Why does Time Warner get to charge for service as if it were 24-7, when in reality I experience outages 30 percent of the time? I am essentially paying money to someone who literally is providing the service they were contracted to perform. At the very least, I should be able to deduct from my bill a dollar per minute rate times the number of minutes that my service was offline. It’s not my fault they are the only provider in my region, if I had the choice I would go back to Verizon in a heartbeat…TWC will never change.
I’m so frustrated, I could …well, I could … well, I don’t want to be arrested, so I’ll stop there. I’m a new customer to Time Warner, having signed up for service after moving to Poughkeepsie, NY from Beacon, NY (where I had Optimum …oh, how I miss you!). The first sign of trouble was that the woman from the national order entry hotline (which nation, I don’t know … but she claims to be an Alex), entered my name incorrectly. After several calls back and forth, they appeared to have my order woes straightened out. After much to do, the contract technician showed up on my doorstep at one minute before the appointment window was set to expire. Ok, great … so we got the cable, internet and phone installed. Now, day two into the service, I am unable to access the on demand services that I’ve paid for, the TWC TV for computer is in perpetual “holding for service” mode, and they don’t show my account as having digital phone. I would rather have needles stuck in my eye than to have to endure this another minute. How did I not know they were such crap?
So now most of us have gotten notice of the latest “price increase” to take effect December. I am so tired of TWC’s constant efforts to raise the average invoice amount among it’s existing customers. I suppose they have to pay for those “New Subscribers Only” specials with all three bundled services and a free DVR for $89.95 per month not to mention a $200 gift card, but it’s pretty obvious they are looking to their existing client base to subsidize those new customer acquisitions. TWC needs to take a lesson from NetFlix – you are pushing your existing clients closer and closer to the line. Think you’ve seen high churn in the past?