my letter to time warner cable, part 2
I am not sure why I am even bothering to write this - a week and a half later and I still have not recieved a reply to my first letter.
A quick recap: I scheduled an appointment for the 8th of September between 1pm and 3pm. I was waiting in my living room from noon until 4:15 pm. No one ever came to my door. They say they called my phone at 3:05. For one, I never answer the phone, too many telemarketers. For two, they still called at 3:05, not before 3.
They identified my building as “beige/brown” and said they tried knocking. I literally never left the room in 4 hours, I was watching movies, there was no way I could have missed someone at the door.
When I called at 4:30 to ask where my installation was, I was on hold 15 minutes until someone answered, asked what city my installation was in, I told them Santa Ana, and was promptly placed on hold again for 20 min before I had to hang up and go to work.
When I called back that night at approximately 9:30 I was again waiting 15 minutes until someone picked up the phone. He took my name, found my information, then put me on hold. 15 minutes later another person answered the phone, with no idea I had already been waiting or had talked to anyone else. The new person informed me of the above information regarding the alleged attempt to do my installation, and that I was not considered a missed appointment. I asked to have all of my information removed from your system and speak to a supervisor. They were polite but of no real help, told me to email, which has garnered no reply in a week and a half.
Now on to today.
I had another installation appointment scheduled today, Tuesday Sept. 19th from 1-3. The tech showed up at 1:40 with an HDTV Digital Cable box in hand. Problem one: I had ordered and been quoted price on two DVRs, not simple Digital Cable. I do not have time to watch TV, I’m never around when what I want to watch is on. Henceforth, regular, non-DVR service is of no use to me.
So I was told I would have to wait until Friday the 29th to get the second DVR box installed. So now I’m having to give up yet another 2 hours waiting for a THIRD installation in what should have been done in one.
I called today to talk to a customer service representative about my issues. I was told basically too bad, I had to sit and wait, nothing could be done. Apparently in almost two weeks time no one will be in the South Coast Metro/Santa Ana area with a DVR box they could drop by and install.
I then asked what was going to be done about me having to wait A)three weeks for a simple installation and B)spending six hours of my time. I was told nothing, I demanded some sort of credit, or something for spending all this time at the mercy of your installers repeated failings. I was offered $20 for one missed appointment, I told him there were two missed appointments as the first was not completed properly. I asked to speak with a supervisor, and was told one would not be available for over two hours.
I assure you I am not happy with the service I have received from your company in any way shape or form. If I had any other choice in service I would switch in a heart beat, but my apartment complex won’t allow dish.
You may be wondering what I expect out of this letter, I don’t know either. I just thought you might like to know how your “customers” feel about their cable service and the company providing it. One thing I do expect is a non-automated reply.
Sincerely,
Josh
Customer?
A quick recap: I scheduled an appointment for the 8th of September between 1pm and 3pm. I was waiting in my living room from noon until 4:15 pm. No one ever came to my door. They say they called my phone at 3:05. For one, I never answer the phone, too many telemarketers. For two, they still called at 3:05, not before 3.
They identified my building as “beige/brown” and said they tried knocking. I literally never left the room in 4 hours, I was watching movies, there was no way I could have missed someone at the door.
When I called at 4:30 to ask where my installation was, I was on hold 15 minutes until someone answered, asked what city my installation was in, I told them Santa Ana, and was promptly placed on hold again for 20 min before I had to hang up and go to work.
When I called back that night at approximately 9:30 I was again waiting 15 minutes until someone picked up the phone. He took my name, found my information, then put me on hold. 15 minutes later another person answered the phone, with no idea I had already been waiting or had talked to anyone else. The new person informed me of the above information regarding the alleged attempt to do my installation, and that I was not considered a missed appointment. I asked to have all of my information removed from your system and speak to a supervisor. They were polite but of no real help, told me to email, which has garnered no reply in a week and a half.
Now on to today.
I had another installation appointment scheduled today, Tuesday Sept. 19th from 1-3. The tech showed up at 1:40 with an HDTV Digital Cable box in hand. Problem one: I had ordered and been quoted price on two DVRs, not simple Digital Cable. I do not have time to watch TV, I’m never around when what I want to watch is on. Henceforth, regular, non-DVR service is of no use to me.
So I was told I would have to wait until Friday the 29th to get the second DVR box installed. So now I’m having to give up yet another 2 hours waiting for a THIRD installation in what should have been done in one.
I called today to talk to a customer service representative about my issues. I was told basically too bad, I had to sit and wait, nothing could be done. Apparently in almost two weeks time no one will be in the South Coast Metro/Santa Ana area with a DVR box they could drop by and install.
I then asked what was going to be done about me having to wait A)three weeks for a simple installation and B)spending six hours of my time. I was told nothing, I demanded some sort of credit, or something for spending all this time at the mercy of your installers repeated failings. I was offered $20 for one missed appointment, I told him there were two missed appointments as the first was not completed properly. I asked to speak with a supervisor, and was told one would not be available for over two hours.
I assure you I am not happy with the service I have received from your company in any way shape or form. If I had any other choice in service I would switch in a heart beat, but my apartment complex won’t allow dish.
You may be wondering what I expect out of this letter, I don’t know either. I just thought you might like to know how your “customers” feel about their cable service and the company providing it. One thing I do expect is a non-automated reply.
Sincerely,
Josh
Customer?