javajunkie
11-21-2006, 02:32 PM
Before anyone flames me for knocking TWC, I'll be the first one to say that I 'usually' have positive experiences when dealing with their custsvc and their installers. However, the service I recv'd yesterday in my home was totally and completely UNACCEPTABLE. My disabled mother recently moved into my home and as a result we placed a call for an additional DVR, a new cable drop at the kitchen counter, and the drop in her bedroom switched from cable to internet. This will allow her to be comfortable and have some conveniences available to her without undue movement. FTR, she has Lyme disease and a spinal fusion. In any case, this is what transpired yesterday.
Installer #1 shows up. He doesn't have the second DVR, but will 'make a note of it' in the service order. He then proceeds to go to the bedroom. Rather than switch out the drop that is nicely covered and on the wall, he drills a hole in the floor, 6" out from the wall, and shoves a cable thru. He does this not 4 ft from the drop on the wall.
Then he goes to the kitchen counter. For some reason he unscrews the cover off the phone drop on the wall, looks at, shoves the cover back over the top of the phone drop and doesn't screw it back in. Then he cuts a really pretty hole in the wall a few inches from the phone drop and shoves a cable thru that. He doesn't put a cover on it because he "doesn't have any on the truck". No, he "doesn't know when" we'll get a cover. He walks out the door satisfied with his work and drywall dust, open holes, and safety hazards from cable runs in his wake.
All during his lovely, professional visit, he indicates that he doesn't feel well because he did "too much partying over the weekend". Okayyy.......
We call TWC and get a supervisor out here. Supervisor does nothing except look at the mess the other guy left (he doesn't clean it up or fix it), and he pulls the tv out from the wall. For some reason he went up into the attic, but we're not quite sure why because no changes were made, and when he leaves he leaves the attic stairs down and the light up there on. Maybe not much of a big deal, but when you have a spinal fusion, lifting those stairs is not going to happen, and I was on my way back to work.
This was the second instance of issues with TWC. When mom moved in she brought her DVR with her, which shocked me when I plugged it in and sent sparks like the fourth of July. It was exchanged by a tech who came in complaining that his company was a subcontractor that was leaving TWC because they (TWC) was behind on their paychecks, and the model DVR we originally had was known for having 'electrical problems'.
I'm sure that these complaints may seem minor if you take them on an individual basis, but added altogether they represent a serious lack of consideration for customer service. In as much as Time Warner Cable is more than happy to point out that when you engage their services you have a contract to fulfill by paying for a service you've yet to receive, they should be willing to provide QUALITY CUSTOMER SERVICE, by PROFESSIONAL and RELIABLE installers. Contracts go both ways.
I have a call into their customer service center and will be discussing this problem more in detail with them directly. However, if you are using Time Warner Cable for your cable and internet services and you request installer service, make sure that you monitor their work and voice any problems to them asap. Its my understanding that they've grown in the Columbia area too fast and as a result it is MY PERSONAL BELIEF they are employing some sub-contractors that do NOT provide quality service.
:soap:
Installer #1 shows up. He doesn't have the second DVR, but will 'make a note of it' in the service order. He then proceeds to go to the bedroom. Rather than switch out the drop that is nicely covered and on the wall, he drills a hole in the floor, 6" out from the wall, and shoves a cable thru. He does this not 4 ft from the drop on the wall.
Then he goes to the kitchen counter. For some reason he unscrews the cover off the phone drop on the wall, looks at, shoves the cover back over the top of the phone drop and doesn't screw it back in. Then he cuts a really pretty hole in the wall a few inches from the phone drop and shoves a cable thru that. He doesn't put a cover on it because he "doesn't have any on the truck". No, he "doesn't know when" we'll get a cover. He walks out the door satisfied with his work and drywall dust, open holes, and safety hazards from cable runs in his wake.
All during his lovely, professional visit, he indicates that he doesn't feel well because he did "too much partying over the weekend". Okayyy.......
We call TWC and get a supervisor out here. Supervisor does nothing except look at the mess the other guy left (he doesn't clean it up or fix it), and he pulls the tv out from the wall. For some reason he went up into the attic, but we're not quite sure why because no changes were made, and when he leaves he leaves the attic stairs down and the light up there on. Maybe not much of a big deal, but when you have a spinal fusion, lifting those stairs is not going to happen, and I was on my way back to work.
This was the second instance of issues with TWC. When mom moved in she brought her DVR with her, which shocked me when I plugged it in and sent sparks like the fourth of July. It was exchanged by a tech who came in complaining that his company was a subcontractor that was leaving TWC because they (TWC) was behind on their paychecks, and the model DVR we originally had was known for having 'electrical problems'.
I'm sure that these complaints may seem minor if you take them on an individual basis, but added altogether they represent a serious lack of consideration for customer service. In as much as Time Warner Cable is more than happy to point out that when you engage their services you have a contract to fulfill by paying for a service you've yet to receive, they should be willing to provide QUALITY CUSTOMER SERVICE, by PROFESSIONAL and RELIABLE installers. Contracts go both ways.
I have a call into their customer service center and will be discussing this problem more in detail with them directly. However, if you are using Time Warner Cable for your cable and internet services and you request installer service, make sure that you monitor their work and voice any problems to them asap. Its my understanding that they've grown in the Columbia area too fast and as a result it is MY PERSONAL BELIEF they are employing some sub-contractors that do NOT provide quality service.
:soap: