Nightmare Customer Service

• dlazz

  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

  Mine ran off of AT&T towers, so you're comparing apples to oranges.
• friendfromlowry

  They did try and holla at you on Twitter bro.
• Scarlet_Buckeye

  

  Time Warner Cable's customer service is the worst! Literally, THE WORST! I will NEVER (provided I can) purchase TWC services ever again. They were NIGHTMARES!
  
  Anyone who has ever dealt with student loans too knows that their customer services are pretty poor too.
• vball10set

  I have Buckeye Cable, hope this helps. That being said, AT&T is the worst.
• wes_mantooth

  

  dlazz;1500064 wrote:I tried it for a month but the internet would randomly not work. Typically when I needed it the most.

  I was going to jump to straight talk but they throttle you and the phones are low end android
• Mulva

  

  I'm in the same situation with Time Warner right now. I'm supposed to have promotional pricing in place through 6/14, but this month they jacked by base charge up from $69.99 to 81.99.
  
  The chat analyst is worthless, as always. Tells me he can't help and I need to call the promotions department. I've tried calling 4 times. Busy, busy, then I got through. Selected the billing department at the auto prompts, and my call gets dropped. Called back, and its busy again.
• dlazz

  wes_mantooth;1502530 wrote:I was going to jump to straight talk but they throttle you and the phones are low end android

  I have a Nexus 4, which is unlocked...so I've tried out a few different carriers (Net 10, StraightTalk and T-Mo) with no strings attached. I've settled on T-Mo for now. I use my data pretty "heavily" and didn't get throttled. Probably 1.5GB worth.
• O-Trap

  

  I'm now with T-Mo as well. Customer service thus far has been phenomenal. Pricing is decent. And with HMA proxy service, I get unlimited tethering, so I use it as my home Internet, which is why the unthrottled, uncapped services is necessary.
• Scarlet_Buckeye

  

  Toledo's Buckeye Cablesystem should be THE place to go for all companies to learn from and to use as training grounds for what great customer service is bar none. You get a live person each and every time you call and you get results. I would pay more for their services just because of their superior customer service.
• iclfan2

  

  TWC is the worst. I was on the internet chat thing with this moron, and she tried telling me I didn't have BTN HD or STO HD, which are both part of the standard and digital tiers (which I have both of). She tried telling me they were part of a special sports program and I had to tell her she was a freaking moron. Then I had to call into TWC, and they could do nothing but send out a technician. I can't wait until next month when I move and can get Uverse.
• brutus161

  

  iclfan2;1504718 wrote:TWC is the worst. I was on the internet chat thing with this moron, and she tried telling me I didn't have BTN HD or STO HD, which are both part of the standard and digital tiers (which I have both of). She tried telling me they were part of a special sports program and I had to tell her she was a freaking moron. Then I had to call into TWC, and they could do nothing but send out a technician. I can't wait until next month when I move and can get Uverse.

  We just switched from Directv to U-verse, and we really like it.
• thavoice

  dlazz;1499981 wrote: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?

  Whenever I need something done with my cable I walk into the local office and it is complete within 2-3 minutes.
• dlazz

  thavoice;1505852 wrote:Whenever I need something done with my cable I walk into the local office and it is complete within 2-3 minutes.

  Office is on the other side of Columbus. Even if I had, there's a good chance I would have come home to a dead cable modem anyway.
• Automatik

  

  Fuck TW.
  
  I still have my modem in my office that I need to return. After holding for over 20 min on the phone they give me a payment center address closest to me.
  
  I walk to the address during my lunch break. It's no longer a TW office, but a luxury apartment highrise. The doorman said he's had a least 20 people come making the same mistake. Bastards.