Time Warner Cable Positive Customer Service Ratings - page 3

After trying to reach Time Warner Cable Customer Service for the last hour, I called this other phone number, and finally got a live agent. She solved my billing problem in about 5 minutes.

We have used TWC for about 10 years now. About 2 yrs ago, at Xmas we bought a second TIVO. The TWC tech came out and installed a cable card and took the cable-box and power cord with him when he left. That was ~Jan 2011. I noticed after ~6 mo. that I was being charged for the cable-box ea. mo. I called to get that charge removed and for an adjustment on the bill.

I was told that the charges would be reimbursed and the cable-box removed from the monthly stmt., but that TWC had no record of the box being returned. I faxed the receipt from the tech. I was told that because the tech didn't account for the box, that if we ever canceled TWC as our provider, we would HAVE TO PAY THE COST OF THE CABLE-BOX.

Since that time, I tried to get the box off our record to no avail. Last week we had service to remedy an intermittant cable outage which was repaired, and I asked the tech what I should do about the cable-box issue--he suggested I complain to higher management. I called back later to get the modem/router reset, and talked to MR. KHALIL. He was very knowledgable and patient. I felt impelled to ask re the cable-box issue. He took it upon himself to do something. In 3 days, he called back and told me the box was now off my record!!

We are very loyal customers of TWC and have always been treated with courtesy by knowledgeable people, but the Cable-box was a blight on TWC. What Khalil did was to restore our total confidence in TWC.
Our appreciation to Khalil for going that extra mile!!!
Sincerely,
H.C. Ridgway

thank you
Mrs Chad, with your excellent skill as twc technician , Mrs Chad held us solve the problem with no time .

Thanks again

Mrs Hoang

I would like to compliment your Company on the Polite, knowledgeable & helpful Assossiate by the first name of Steve in your retention center. It is people like that shows that a Co. really does care about its Customers. Thanks David

The young man who came to my home to install cable/internet was kind, courteous and professional. The customer service rep I was finally able to reach by phone, and her supervisor, were anything but kind, courteous and professional. Time Warner Cables policies are stacked against the customer. If I had other cable options available to me I would take them. I would not recommend Time Warner Cable to anyone.

The service rep who helped me is named Gio (or Geo) and works in Morrisville, NC. I was cut off before I got a a chance to thank him for the fabulous help he gave me when I called in about a billing issue. Please make sure he receives my thanks (perhaps by sending him a copy of these comments). Unfortunately, I am sometimes a frustrated "user" of a service and when I began my call with him, I was frustrated and impatient. He calmed my down immediately with his calm voice and his assurances of help. My billing issue involved an action of my credit card company that I didn't know about until I received a notification from TW that my auto-payment had been denied. Then it turned out that TW was charging me for service I never signed up for. Anyway, everything was complicated and Gio steered me through the whole process of trouble shooting and problem solving until everything was taken care of very nicely.
And P.S., I have never had a bad experience with a technician either over the phone or at my home. They have come out for DVR box issues and other cable malfunctions and have always been knowledgeable, courteous and helpful.
Thanks!!!

Dallas Customer Loyalty Reps like Dimetrie (forgive me if I spelled it wrong) are what keep me a Time Warner Cable customer. I've had TWC off and on for 4 to 5 years and have dealt with the unfortunate consequence of needing to save $$ on a bill. Each time, maybe once every 2 years or so, I've had to contact a customer service rep to help me cancel services, pay past due balances, make payment plans. etc. Each time I've been impressed. Especially tonight when I accidentally hung up on my rep and she called me back!! Not only that, she was able to help me save almost $75 per month and still keep the services that I use the most. Thank you Team Dallas... for making that unfortunate phone call something I end up smiling about.

I Robert Williamson have had service issues with Time Warner for the last six months and no one could solve the problem.

Check my customer history and see how many service calls have been made Acct #;then, Jose arrived Tech #

7293 and he solved the ongoing problem and the difficulty was a loose connection on the modem!! I suggest Jose be your trouble shooter on persistant problems for he took care of my situation while others were not successful!! He is so knowledgable and checked every possible cause!! Thank you Jose!! You saved another account for your company!! Robert Williamson

My internet was down for 7 days total 3 of which i had no clue because i was gone..So i called customer service and set up a service call for them to come out to the house...The day before they were suppose to come out a tech called me saying my internet was back up...I said yes off and on it is and also no pages load...I also told the tech over the phone its an outside problem ...He then check the houses around me and said i see there are low signals around you...I said yes its and outside problem...he then said he would send a tech out to check the line and Bam...it was fixed when i got home and my internet works way better then it ever has....I am greatful for whomever i spoke to because it was handled right and fast.. But the first time i called this could have been checked before setting up a service call. but still happy with the service.

