Time Warner Cable in Fayetteville NC, Customer Service Fail

By
Real Estate Broker/Owner with McKinney Realty Group
https://activerain.com/droplet/4bw6

Time Warner Cable in Fayetteville NC

 

I have been a loyal Time Warner customer for a bazillion years...I can't remember anytime in my adult life while living in Fayetteville that I didn't have Time Warner as my service provider.

My bill has run an average of 180.00 per month for sometime now. So in a year I pay roughly 2,160.00 towards my cable, internet and phone provided by Time Warner.  Now mind you that is with NO premium channels like HBO, Cinamax, etc.

I always use bill pay online through my bank to pay my bills.  Most of the time I just put 200.00 in the cable selection because I know my bill is less and I am always ahead of the game and eventually it may catch up that I skip a month sometime down the road. So I do not open my bill but on occasion.  I did open my bill this month and was surprised to find that it is now OVER 200$!

There is a charge for home wifi for 8.55 and I couldn't figure out where the other change is… So I called Time Warner today.  Told the first fellow that I did not understand why that charge was on my bill. He tried to tell me that I had the wireless router from Time Warner and that is what the charge is.  Um NO I do not or never have had a wifi router from Time Warner.  So after trying to explain to HIM the difference he transfers me to someone else.

They proceed to tell me that now my modem has the capability to be used as a wifi router??? What??!! She transfers me to another fellow he says that there is a CHEAPER way for my account and he would be right back… He disconnects me and DOESN'T call back! I am sure they know my number because I had to verify it THREE times as I was transferred and my phone service is there.  Wait, wait...crickets.

Unhappy about Time Warner Cable

Later today I called back asked for customer retention and get some snippy girl on the line that tells me I should be “thankful” because I AM getting a special because “retail” value would be more.  And she could take off the charge for the home wifi that I don't use OR need but that would make my bill go UP! What??!!

I said you have current specials for LESS than what I am paying and you get more I just want my bill to be what it has been.  She says that is only for “new customers”.  I say so a new customer can get a better rate than a forever old customer, thats is what is wrong with customer service today, or should I say lack of! Remember I have been told I will be charged for something I do NOT want!!

So I ask her would they rather lose my business over the increase or keep me for what I was paying? She said as I said you are getting a special and sorry you feel that way… And then in her snippy voice Mrs. McKinney is there anything else I can help you with today? UM NO!!

I am a Realtor here in Fayetteville and I am also from Fayetteville.  When people relocate here they always ask who is the best service providers etc… So out of the last year lets say out of 30 people that I helped relocate that half of those went to Time Warner on my suggestion.  Lets say each of those people spend 150 per month that is 27,000$ that I helped Time Warner make this past year, forget all the other years! Oh and lets not forget MY 2,160.00 that would make a total of 29,160.00 that I had a hand in.

So for the 20.00 per month = 240.00 per year they are willing to lose me as a customer! I can promise you I can cost them the 30,000 each and every year because I will be sure that none of my clients get locked into their crappy customer service!

Good move Time Warner, way to go! Oh and by the way once I have left don't send me a bunch of material begging me to come back for a lower rate because you could have kept me when you had the chance!

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Rainmaker
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Susan Haughton
Long and Foster REALTORS (703) 470-4545 - Alexandria, VA
Susan & Mindy Team...Honesty. Integrity. Results.

Oh, don't you love customer no-service?  It is the attitude that would just kill me first.

Feb 05, 2014 06:36 PM #1
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Melissa McKinney
McKinney Realty Group - Fayetteville, NC
Realtor, www.LivingFayetteville.com

That is just the problem today! No customer service Susan! 

Feb 05, 2014 09:49 PM #2
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Connie Harvey
Pilkerton Realtors - Brentwood, TN
Realtor - Nashville TN Real Estate

Melissa, I had a similar conversation with Comcast. When I told the rep that I was looking at other service providers she offered me the new customer rate for the next 12 months. I stayed.

Feb 06, 2014 05:25 AM #3
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Melissa McKinney
McKinney Realty Group - Fayetteville, NC
Realtor, www.LivingFayetteville.com

Connie, I tried that yesterday... They kept trying to tell me I had equipment that I did NOT have! Today I spoke with someone else by the name of Dominque who straintened it all out. Because in fact she said I did not have the equipment! LOL But the have made a happy customer out of me... BUT it could have all been adverted with the right kind of customer service yesterday. 

Feb 06, 2014 11:17 AM #4
Rainmaker
442,453
Dianne Goode
Raleigh Cary Realty - Raleigh, NC
Realtor/Broker

Hi Melissa, I had a similar experience and left TWC for a year.  They wooed me back with a decent deal (less than $100/mo for internet and a million channels I don't watch) but it won't be long till I cut the cord for good.  I watch Netflix if I watch anything.

Nov 07, 2014 11:12 PM #5
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Melissa McKinney

Realtor, www.LivingFayetteville.com
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