Time Warner Cable Positive Customer Service Ratings - page 2

I just spoke with the best rep ever. His name's shan. I was surprised he's from Manila. Very good and helpful guy!

My sincere THANKS and appreciation to a Great Customer Service Rep. , Nikki Barrett at the TWC store in Vestal NY. When visiting on 8/15, she was Friendly, Professional and Extremely helpful in solving my "Billing issue". I sure wish your Organization had a lot more just like her. I hope the Management Team rewards and recognizes her efforts and this type of REAL "Customer Service" !

I would like to thank Laurie in the Intelligent Home Department for getting our home security system checked by a representative. I contacted Time Warner twice and had no results or no appointment scheduled to repair our system. Laurie took the time and went above and beyond to have a representative come to check the system. He discovered the control box was not communicating to the sensors. He changed two routers and the control box. I was so frustrated calling twice and did not get any response from the company. I want to thank Laurie and the Service Technician who came to the house and solved the problem. Your company needs more employees like them.

Cameron from Customer Solutions and Retention, was very polite and helpful. Thank you.

Today we had a problem that left us NO internet connection. Once we got an appointment for the next Tuesday 07/22/14! But finally, I had the chance to talk to Agustin (Operators ID: WDO), who is very professional and was patiently trying to help me and he did a fantastic job and I do appreciate his support. I believe TWC is lucky to have him on board.

Kind regards,

For your reference, the account is under;

Yes William Helped Me By Lowering My 84 Yr Old Aunts Bill,she Is On A Fixed Income And Is Having A Hard Time Making Ends Meet, Her Medication Doubled, She Only Listens To The Tv To Feel As If Someone Is There With Her, Thank You Once Again For Helping Her Out She Appreciates It

I just want to share my personal experience with TWC customer support. I was on an automatic payment plan that was without my knowledge suddenly canceled. It turns out that the problem was actually on my bank's end not with TWC, but regardless I ended up being past due on my bill and was being charged a late fee. I googled TWC's customer support phone line and ended up finding this page. After reading many of the other reviews I was very worried that I would not be able to get my late fees waved. I called in and went through the automatic system until there was an option to talk to a live person. Much to my surprise someone answered quickly, and helped me with my issue. My late fees were waved and I payed off my bill over the phone. The whole thing only took me maybe 15 minutes total. I just wanted to say that they did a good job assisting me, because everyone else on here is calling TWC a horrible company. I can't defend the way they handled other people's cases, but they did a good job helping sort out my problem.

I have just moved to the Sullivan county area in NY and received the BEST customer service I have ever had by a woman named Yvonne @ Time Warner Cable. She was pleasent, helpful and informative. I had a line of people ahead of me and behind me but when it came to my turn this woman gave me her undivided attention and was very patient. Thank you Yvonne!!!

I had a very pleasant experience talking with Susan-Cust. Care Agent, she was polite, friendly, calm, listened to my concerns and helped me with my problems and treated me with respect, even though I started the conversation screaming with an attitude, she continued to try to assist me, never loosing her professionalism. You are right Agents, the customers need to keep things in perspective when expressing our issues, don't take the treatment from TW Cable out on the one, who is there to help us. We can still express ourselves in the form of Feedback and also when we pay our bill there is usually no problem. I know it must be terrible when caller after caller take their frustration out on the Agents, like they don't have feelings and have to sit and quietly take the abuse from an angry customer. We can still say what we feel in a nice way and get better results. If we feel the Agent is not listening to us or helping us, maybe you are the 25th customer to call screaming and being rude to them, and they eventually turn a deaf ear to your problem, ever thought about that customers? I am guilty of this too, but I am changing my attitude in 2014, I am eliminating stress by not getting all bent out of shape over a situation that can be discussed and worked out. Also, give the Agent an opportunity to try to solve our problem, before demanding (Not asking) for a Supervisor. If we keep in mind that perhaps the Agent just got cursed out and hung up on 2 min. before you called, a little understanding goes both ways. TW Cable needs improving in a lot of areas, perhaps when customers start canceling their packages, the company will listen, as long as we keep giving them all that money for the bad service, why should they change?

Recently I had several problems with my system and remote. I spoke with Vince Llams in the Philippines who took great time and patience to try and help me.As result of that call I had to have a service tec come to my house. Today service tec Nick Wells came and fixed my problem. I am very pleased.You need to know these two employees represent your company in a most cordial,professional, and caring way. It is good to speak or hear someone who is listening and responding to your problem. Kudos to both men. Be very proud you have them !!!!!

Excellent Service. I wanted to add a cable box and a extra keypad to my intelligent home. The wait was a bit of a pain, but considering this is the holiday season and TWC is trying to give their people time off with their families I thought the wait time was appropriate. Besides, I'm sure there are lots of people wanting to hook up their new devices. Good job TWC.

Greg from CA

The Friday after Thanksgiving I has a Tech come in for a new remote...mine was ready to take a flight out the window. Ronald, Tech #6342 was SO PROFESSIONAL and yet so friendly.. engaging my family in conversation. So pleasant. He not only gave us a new remote which was the only reason I called, he checked the internet connectivity and upped it, by changing out a connection, I think...all I know is that it is much faster now. He went downstairs into our basement... yucky spider webs, and checked all the connections for our TV's. We have 4. It was an absolute pleasure to have him in our home. Left his number in case we had any more problems... such a polite young man. Thank You, Rachel Cuestas, long time Time Warner Cable customer. And I might add, this is the first time I felt the need to write to you.

