Time-Warner Cable sucks. They worse than suck because they know they suck and they haven’t done a damn thing to address it. Nobody (that I know of) has been fired. Nobody seems to care if I get what I pay for. Nobody at Time-Warner cares if I am pissed off at them or not. Nobody at Time-Warner even cares if I tell all of you how much they suck!
You know why? Because they have a freaking monopoly, that’s why. The government went after Microsoft for less (in my opinion) than Time-Warner get away with every day. I have ZERO alternatives to Time-Warner right now – there is no services I can even buy to replace Time-Warner. They know this, so it isn’t important for them to keep me happy. They know I am addicted to the high-speed Internet, the phone, and the HDTV cable (all on one convenient bill). No reason for them to care if those things just all work – what do they care?
I was in hurricane ravaged New Orleans for a few days – watching Cox Cable. They offered more channels (the hotel had HDTV) and the service just worked. I would be lying if I said I have never had my Time-Warner services all work for three days straight – they have. But they often DON’T work for three days in a row.
So the last time I talked to them I got the number for the Executive Response Team. Turns out it is one lady, by the name of Janice Rogers – and she has been on vacation – from DEC23rd to the 8th of January. How is such a position delegated to just one person? And I imagine she probably wears several other hats. I make this point because it bespeaks of Time-Warner’s care for their customers. BTW, the number I was given was 210-352-4600, which actually goes to the main switchboard – you have to then ask for the Executive Response Team.
If I was managing this customer support team, and I heard from customers like me – the one’s buying almost every service that I offer, yet continually have problems with them — I would petition my bosses for a new level of support – direct 1:1 on-site support specialists. People who have come up through the ranks and just know my technology. I would assign one of these people to fixing the customer’s problem(s) — no matter what it took. They would be at my house when the service team was here. They would manage my account proactively and make sure I was satisfied. Expensive? Maybe. But they can afford it. They can afford it more than they can afford customers like me leaving them in droves because we just expect more. We know that IP phones aren’t magic, and there is no technical reason that they should just not work. We know delivering an always-on Internet connection isn’t black magic – we’ve managed to do it for satellite offices for years. We know they can fix these issues if they choose to.
Honestly though – I just don’t think Time-Warner hears me yet – despite my best efforts I don’t think they know how irate I am – or even how many issues I have had – and that’s another thing I would do if I ran support for them – I would have my databases scraped weekly and generate a report of customers that have recurring issues. I can’t fix what I don’t know about.
Instead, I think Time-Warner is doing nothing – except sending tech after tech to my house replacing one component at a time (or one cable at a time) until they feel they have placated me enough that they can leave. Generally they haven’t.
So, Time-Warner – do you read blogs? Wanna fix my problems? Call me – you have the number. I give you $40/month for it. Sometimes it works.