Time Warner Cable
Complaint 137546 Details

I called Time Warner Customer Service on July 21, 2012 at this number: 1-877-772-2253 approximately around 10:15-10:30pm. Talked to the customer service rep based in Garfield Hts., Ohio. I explained to the rep that I currently have the bundled package of cable, dvr, internet, and phone. My issue is with my dvr remote. My dvr records the scheduled programs fine, but, couldn't playback the shows I wanted to watch. After waiting a few minutes for the rep to check up my account and check what the problem was, she informed me, and I quote, "go in the back of the dvr box and unplug it and send to the nearest TWC service center for our techs to look at it." I informed her that I don't know how to do that and that I would be uncomfortable as I didn't want to be liable in the event I could inadvertly damage the equipment. I also informed her where this service center that I'm to return the equipment to, she informed me where the "nearest" center is for me to drop it off. Imagine my consternation when I found out that the "nearest" drop-off center is over an hour's drive from my residence! I informed her that this option is unacceptable. She then gave me one other option and that is to put me on the schedule list for a cable person to come to my residence and check the dvr box. I asked what the earliest schedule would be open and she informed me that the next schedule appt. would be 6 days and between the hours of 12 noon to 7 pm. I became very annoyed at this gross lack of customer service indifference, and inconvenience. Again, I informed her that was also unacceptable as the hours scheduled posed a huge inconvenience on my time as I would have to give up 7 whole hours of my personal time waiting for the cable tech to come to my residence and let him in. Those were the only 2 options given to me. As I pressed for a better resolution, the rep abruptly cut me off and dismissed me by asking me that should she schedule the Thursday appt. or "cut" the service off after I repeatley told her several times that the schedule appt. is not an option. By then, I am fuming. I then proceeded to demand to speak to a Supervisor. I was informed that the Supervisor isn't available at the moment. I pressed again for the Supervisor. Again, was not able to talk to him/her. By now, I'm getting mad and I firmly demanded that that Supervisor get on the phone and speak to me directly. Finally, the Supervisor came on and repeated the exact same thing the rep. said to me. I then told the Supervisor that why isn't there any other options for me to get this resolved to my satisfaction. Nothing. Seeing that I'm not getting any satisfaction at all, I then asked him the name of the district manager of Time Warner in my area and he said, the name was John. I asked, "John who, please" He replied, "Just John. We don't give out the last name." Irked, I asked, "Why not?" He said, "It's for security reasons." Hearing that lame excuse I got so disgusted with this that I WILL cancel Time Warner cable and look at other options that involves the following: Wii, USB cable plug, Roku, streamlining, Netflix for far LESS $$$$ per month that TWC. For TWC, its time has come to be obsolete in today's rapidly expanding tv, internet, phone alternatives.