Complaint Review: Time Warner Cable

Yeah my explanation was long but spoken it takes 3 or 4 minutes. I'm just giving you 100% of all the info. Your post was from 6/17 & I had nothing to go off of. Your new post sounds more like a detailed complaint. And no it's not a scam you were just not given the appropriate info. That's poor service at the agent level. And that should be dealt with. So it sounds like you havn't called & asked about the escalated gift card promo process. Which I understand. You've attempted it too many times already. I definitely sense your frustration reading the 2nd post.

So I'm gonna call them sometime today & find out what's up & post back to you. I tried to call them right now but it's 5:15am in NC & I need to wait until at least 8am for the main CSR lines to open. I'll find out in 3 minutes what their process is. And what date did you start service. Approximately. I wish I could do the entire thing but I'd need either a first/last name, address or ph #. If your name is unique enough it could be searched that way. Or a ph#. If you don't to I undcerstand totally I just want to start/finish. I'd give ya my email address but it says don't do that. If you want to send a name or a number to celsius 7 at hot mail dotcom you can. I had to write it out like that so their report they run doesn't catch & delete it. And if not I'll post back with the resolution. and if they can't resolve it for you then I'd leave to another provider as well. Or at least ask for promos to make up for the $200 over a year. Thanks again sorry the ball's been dropped so many times it's practically dead. I'll keep ya updated.    Brad

Thank you for the longest explanation of why Time Warner Cable is a rip off with this scam of signing up And/or switching from another provider   We never received a code, number, card, Email, call, or anything that gave us "the code" to redeem our reward card. I have waisted hours in he phone with TWC beig transferred back and forth and too to first wait for the care in the mail and then "NO" you must sign in first to get the code.....the story changed EVERY TIME I call.  

I was finally told that on 5/3/13 my reward card was processed. THEN I call this week to see where the card is after 6 weeks and I wwas told by another Time Warner Cable Rep that it was NOT Processed as I was told.  Different story EVERY TIME.  will will be switching back to a more trustworthy company. Should never have  switched. Time Warner Cable is not What they say. 

I saw your post about not receiving the $200 Visa card for switching services to Time Warner Cable. Hopefully I can help as I do work for them in a call center out here in California. Although you live elsewhere the policy should be universal. A few questions for you & sorry if I'm asking anything you've already been thru numerous times.

Actually instead of asking I'll just state the criteria & requirements. To get a $200 card you must switch all 3 services cable/internet/phone from another provider. So if only 1 or 2 services are switched it would be less. Switch must be done within 90 days of new TWC service. Once installed, you should have received a redemption code either thru email or mail. There is a website that you must sign up on within 30 days of installation entering your info, the redemption code & uploading/mailing a copy of your previous providers final statement to you. If your online registration was never completed then everything else after that is useless. I'll explain more about that in a minute. We'll continue as if you did register.

You must have the services for at least 90 days in good standing with no late fees. So the first 3 bills have to be paid on time, and out here subscribers must pay 1st month upon installation anyways so 1 payment is already handled. Most of the time they check at 90 days to see if your current or delinquent to qualify/disqualify you. After the 90 day good standing period, the gift card should arrive about 6-8 weeks later. So, if you were installed 1/1/2013 then the 90 day good standing period would be 4/1/2013 & 8 weeks max for the card to get to you would be 6/1/2013. 

Now.. most examples I encounter are subscribers never getting their redemption code so they were never able to sign up or they were unaware they even had to. Company policy is that we tell you the terms.conditions before you hang up so there's no confusion. I tell them, give them the website they'll eventually register on & notate their account that they know. Unfortunately I can't speak for any other agent but myself. Many agents do not. And many subscribers are told but become disqualified because of late payments. All I know from you is that you did switch, which is most important. That is a must. So match up everything I stated with your time frames & see if/where something is off.

Because of how screwed up & complicated things got in California, we have one simple process now as of about March for resolution, or at least a clear answer. There used to be different emails & phone #'s that were given for people to follow up but they seemed unhelpful & just sending the subscriber in a circle upsetting them more. We do something called an Issuetrak in regards to the gift card. An Issuetrak is something we use to address many different issues (missing payments/equipment disputes/damage claims/etc.) I fill out the Issuetrak & when completed it gives a ticket # & is linked to your account. Gift card response is 72hrs or 3 business days. And the customer service agent just fills in the drop down menus depending on the situation.So if you were installed in January but never got your redemption code, you obviously never registered. So the agent would just add the appropriate drop box option. Qualified - Yes.. Never received redemption code - That's really it.

If that's all it was or any other reason then we're signing you up on our side & approving the card. Now if you were installed 4.1.2013 it's still 90 day good standing + 8 weeks.. 9.1.2013 - so if they approve your card today still count the full time frame, but nothing else except to wait for it. Again I don't know how the process works in your state, but I would call customer service & ask if they have a new standardized process for gift card escalations. And ask if they have something called Issuetrak. Only because other states may have different names/programs/formats. I can only see accounts in Southern California. If the agent you ask seems unsure ask for a supervisor. This policy has been in effect with us since March & some people still don't know. And the procedure was emailed to us numeruos times & discussed in a team meeting. They either don't pay attention or don't care. Which is sad. But is bound to happen with a company with so many employees. And the turnover rate is very high. New training classes of 25 or so people every 8 weeks just in my call center alone. We have about 275 agents total.

For every 1 subscriber who does not get their gift card, there's 10 that do. We have over 2 million subscribers in our area alone & statistically only about 8-10% of people call in numerous times for any issue that comes up. Mostly ongoing service or billing issues. The rest of the subscribers are fine. I have Charter cable where I live, which is the Time Warner equivalent. Had em for 10 years with very few issues. Other people I know hate em & have had nothing but problems since day 1. And these people live in my apartment complex! Cable is an odd beast. Sorry to drift off subject. Just trying to say there are small flaws but it really lies at the agent who takes the call. I'll be there 2 years this August & I know more than people who've been there for 5/10/15 years. It's all in the attitude & willingness to want to help & know HOW to help. 

Needless to say it's not hard finishing top 10% each month. Many times the customer is in error somewhere for whatever the issue is, but I see so many agent errors/neglect that I can't help but side with the subscriber. "Yes Sir that previous agent was incorrect & a total idiot". Oh, and always ask for their agent ID #.. not just a name. And we don't give out our last names. And always take the random customer satisfaction survey that may come 5-10 minutes after you hang up. To reward the good & expose the bad. We need that to weed thru the garbage. Eventually they'll be gone but the sooner they are the less calls I have to play clean up on. 

Other than that good luck & I hope this novel serves you well with getting your gift card. Or ask a supervisor to give you some promotions for a year that may add up to a nice savings. Maybe DVR service for a year. Out here that's 12.99 x 12. Maybe a free premium channel for a year & a $50 credit towards your acct. All that I just mentioned id well over $200. Anyways, good luck & we do appreciate your business. Let me know how it goes. Interested in seeing how the other regions operate.

- Brad . . Alta Loma, California