Complaint Review: Time Warner Cable - Charlotte North Carolina

I have for the last four months been in correspondence with various customer service representatives and floor supervisors for this company due to the fact that my digital cable locks up and freezes then can be out for anywhere from a few minutes to the majority of the day and the tv's that are not hooked up for digital get reception but are snowy. I had several technicians come out to my house to diagnose the problem and attempt to fix this. The problem was that each one of them gave me a different story. It went from the line to your house is bad, to the whole neighborhood is getting a weak signal, to your house is not wired properly, then it was the problem was at the tap, to there is NO problem at all. I finally had one of Time Warners "best" technicians come out to my house on 3/17/07 and spend three hours diagnosing everything in my house. Lo and behold the problem was that the taps on my side of the street and the opposite side are both bad and need to be replaced, which would involve replacing them and digging up the street in order to do so HENCE LOTS OF MONEY. Well I informed Time Warner of this COUNTLESS times. Then it was that this needed to go to the maintenance department who was "monitoring" my neighborhood to see if it was just my tap or the entire neighborhood.

Then two guys come out to lay a new line. Why did they do this every time I call I specifically tell TW that the problem is at the TAP.

Well after about two weeks of continous outages I continue to call and finally I was informed aproximately three days ago the maintenance department would not come out until a technician comes back out "for the 10th time" and diagnoses that it is in fact at the tap. FINE come back out well that was scheduled for Wednesday of this week. So my wife gets to stay home during the day with our child so I informed her to keep an eye out for the technician doing the job. She was home for all but 20 minutes of which I have accounted for by talking to neighbors and NO technician showed up. I called around 8 that night and the supervisor informed me that the guy did come and checked out the only tap to my neighborhood and it is just fine. The problem with this was that A) no technician showed up, and B) there are taps for time warner up and down the street from me on both sides. When I then asked what the heck are the boxes coming out of the ground in my neighborhood that say TIME WARNER CABLE on them the supervisors could not respond. Ultimately I have to let ANOTHER technician come into the house to again check everything to eventually tell me that the tap is in fact the problem.

Ultimately Time Warner has acknowledged the problem as I have flat out told them I have NO INTENTIONS of paying any bill until this problem is fixed and they have credited me for the last month of $150.00. Which is why I say I am not being ripped off per se but I have had the WORST customer service I have ever dealt with. Maybe they will realize that one day they are going to spend more money replacing things that dont need to be replaced and not getting money for cable that they are providing but is not being received by me. I have even stated I would LOVE to pay for my service if I was receiving the service that everyone else is paying for but all I get is a BLACK screen with the program title "hey at least I KNOW what I AM MISSING"

I have filed complaints on their website with no response, I have called and nothing ever gets done, MAYBE just MAYBE this will finaly solve my problems

Sean

charlotte, North Carolina
U.S.A.