Nightmare Customer Service

• dlazz

  Time Warner Cable usually gets a lot of flack from people, but I never really had problems with them.
  
  Until yesterday.
  
  I decided my TW Ultimate Package was a complete overkill for my internet needs and wanted to downgrade it to the next-best tier. Should be an easy change...they bump me down on their end, I reboot my modem, and I'm off to the races.
  
  I made my first call yesterday around 6:30p. I wait on hold for 32 minutes before I hang up. I chalk this up to me calling at a peak-hour.
  
  I call back again at 10:15p. I wait on hold another 30 minutes before I hang up.
  
  I get home this afternoon and give it another shot. This time I call them via GMail so I don't burn any minutes on my cell plan (I only have 100 minutes). I get patched through to a guy who has me on hold for about 15 minutes while he downgrades my internet package. Of course, while he's downgrading it, the system automatically tries to push the settings to my modem and it reboots, thus dropping my call. I know what the problem is, since the exact same scenario happened to me when I upgraded my internet package a few months ago. I had to call back into tier-3 and get it fixed. It took ten minutes, but it was fine after that.
  
  Being internet-less, I get out my cell phone and call back. I wait on hold for 10 minutes before I get to "Cheryl" who sounds like she's probably in New Delhi. I explain the situation: I called in to downgrade my internet, the call got dropped, and now my cable modem isn't working. She explains from her end, the modem shows that it is completely missing from the network and that a work order was issued at the exact same time I was getting my internet downgraded. The "work order" shows that I called in and had my internet disconnected and the disconnection was physically completed at 6:08p. Not disconnected like a service cancellation...like they actually came out and unplugged the cable line from my apartment. I assure her that this wasn't the case, and it definitely has something to do with my call 15 minutes prior. She insists that my internet is disconnected and there's nothing they can do from their end. She makes a service call appointment for Sunday from 5-6p.
  
  Being in IT, now I'm pissed. I know the coax wasn't physically disconnected from my apartment, and I know that they just need to hammer a different bootfile through to my modem. I explain this to her. She wants nothing of it. The service was disconnected and there's nothing they can do.
  
  Knowing this bitch is flat out wrong, I scoff and hang up and call back to talk to someone else. I ask to be put through to tier-3 so the issue can be corrected. I'm on hold with tier-3 for 15 minutes and the call mysteriously drops.
  
  I call back. I talk to the tier-1 lady and she says "I think I can fix this myself". I'm on hold for another 10 minutes before the call also mysteriously drops.
  
  I call back once more. This lady sounds like Cheryl again, with a different name. She patches me through to tier-3. T-Mobile texts me saying I'm almost out of minutes. I re-fill my account while I'm listening to the hold music. 26 minutes later, the call drops again.
  
  I call back again. I run through the scenario I've gone through so far to the peon. I'm giving the phone number to the tier-1 lady, and the line goes silent after she asks to confirm my name.
  
  I call back. I get a guy named Andre. I explain the situation once more. He explains the call system is having issues but he knows what the problem is and how to fix it. As he's working, he explains that he usually warm-transfers callers to Tier-3 and likes to know how to fix things himself. "It hurts my numbers in the long run, but I can help people faster if I know how to fix it...so it balances out in the end." I'm just happy that my call hasn't dropped yet. I see my modem reboot and immediately come online. Call start to completion was about 6 minutes long.
  
  tl;dr It took me over 2 hours and several call-backs to get my internet service downgraded. The last guy did it in under 10 minutes while the first 6-7 people fucked around and wasted all of the minutes on my cell plan.
  
  
  Anyone else have nightmare customer service stories?
• gut

  A lot of website now have online tech support. It's my absolute go-to. I rarely wait more than a minute or two, and IMO they tend to be more effective than phone reps (aside from one clueless MS Windows jackass)
• like_that

  

  Comcast had been charging me for three extra HD dvr boxes for the LAST YEAR. They now will be redeeming me $550 in credit.
• dlazz

  gut;1499983 wrote:A lot of website now have online tech support. It's my absolute go-to. I rarely wait more than a minute or two, and IMO they tend to be more effective than phone reps (aside from one clueless MS Windows jackass)

  I didn't mention it in my 9-paragraph-ala-o-trap story, but I did try the online chat. They didn't have the ability to downgrade services via chat.
• gut

  dlazz;1499987 wrote:I didn't mention it in my 9-paragraph-ala-o-trap story, but I did try the online chat. They didn't have the ability to downgrade services via chat.

  Ahhhhh....Sounds like a classic case of "let's make it really difficult for customers to lower their bill"
• gut

  like_that;1499986 wrote:Comcast had been charging me for three extra HD dvr boxes for the LAST YEAR. They now will be redeeming me $550 in credit.

  You got darn lucky. Normally businesses won't adjust bills more than 2-3 months in arrears, but I suppose in this case it's pretty blatant that they were in the wrong (obviously you're not using boxes they never gave you).
• said_aouita

  

  Jesus Christ way tl;dr.
  
  Long story short being cheap you had to deal with customer service. Because of your cheapness you only have 100 minutes on your cell.
  You call C.S. to get service on your internet. You used an internet phone service.
  
  lol dumbass.
  
  
  
  
  
  
  
  This is why once through to someone you immediately ask for a direct phone number in case you are disconnected.
• dlazz

  said_aouita;1499992 wrote:Jesus Christ way tl;dr.

  I posted a tl;dr version and you posted tl;dr anyway. lolfail. Also, you replied to stuff included in my post so you obviously read it. This makes you a lolfail and a lol-liar.
  

  said_aouita;1499992 wrote: Long story short being cheap you had to deal with customer service. Because of your cheapness you only have 100 minutes on your cell.
  You call C.S. to get service on your internet. You used an internet phone service.

