go to hell, time warner cable.
December 15, 2005
Time Warner CableResearch Department41-61 Kissena BlvdFlushing, NY 11355Attn: Research Manager
To Whom It May Concern:
I write to you regarding a very disturbing experience I had with one of your service representatives over the phone yesterday, Wednesday, December 14.
First, I should explain why I called. I had an appointment to have cable installed at my new apartment; the technician was supposed to arrive between 8 AM and 12 PM (I made the appointment two weeks prior). When no one showed up by 12, I called Time Warner to make sure everything was still going forward. The service rep. I spoke to at that time told me that the technician had come at 9 AM, found no one home, "exhausted" all his means of contacting me, then left. I told the woman I was talking to that I had indeed been home the whole morning, and I did not hear the technician ring my buzzer. I asked her why the technician hadn't called me. This led the service rep. to double-check my phone number; it turns out that the number Time Warner had for me was off by one digit. Apparently there had been a miscommunication when I told it to whomever originally placed my order two weeks ago.
Frankly, I blame Time Warner for this miscommunication. I had called Time Warner Tuesday to confirm my Wednesday appointment, and when I gave the rep. my phone number, he could only find my old address in the system. When I told him my new address, and he looked it up that way, he found the appointment, and confirmed it was all set. But he never checked to see that the phone number was correct, despite the fact the phone number I gave him originally did not bring up the correct address. Not aware the number was wrong myself, I never thought to ask. I assumed that the system was bringing up my old address, and not my new one, because my cable had not been installed yet. It seems like the service rep. should have known better and double-checked the phone number with the new address, seeing as how the phone number I gave him only brought up my old address.
The service rep. on Wednesday told me the best she could do was reschedule a new appointment. Finding this unsatisfactory since I had already waited two weeks for the cable, and I had not neglected the appointment but had indeed been home, I asked to speak to a supervisor. I was put on hold, then I got cut off. Then I called back; this is when I had the horrible experience.
At around 1:05 PM, I called 718-358-0900 and was put on the line with a service rep. named “Rob.” I explained my situation, and that if Rob couldn’t get me a new appointment sooner than a totally new appointment, I wanted to speak to a supervisor. This is when things got ugly. Rob immediately became very rude. He told me that I couldn’t speak to a supervisor because a supervisor couldn’t “magically” schedule a new appointment. This made me fairly angry. It is my experience that if the customer wants to speak to a manager or supervisor, that is my right, and I should be transferred. I told Rob that I felt I deserved a quicker appointment, for the reasons I wrote above here. He told me that the technician “doesn’t appreciate going to a job when someone’s not home.” I found this highly insulting. Of course I had been home. If anything, it was a misunderstanding; I couldn’t fathom how “Rob” got the audacity to tell me I was lying about being home during the given time period. Not only had I been home waiting, but I had taken a morning off of work to do so. For Rob to accuse me of essentially trying to “pull one over” on Time Warner is utter lunacy.
The lunacy didn't stop there, though. When I went on to tell Rob about the mistake with my phone number, I told him that the original service rep. must have misheard me when I gave him my number. Unbelievably, Rob insisted to me that I must have given the wrong number, that the rep. didn't mishear me. Considering the number the rep. put down was ONE DIGIT off from the cell phone number I've had for four years, the same number I've given to Time Warner for the last four years for all my dealings with you, this was, again, very insulting. Essentially, Rob was claiming that either A) I don't know my own phone number or B) I had intentionally given the wrong number. What my motivation for not being home for my appointment and giving the wrong phone number could possibly be, I have no idea.
Throughout this whole conversation, I became increasingly irate with Rob. Aside from generally being very rude, he was telling me these things were my fault, and he kept refusing to transfer me to someone else, despite multiple requests. When I started really arguing with him because of this treatment, Rob would literally put me on hold, then get back on the phone two minutes later and say "Are you done?" Who was the service rep. here?! Me or him? In a culture where I've come to expect a "the customer is always right" attitude, Rob was treating me like a little child who didn't know right from wrong. I told him that I was glad the conversation was being recorded, and asked him to please tell me how I could identify him to the complaints department. He refused to tell me his last name (in his words, "What? Am I stupid? I'm not telling you my last name!"), or his extension, or anything of that sort.
I hung up on Rob and made new appointment for next Friday. I understand that even if it's more Time Warner's fault than mine that my original appointment got messed up (again, I never heard anyone ring my buzzer, and if the technician had the wrong phone number for me, Time Warner should have found that error when I confirmed the day before), it might simply be impossible to squeeze me in for a quicker appointment. But the way Rob treated me—claiming I hadn't been home, that I had given a false phone number, putting me on hold every time he didn't like where the conversation was going, and refusing to transfer me to someone else —was totally unforgivable. I've lived in NYC all my 26 years, and I have NEVER been so mistreated by a company rep.
I would very much like to speak to someone about this horrendous incident.