I have been with Time Warner for 7 years, at two separate addresses. During the first half of that, dealing with Time Warner was a bit of a nightmare. The first tech who set up my internet, phone and cable, was a ding bat and did it wrong. As I am a telecommuter and work from home, ultimately that cost me a lot of money. After 2 years of nothing but problems, I finally got a tech out to correct it who knew what the deal was. I was able to get a credit on my bill after raising a huge stink about money lost because of the down time.

In recent years, I have honestly had good experiences with one exception. The call center in Charlotte NEEDS more representatives. Every time I have called in the last two months, there has been a 15-30 minute wait for a CSR. I don't know about you, but I don't have time to sit and wait usually! And because I didn't have the time to sit and wait, my billing got very messed up which has had a domino effect on my budget. My rent was late as a result of all of this. But here is the positive side, during the debacle I dealt with last month, every single CSR and Supervisor that I dealt with were EXTREMELY professional. I have a heavy call center back ground and I can tell you that the individuals that I dealt with in NC were VERY good. I do NOT have patience for bad customer service AT ALL and honestly I can be a huge pain to deal with. They were calm, collected, helpful and friendly. They were able to resolve my issue, and will be giving me a credit for the amount of my late fee for my rent due to the issue their payment system caused.

TWC - They are doing something right in the Charlotte call center. Please get them more CSR's! Having to wait for 20 minutes is an excellent way to escalate a customer. This caused unnecessary stress for the CSR's AND YOUR customers. I do have a Quality Assurance back ground, so I have a better understanding of the skills involved with deescalating an irate customer such as myself. The CSR's and Supervisor's in Charlotte have those skills.

Locally (I am in Oxford NC) the technicians I have dealt with here have every one of them been very friendly, knowledgible and prompt.

I have had trouble with my cable for some time. The last repair man, I don't know his name, solved my continuing problem and fixed it. He was very very good.

Dalton - Tech #2469 came to the house yesterday to correct an issue. He was professional, polite and completed his work in a timely manner. I missed the phone call follow up and wanted to make sure he got his earned positive comments.

Gregg Simmons

I must tell you that I have had the best service from Time Warner this past month. I have had a problem every since a large electrical storm came through. Your technicians has been to my house three times and I have been on the phone with technical help at least that many times also. They have tried everything possible to correct the problem. They have installed all new equipment and I still have the problem. However, they have pinpointed the problem(hopefully) and have scheduled another appointment to fix the problem. Not once have I had an adverse experience during all this. I am so glad that I am with Time Warner versus those other cable companies. Thanks for providing the technical service that you do.

I was just visited by a Time Warner Cable repairman in Manhattan's West Village and I could not wait to give him (Mr. David Lake) the highest recommendation and to thank him for his extraordinary sociability, kindness, patience tech support, and advice that fixed my cable problem right away. This gentleman is an absolute pro at what he knows, what he does and the way he does it. I hope that Time Cable Warner realizes how (in)valuable this service person is. If there were a star system to use this man would get FIVE STARS, *****TOP BEST

Mark answered the call and within 7 minutes did what the So Texas customer service could(would)not do in 30.
After a rate increase due to a promotion expiration, Mark was able to make adjustments that remove the increase and actually lowered the net cost below what I had been paying. Thank you Mark and your supervisor.
The ratings I am giving are for the corporate service and they are inversely proportional to the ratings I would give to the custome service at 1-888-892-2253.

Last week I switched out my HD cables and got the HDMI one and could not get it to work. I called in and talked with a lady for over a hour and still could not get it to work. You sent our a tech his name was John MacAshill (Tech #10836) and he got it working within a few minutes. That wsa great but his personality and demeanor was exceptional and was a pleasure to talk with. Please realzie every good customer service gets noticed four times while every back on gets 10+. However, I am telling all my freinds about what a great representative John is to your company .

I wanted to commend the good service I received from Lavasha, #1461870. After several unsatisfactory calls, I was helped in a short period of time and in a most pleasant manner. I was very unhappy with the service received from Time Warner and was ready to tell everyone how unhelpful the representatives were until my last call with Lavasha.

Rock , from tech support , Syracuse, NY did a great job helping me on Easter night when i was ready to throw the PC out the window....kudos

TWC has the VERY BEST, cream of the crop, elite customer service reps. They go above and beyound to get the issues resolved. Best customer service experience , bar none.

