WTF! My Time Warner Cable experience was a 10 out of 10
Believe me, I'm just as disappointed as anyone who loves a good "bad customer service" story would be, but I just had a great experience with TWC in Brooklyn. Here's why:
- Phone support last Thursday was fast and polite. Level 3 support didn't talk down to me, and they confirmed my complaints about slow Internet access, told me to trade in my 5+ year old modem.
- Trade-in was without a hitch.
- Phone support on Sunday (when new modem didn't fix problem) was equally fast. Earliest scheduled date for a technician to come check it out in person was Wednesday, which is my only complaint--I needed Internet access IMMEDIATELY, not in 3 days.
- They bumped it up to Tuesday morning between 8-10am.
- On Tuesday morning, technician showed up at about 8:55am.
- She carefully examined the modem, the cable, the master box in the apartment stairwell, and then the connection above my door, and discovered the problem and fixed it. Total time: about 45 minutes.
- While doing all this, she answered any questions I had and explained things to me (I was curious).
This doesn't absolve TWC from all of the terrible customer service things it does to other customers, but I have to say, I was pretty impressed. It's how customer service should work, and so I felt compelled to mention it in semi-public, since usually I only write about TWC's screw-ups.
(And my name is nowhere on the account, so I don't think there was any way they could trace it back to me and give me special treatment as a PR scheme.)
(Photo: Dan4th)
