Time Warner Cable

This past Friday, I arrived home at 7:30am to find that not only did I not have cable tv, I didn't have Internet nor DIGITAL PHONE. So, I call TW Cable and advise them of this. Since the phone being out is a priority, they were going to get someone out right away as opposed to the next day or Sunday. I asked if they could call me on my cell phone so I would know they were on the way and I would get up from napping to meet them. I received a phone call 1 hour later and when I looked at my Phone Modem, it was back online. TV was back and Internet was back. Okay, done deal???? NOT!!!

On Monday at 2:30 pm, everything went out again. I called and learned that there was an outage and it would be back on in 2 hours. Note that the AUTOMATED recording kept saying 90 minutes. We went to eat and when we returned home, it was back on. That was at 7:30 pm.

On Wednesday, it went out again. Same time. I called about 5-7 times and no one could tell me anything and were going to handle it as an isolated case. Well, my neighbor calls and not only is hers out, but my other neighbor as well. I call and get this very nice young lady and she was very helpful. I learned that the fiber optic cable had been cut on FRIDAY, MONDAY AND WEDNESDAY. Due to all the problems and phone calls I had to make from my cell phone, TW Cable has issued me a months free service.

NOW, you say, John, what is your point here? Well, here is my point and it relates back to an earlier post about relying on computers and technology.

Here is a large company with many thousands of customers. I understand that things are going to happen and lines are going to get cut. Working for Pike Electric, I know this all to well as I have cut phone and cable lines myself due to them not being located correctly. Nonetheless, You call and they are not showing an outage by looking at the computer BUT, the automated COMPUTER voice tells you that there IS an outage. Who's right and who's wrong here. Well, I did learn that the human was wrong. You have to be persistant and make your demands clear. Tell them how you feel without being rude and yelling. That will get you further than anything else in this world. Going on, you have this big company and no one can tell you what is going on and while some are customer service oriented, others just want to get you off the phone. While Idon't like asking for a supervisor everytime I call somewhere with a complaint, if I don't get the answer or response that I feel that I deserve, I ask for a supervisor. Lastly, don't tell me that the supervisor is going to tell me the same thing or can't do anything for me. LET ME FIND THIS OUT BY LETTING ME TALK TO THE SUPERVISOR.