Open Letter to Time-Warner cable...
Preface: We sat down last night to watch some television and found that most of the HD channels and some of the SD digital channels were "Unavailable." If it's not a service not available situation, there's pixelization issue; if not that, OnDemand is unavailable; if not that, the box will just decide to reboot itself in the middle of my channel
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Thank you for contacting Time Warner Cable Email Support.
I understand you are very upset with the outage and would like us to inform you when the issue is
resolved.
Please accept our sincere apologies for the less than satisfactory customer service you have
experienced with Time Warner Cable. Be assured we always have the best of intentions of providing
outstanding customer service to our customers, and we will do our best to address any issues you may
have.
When you do not receive the level of attention you deserve, our entire team is dedicated to
correcting the problem, and making sure it does not happen again. We will be sure to share the poor
experience you encountered with our entire team so that everyone re-focuses on the importance of
providing quality customer service.
I request you to understand that it is not within our human capacity to predict and pre inform the
customers about each and every outage. Typically, certain systems are flagged when and if there's an
outage in your area. Many a times the outages are just unplanned. We start working on it the moment
we receive the first hand information; however, it will obviously take some time for the technicians
to work on the issue and restore all the services to normalcy. Again, I certainly do apologize for
any inconvenience that may have been caused.
If you are still experiencing this issue in 24 hours, please contact us again. We?ll be happy to
provide an update to you at that time.
We value you as a customer, and please feel free to email us again or contact our Live Chat at the
following link:
http://www.timewarnercable.com/
Customer Support is available 24x7.
Sincerely,
Ruby
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