I was very pleased and satisfied with the prompt service I received from a young
lady tech,from Colorado Springs. She was
very courteous, knowledgeable, patient and understanding of my problem and resolved it in a very short time. I would love to compliment this nice employee, and have her recognized for her efforts and dedication, her name is Jaynelle.

We recently had an intermittent problem with your cable line affecting our telephone, cable TV, security and internet. The first tech replaced our modem; problem was not solved. The second tech diagnosed our system top to bottom; problem was not solved. The third tech called me on a Saturday morning and was at my house by 11:00am. He diagnosed the problem as an intermittent external cable problem and ran a new line to the house, he then diagnosed every connection in my house and found a noisy connection... Problem solved. Customer relieved and happy.

I'd like to commend Jason D. the Lead Technician of the Albany Division. For his expertise, friendliness, persistence, professional behavior and implementation of a solution that brought my system back to normal.

I must add. I once was a technician and I realize the difficulty in finding intermittent problems. All of the technicians that came to my home were friendly, professional and did all they could to find a difficult problem. Thanks to them all.

Also, it's nice to be able to call a customer service number and talk to 'real' person. I left my last internet provider because every time I called customer service I was directed to a computer controlled maze of useless telephone solutions; never to find a service representative.

I had a great experience with Time Warner Cable! The address all our issues quickly and painlessly and now our cable, internet and phone is working like a dream!!

I had issues with my tv remote and called a techie. I didn't get her name but she continually belittled me, didn't listen to my complaint and finally told me I could not program my remote the way I wanted. When I asked for a supervisor she hung up. Worst ever support, I'd rank it 0. After 2 more tries I reached Sujada who was actually wanted to help me and DID! She was intelligent + easy to understand. I'm hopeful once again that there is help in tech support. Yeah for Sujada!

We recently had to have our router replaced. We picked up the new equipment at the TWC office. Quick service and no charge. We tried to instll the new equiopment, but it was too complicated for us. We requested that a TWC service tech stop by to install the equipment. He was here on time the next day and worked diligently to get everything working properly. He also noted some problem with our main feed from the street and had a service tech come out and fix it immediately. The tech who resolved our problem was named Mike (Tech # 5502). He was punctual, polite, patient and thorough. He answered all of our questions and resolved all of our issues in a relatively short period of time. Mike was outstanding and I hope that TWC appreciates trhe job that he does. We certainly did.
Mike and Joyce in WLV
PS: The best part. There was no charge for his services or the new equipment.

Just had a great experience with Diana getting my Mom a new modem. I was extremely surprised !

I just spent extremely long time on phone to correct my modem service for Roadrunner.The Tech person, Gladys was extremely helpful, understanding & patient with my roadrunner problems. If I have another issue I hope she is the Tech that helps me .

I have had nothing but GREAT customer service from Time Warner. They show up when they say the will, they call ahead of time. They are fantastic!!!!

"Jazzy" at Central Park Mall, San Antonio helped me put into place a viable bundle for phone, internet, and cable tv.

The in-person visit took 10 minutes and accomplished what I could not accomplish on the phone over a period of 2 hours this morning.

Any business will now be done in-person, hopefully with Jazzy.

After 2 yrs of awful service albeit Insight or Time Warner, it is FINALLY all working right! Kudos to TRAVIS, you should put him in charge! Cant tell you how many guys have been out here! PTL! Now if they would just lower their prices! So far so good, thanks TRAVIS! Hope this gets to your bosses! Excellent service! Give everyone that's had all the problems we've and others have had 6 months free service then we'll all be happy! Thanks again TRAVIS! God Bless You!

I just want to say that Terrance Augustine from Oceanic Cable had accomplish installing our cable and internet today. He was professional on what he does. Much Mahalo from Waikiki.

I googled this site and got through to TWC after 4 presses of #. The representative with whom I spoke could not have been nicer, attentive and helpful. She handled my issue with courtesy and professionalism. A supervisor even called me back twice with 5 minutes of my original call. If you think TWC is bad, try Verizon. They put the DIS in disservice. I have never been put on hold for so long only to be hung up on, twice, and then by their CHAT.
When their crew came to rectify my problem, they were beyond rude and condescending.

Two days ago (2 July) I called your customer service with a remote control/tv problem I'm having. The customer service rep I spoke with was named Daphne (in El Paso, Tx). She was very professional, i.e., provide very clear (articulate) trouble shooting instructions, was patient & amicable. I felt like she really wanted to help me & I very much appreciated her friendly demeanor. Unfortunately, my AT&T land line phone battery went dead while Daphne was helping me. She tried several times to call me back, but I was unable to respond because the phone battery was charging. Nonetheless, I was very impressed with her service & want to commend Daphne for going above & beyond in providing quality customer care. She's an outstanding model of what customer service is all about! THANKS DAPHNE!!! Sincerely, Deleon Todd (San Antonio, TX)