Carolina Road Runner Internet ripoff, The worst service Untrained techs can't fix anything two months still broken Charlotte North Carolina
12/7/04 20 minutes on hold. when i finially got a tech out here I had to show tech how to trouble shoot the problem. when he saw the problem he had to leave and said it is an open ticket. When I called the next day he never reported it as left open. another 20 minutes on hold. got another tech out.
12/8/04 20 minutes on hold again. Jamie or Steve supervisor will call before 8 pm
No Call back from anyone.
12/15/04 on hold 14 minutes hung up too long of wait.
Xmas time I didn't bother with internet.
1/6/05 Steve is also the phone tech put in a trouble ticket to supervisor and supervisor will call back. Also will send tech out Friday 1/7/05 10-12am ticket #11327
no call from supervisor.
1/7/05 Tech comes out only to trouble shoot same exact way as one before. same answer "will put in trouble ticket for rewiring house.
after rewiring house tech leaves only to find Phone cable and house network (cat5) is destroyed from tech. needed to hire outside source to fix $150.00. Called time warner thet will have a supervisor call me ..guess what no call.
1/8/05 Tech came out and replaced power supply for modem. 1/17/05
Now I just get transferred around.
Michael
Charlotte, North Carolina
U.S.A.
5 Updates & Rebuttals
Brad
Thistown,North Carolina,
U.S.A.
Rewired home
#6Consumer Suggestion
Sun, November 20, 2005
Being in this field for many years. One thing customers seem to think is, "I can do anything with my cable wiring". Well, years ago you could. Things are different now and I suggest when your home gets rewired, you leave it alone. If you need another outlet ran to another room, call your provider and pay the charge for doing so. It will cause alot less headaches in the end.
Brad
Thistown,North Carolina,
U.S.A.
Rewired home
#6Consumer Suggestion
Sun, November 20, 2005
Being in this field for many years. One thing customers seem to think is, "I can do anything with my cable wiring". Well, years ago you could. Things are different now and I suggest when your home gets rewired, you leave it alone. If you need another outlet ran to another room, call your provider and pay the charge for doing so. It will cause alot less headaches in the end.
Brad
Thistown,North Carolina,
U.S.A.
Rewired home
#6Consumer Suggestion
Sun, November 20, 2005
Being in this field for many years. One thing customers seem to think is, "I can do anything with my cable wiring". Well, years ago you could. Things are different now and I suggest when your home gets rewired, you leave it alone. If you need another outlet ran to another room, call your provider and pay the charge for doing so. It will cause alot less headaches in the end.
Brad
Thistown,North Carolina,
U.S.A.
Rewired home
#6Consumer Suggestion
Sun, November 20, 2005
Being in this field for many years. One thing customers seem to think is, "I can do anything with my cable wiring". Well, years ago you could. Things are different now and I suggest when your home gets rewired, you leave it alone. If you need another outlet ran to another room, call your provider and pay the charge for doing so. It will cause alot less headaches in the end.
Dee
Anytown,North Carolina,
U.S.A.
Your experience sounds accurate.
#6UPDATE EX-employee responds
Thu, October 27, 2005
I was a customer service representative. If possible, I would suggest that you go to the TWC in person to resolve the problem.
When you call in you will get a CSR who sees that you last spoke to another CSR, "Mary" about your problem. That CSR wants to get you off the phone ASAP and get some more sales calls, so he will transfer you to "Mary" who has no authority AND who may not be in. If "Mary" is available, she will try to flag down a call center supervisor, which is a feat in and of itself, putting you on hold for 10-20 minutes. The supervisor will discuss the problem with "Mary" (more hold time for you), then the supervisor may talk to you. Then the supervisor will attempt to contact the tech's supervisor who will probably not be in. The supervisor will promise to call you back, or rather, will tell the CSR to tell you that we'll return your call when the supervisor gets back to the call center supervisor (and no one knows how long that could take).
You would think that the CSR could just place the service call that the tech forgot to place, right? But the CSR does not have the authority to do that because he was not the one who went to your house and saw the problem. The CSR can't get in touch with the tech because the tech is now on other calls.
Was the problem ever resolved?