Saturday, July 16, 2011

Dear Time Warner Cable

A short divergence from the usual fare of this blog...

July 15, 2011

Via Certified Mail
Time Warner Cable
Attn: VP of Customer Care
5520 Whipple Avenue NW
North Canton, Ohio 44720

            Re:      Account # 815XXXXXXXXXXXXX

Dear Sir/Madam:

Today I was scheduled to have a service appointment to replace our cable box, which was not recognizing our service according to your technicians.  As a history, our cable stopped working on July 11, 2011.  When I called, I was told that your company had done system upgrades, and that some cable boxes needed to be replaced.  I was given an appointment for July 18, 2011, but was told that I could bring my cable box in to a service center to switch it out and thus alleviate the need for the appointment.

On July 14, 2011, I went to the service center on East 23rd Street in Manhattan and was given a new cable box.  When I got home, the new cable box did not work.  When I called your company, I was told that they could move up my appointment to today, July 15, 2011, between the hours of 9:00 a.m. and 7:00 p.m.  As that was sooner than July 18 2011, I agreed.

Today, I was home throughout the day and no technician showed up or called.  At 6:07 p.m., I called your customer service phone number and spoke to Marybell.  She looked into the details of the appointment and told me that the technician had been to my apartment at 5:10 p.m. and had called the telephone numbers I had given the company when setting up the appointment.  I was told that the next available appointment was July 22, 2011, a week from today.
After hanging up with your customer service department, I spoke to my neighbor, Carol, who was outside of our building all afternoon starting at 4:00 p.m.  Indeed, I confirmed with her that she and I were outside talking to each other at 5:10 p.m. and my phone did not ring and no technician from your company appeared at the building to provide service.

I returned to my apartment and called your customer service again at 6:26 p.m. and when I got a representative on the phone, I requested to file a complaint about what had happened.  The representative offered to find a “supervisor” and put the call on hold.  I waited approximately 27 minutes without any “supervisor” or any other individual picking up the phone.  In disgust, I hung up the phone and left to meet my family for dinner.

The treatment I received by your company today is absolutely appalling.  That I pay for my service in full each month and have been a customer for nearly a decade clearly does not factor into your calculations or business models.  A simple telephone call today that the technician was “running late” or needed to “reschedule” would have been satisfactory and evidence of a modicum of respect for my time as a professional.  Instead, your technician blatantly lied, likely to allow him to avoid work on a Friday afternoon.  That your customer service representatives refuse to even document a complaint is just plain offensive to the notion of a “customer service” business.

While I would appreciate the simple courtesy of a reply to this letter, I will operate under the assumption that my treatment by your company will not improve at any time and that I offer no value to your business.

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