  I intended on transferring the call from GMail/Google Voice to my cell (you can do that), but it slipped my mind once I got a real person on the phone. Also, it wouldn't have mattered anyways since the call would have dropped like most of the others. Also, my 100 minute plan is sufficient most months since I average less than 10 minutes a month.
  

  said_aouita;1499992 wrote:
  
  
  
  This is why once through to someone you immediately ask for a direct phone number in case you are disconnected.

  Wouldn't have mattered. Everyone I talked to was useless, and I never once got connected to a tier-3 where I COULD ask for a direct number.
• Tiernan

  We're you speaking to someone named "Kyle" that sounded like Mahatma Ghandi?
• said_aouita

  

  dlazz;1499997 wrote:I posted a tl;dr version and you posted tl;dr anyway. lolfail. Also, you replied to stuff included in my post so you obviously read it. This makes you a lolfail and a lol-liar.
  
  
  
  Wouldn't have mattered. Everyone I talked to was useless, and I never once got connected to a tier-3 where I COULD ask for a direct number.

  ok you caught me....I scanned part of the conversation but skipped most of it.
  Post the tl;dr version first next time......
  
  
  You could have gotten a direct phone number from anyone. I bet even the dot heads tier 1 have a phone list in their cubicle.
  Also- easiest sometimes is with first person who answers ask for a manager. Skip all the BS. Explain to Miss. dothead you are not a disgruntled customer (yet) but just need to escalate the call.
• TedSheckler

  

  Who only has 100 minutes in their cell phone? You must be poor.
• dlazz

  TedSheckler;1500013 wrote:Who only has 100 minutes in their cell phone? You must be poor.

  It's $30 a month for 100 minutes and 5GB of data. It's by far the best bang for the buck (most of the time, anyway)
• robj55

  

  like_that;1499986 wrote:Comcast had been charging me for three extra HD dvr boxes for the LAST YEAR. They now will be redeeming me $550 in credit.

  damn
• Ironman92

  

  like_that;1499986 wrote:Comcast had been charging me for three extra HD dvr boxes for the LAST YEAR. They now will be redeeming me $550 in credit.

  You wonder how many others they do that to that never catch it.
• Ironman92

  

  dlazz;1499987 wrote:I didn't mention it in my 9-paragraph-ala-o-trap story, but I did try the online chat. They didn't have the ability to downgrade services via chat.

  So we got the edited version? Lol
  
  TW was walking my neighborhood this week individually checking on their customers for problems.
  
  I did have a similar issue with DISH and Reds games not being on HD on their channel and then with Fox Ohio (they were excellent) Within a week every game since has been on Fox Ohio 427 in HD.....no where's Waldo games.
• dlazz

  ccrunner609;1500043 wrote:for $15 more a month you get unlimited everything at straighttalk.

  I tried it for a month but the internet would randomly not work. Typically when I needed it the most.
• said_aouita

  

  Maybe next summer go without air conditioning. Not only will you save money it makes you tough.
• rydawg5

  said_aouita;1500081 wrote:Maybe next summer go without air conditioning. Not only will you save money it makes you tough.

  
  I don't get how this example is the same as a cell phone. Are you valuing your phone as much as air conditioning? Why is everyone so addicted to their phones in the first place that they feel the need for "Unlimited Full Blast"
  
  You pay for what in your mind something is worth. It's your money. If he feels like a $30 plan is right for him, that's awesome. It doesn't make him poor.
  
  I refuse to pay over $30 for a phone plan regardless. I want my money going elsewhere. (IE: Actual Fun)
  
  The fact that you don't have "Unlmited Full Blast" plans so you can "check your facebook, text your friends your talking to on facebook, and then call your friends who you are texting and chatting with on facebook" makes zero sense to me.
• Iliketurtles

  

  rydawg5;1500131 wrote:I don't get how this example is the same as a cell phone. Are you valuing your phone as much as air conditioning? Why is everyone so addicted to their phones in the first place that they feel the need for "Unlimited Full Blast"
  
  You pay for what in your mind something is worth. It's your money. If he feels like a $30 plan is right for him, that's awesome. It doesn't make him poor.
  
  I refuse to pay over $30 for a phone plan regardless. I want my money going elsewhere. (IE: Actual Fun)
  
  The fact that you don't have "Unlmited Full Blast" plans so you can "check your facebook, text your friends your talking to on facebook, and then call your friends who you are texting and chatting with on facebook" makes zero sense to me.

  SMH... all he was doing was making fun of ccrunner because ccrunner does not have A/C.
• like_that

  

  rydawg5;1500131 wrote:I can't afford a smart phone.

  This is all you had to say.
• dlazz

  ccrunner609;1500329 wrote:You didnt buy the right phone.

  OK.
• O-Trap

  

  ccrunner609;1500329 wrote:You didnt buy the right phone.

  Nah, I had the same issue, and I doubt I had the same phone.
  
  Straighttalk is worthless.
• Pick6

  

  seems you could have avoided the issue if you didnt call via internet when they were going to be resetting the internet. Derp
• O-Trap

  

  ccrunner609;1500506 wrote:lol....you buy a crap phone it doesn't matter who you have. My straightalk LG phone runs off Verizon towers. Was in C-Bus all day and it was fine

  I am using the same phone now I was using then. And the service is much better.
  
  It doesn't appear the problem was the phone.
• dlazz

  Pick6;1500489 wrote:seems you could have avoided the issue if you didnt call via internet when they were going to be resetting the internet. Derp

  Already mentioned that had I called on my cell, the call would have probably been dropped anyway. Derp.