Actual 'help' chat
Daniel: Hello! Thank you for choosing Road Runner Internet Technical Chat Support. My name is Daniel. I will help you.
customer: I have received the most despicable service from time warner and want to drop the account. I have been a twc customer continuously for over 15 years and am completely dumbfounded that twc treats good customers in the manner we have had to deal with in the past week. As soon as an alternative service is established, we will drop twc. I will also not feel bad promoting this same thing to every friend and coworker I have.
Daniel: That sounds annoying. I should be able to help you.
Daniel: ____, how long have you been going through this?
customer: In an attempt to keep time warner, despite poor internet connectivity and cable service, we attempted to change the package and obtain service which included a phone. The tech came out last Saturday and replaced the 8 year old modem with a new one. The connection worked when the tech was there, and then stopped within 15 minutes of him leaving.
customer: the service has not been been reestablished except for a brief time when the next service tech came out (last night). He refused to check the signal strength coming into our home, saying that wouldn't be a problem. The internet stopped after he left.
Daniel: _____, I understand your situation, let me check and help you out in this regard.
customer: we called again today demanding service, and were lied to outright by the tech on the phone, who said we would have someone out again today to fix the problem.
customer: the actual work order was scheduled for Monday, 3/5. The tech lied to me as I directly asked him this 5 times (someone will come out today? Yes).
Daniel: ______, I understand that you want the tech to visit today itself, am I correct?
customer: Another tech said I had to go home, which I did, in order to help run some diagnostics. I took 2 hours from work and went home to resolve this, and the next tech on the phone said they couldn't do that and we would have to have a tech come out.
customer: Yes, no other solution is acceptable. I want to talk to a manager or someone who will not lie to me in the Richardson TX area, and who will get this resolved.
Daniel: _____, I see that the service call already created, let me check if any availability for to day.
Daniel: Before that can you please confirm me with the modem light status.
customer: I am obviously not at home because I would not be able to chat as I do not have time warner internet service!!! I had to come back to work.
customer: When I left two lights were on
Daniel: _____, I apologize for the inconvenience.
Daniel: My technician will visit to your home on Monday without fail and we will make sure that the issue will be fix on that day itself.
customer: It is more than inconvenience at this time. I consider it theft on twc's part, as I have paid for service which is not being provided, despite every effort on our part to get the service.
customer: We have been told that for a week now. Would you appreciate the electric company saying that to you.
Daniel: I have checked for the availability for today but unfortunately there in no any single availability of the technician.
customer: This has been a botched tech job on twc's part. I have had two technicians out in the past week.
customer: there must be some remedy for such situations
customer: let me chat with someone who can help
Daniel: _____, this time we will take this as atmost care on your connection issue and we will assure you that it will be rectified by Monday.
customer: i cannot be fooled into believing this again. It would be stupidity on my part. I do not take kindly to be lied to by people I am paying for service, which is what happened. The tech this morning said several times someone would be out today.
Daniel: _______, I will try for that also but I can not assure you for today as there is no any availabiliy.But I will try my level best to resolved the issue at the earliest .
customer: We scheduled techs to come on the weekend and in the evening as we both work during the day. I had to take emergency time off today to try to get this resolved, but that was just lost time for me. Again, I do not think anyone would appreciate being treated that way. Then, to be set up WITHOUT consult for a daytime appointment on Monday is outright being held hostage for the service we already paid for and didn't get.
Daniel: _____, if it is ok for you, can I scheduled the service call on Monday at in the eveving hours?
Daniel: Evening*
customer: We will already be set up with a different provider by then. Time Warner has lost a good paying customer over this. bye
Daniel: I can understand how frustrating that would be. I will be more than happy to assist you with this.
Daniel: Please give me a chance for this time, if it is not resolved then you can take your decision.
Daniel: Please provide me with the comfortable time and on Monday, I will try to schedule for you.

I love my Time Warner Service. I don't have to pay for trouble calls. No contract. I suspect that the majority of everyone complaining on here is doing so because they're angry. It's pretty rare that people take the time to type up comments when they're happy

After a new cable modem/router was installed to take advantage of higher speeds, I had intermittent problems reaching most websites. I had three tech visits and then they stopped coming after failing to make a fourth promised visit. The problem persisted. I waited three days hoping to hear from them and then called again. The guy that came the next day, John,found that the hops to the desired website hit some failed or failing nodes. He changed my cable modem to another brand and this seemed to fix the problem. Who knew?

Twc had a outage in Dallas and surrounding areas such as mesquite,Plano...if you were having issues before the outage, you need to call to report it. Representatives are not going to know magically that you have a issue if you let them know. Also anger will not work with logic.
Oh yes, phones are busy if everyone is trying to report their issues, it's phone jamming- It happens especially on a cable service emergency. Patience

want to acknowledge what i consider to be an employee that goes above and beyond to insure that the customer is satisfied.
the gentleman's name is Michael Rodriques and he is employed at the office in Flushing NY.
he took extra time to insure that all was set up properly for my account # 8150130012003808.
i employee over 130 people and i can recognize individuals with potential when i see them - this gentleman certainly has qualities that should allow him to move up the corporate ladder!

Calling customer service can be very frustrating with the long wait and rude personnel, however, I was happily surprised with Time Warner's customer service.

I believe his name was Kendrick? I'm a bit disappointed that his name escapes me now because I wanted to thank this representative for changing my view of customer service reps. He was very professional--courteous, helpful, and patient. Definitely a model representative.