Yours,
Bean
917-XXX-XXXX (the only phone number I've had in the past 4 years)
XXX Adelphi St. Apt. 12A
Brooklyn, NY 11205
Time Warner CableResearch Department41-61 Kissena BlvdFlushing, NY 11355Attn: Research Manager
To Whom It May Concern:
I write to you regarding a very disturbing experience I had with one of your service representatives over the phone yesterday, Wednesday, December 14.
First, I should explain why I called. I had an appointment to have cable installed at my new apartment; the technician was supposed to arrive between 8 AM and 12 PM (I made the appointment two weeks prior). When no one showed up by 12, I called Time Warner to make sure everything was still going forward. The service rep. I spoke to at that time told me that the technician had come at 9 AM, found no one home, "exhausted" all his means of contacting me, then left. I told the woman I was talking to that I had indeed been home the whole morning, and I did not hear the technician ring my buzzer. I asked her why the technician hadn't called me. This led the service rep. to double-check my phone number; it turns out that the number Time Warner had for me was off by one digit. Apparently there had been a miscommunication when I told it to whomever originally placed my order two weeks ago.
Frankly, I blame Time Warner for this miscommunication. I had called Time Warner Tuesday to confirm my Wednesday appointment, and when I gave the rep. my phone number, he could only find my old address in the system. When I told him my new address, and he looked it up that way, he found the appointment, and confirmed it was all set. But he never checked to see that the phone number was correct, despite the fact the phone number I gave him originally did not bring up the correct address. Not aware the number was wrong myself, I never thought to ask. I assumed that the system was bringing up my old address, and not my new one, because my cable had not been installed yet. It seems like the service rep. should have known better and double-checked the phone number with the new address, seeing as how the phone number I gave him only brought up my old address.
The service rep. on Wednesday told me the best she could do was reschedule a new appointment. Finding this unsatisfactory since I had already waited two weeks for the cable, and I had not neglected the appointment but had indeed been home, I asked to speak to a supervisor. I was put on hold, then I got cut off. Then I called back; this is when I had the horrible experience.
At around 1:05 PM, I called 718-358-0900 and was put on the line with a service rep. named “Rob.” I explained my situation, and that if Rob couldn’t get me a new appointment sooner than a totally new appointment, I wanted to speak to a supervisor. This is when things got ugly. Rob immediately became very rude. He told me that I couldn’t speak to a supervisor because a supervisor couldn’t “magically” schedule a new appointment. This made me fairly angry. It is my experience that if the customer wants to speak to a manager or supervisor, that is my right, and I should be transferred. I told Rob that I felt I deserved a quicker appointment, for the reasons I wrote above here. He told me that the technician “doesn’t appreciate going to a job when someone’s not home.” I found this highly insulting. Of course I had been home. If anything, it was a misunderstanding; I couldn’t fathom how “Rob” got the audacity to tell me I was lying about being home during the given time period. Not only had I been home waiting, but I had taken a morning off of work to do so. For Rob to accuse me of essentially trying to “pull one over” on Time Warner is utter lunacy.
The lunacy didn't stop there, though. When I went on to tell Rob about the mistake with my phone number, I told him that the original service rep. must have misheard me when I gave him my number. Unbelievably, Rob insisted to me that I must have given the wrong number, that the rep. didn't mishear me. Considering the number the rep. put down was ONE DIGIT off from the cell phone number I've had for four years, the same number I've given to Time Warner for the last four years for all my dealings with you, this was, again, very insulting. Essentially, Rob was claiming that either A) I don't know my own phone number or B) I had intentionally given the wrong number. What my motivation for not being home for my appointment and giving the wrong phone number could possibly be, I have no idea.
Throughout this whole conversation, I became increasingly irate with Rob. Aside from generally being very rude, he was telling me these things were my fault, and he kept refusing to transfer me to someone else, despite multiple requests. When I started really arguing with him because of this treatment, Rob would literally put me on hold, then get back on the phone two minutes later and say "Are you done?" Who was the service rep. here?! Me or him? In a culture where I've come to expect a "the customer is always right" attitude, Rob was treating me like a little child who didn't know right from wrong. I told him that I was glad the conversation was being recorded, and asked him to please tell me how I could identify him to the complaints department. He refused to tell me his last name (in his words, "What? Am I stupid? I'm not telling you my last name!"), or his extension, or anything of that sort.
I hung up on Rob and made new appointment for next Friday. I understand that even if it's more Time Warner's fault than mine that my original appointment got messed up (again, I never heard anyone ring my buzzer, and if the technician had the wrong phone number for me, Time Warner should have found that error when I confirmed the day before), it might simply be impossible to squeeze me in for a quicker appointment. But the way Rob treated me—claiming I hadn't been home, that I had given a false phone number, putting me on hold every time he didn't like where the conversation was going, and refusing to transfer me to someone else —was totally unforgivable. I've lived in NYC all my 26 years, and I have NEVER been so mistreated by a company rep.
I would very much like to speak to someone about this horrendous incident.
Yours,
Bean
917-XXX-XXXX (the only phone number I've had in the past 4 years)
XXX Adelphi St. Apt. 12A
Brooklyn, NY 11205
posted by Colby | 3:33 PM
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