, I always talked to someone in the Dallas area and the problem was resolved quickly and courteously. Not anymore. I added up the number of minutes I've spent on my cell phone with TW over the past 3 months and they total more than 9 hours!!! One day after being on hold for 45 minutes, I got in my car and drove to the nearest TW office 12 miles from my house. I was still on hold when I got there! No one had a clue who I needed to talk to or what I needed to do to fix the problem. For what it's worth, TW recently opened a new international call center in Mexico City and dealing with reps from this office is like the commercial for the credit card company with "Peggy" only it's not funny! I asked to speak to a supervisor 15 times last night to resolve the "rewiring" fiasco and was told by "Edgar" in that office that I might experience a "long wait time". I was told by "Melissa" (in Dallas?) the night before to call back the next day because she had done everything she knew how to do. I've been told my techs who've come to my house (independent contractors) that problems like mine are rampant and probably due to Time Warner's recent expansion and that office employees with little or no training are now doing new service installations. The techs who came yesterday told me the only way to fix the problem was to switch to Direct TV! The last draw was when TW charged us $50 for "rewiring" that was NOT DONE and NOT REQUESTED and NO ONE will do ANYTHING about THIS! As soon as our new AT&T service is up and running next week, my husband and I plan on going to their local office to personally turn in our equipment, terminate our service and present a notice letter that we are contesting over $250 worth of fraudulent charges. We have cc'd the Texas Public Utilities Commission for what little good it may do. The smartest thing I did was start recording and taping the calls and tech visits for "quality control purposes" shortly after I started getting the run-around. When I get someone to help me edit hours of A/V, I plan on posting them on youtube if only to make me feel better.