Time Warner Cable Bullies Trying To Get Even Bigger
I have just spent the last 45 minutes trying to get a Time Warner Cable customer service agent to remove cable television from the services that I pay for. I use the telephone, and I use the internet connection that we get from Time Warner, but I just don’t watch television. Nobody in my family does. So, I told the customer service representative that I wanted to remove cable TV.
Not so simple, it turns out. The Time Warner representative refused to cancel my TV service. She told me that she would get me a great deal including cable TV, internet, and phone all bundled together.
I told her again, I don’t want TV service. “I know that everyone watches TV,” she said. “My grandmother likes the news. You at least want to watch the news,” she said.
“No,” I told her. “I don’t watch TV. I don’t watch it ever. I get my news using an Internet connection. I don’t need cable TV service. I want telephone and internet. Please”
The Time Warner representative wouldn’t move on. “I want to get you the best deal,” she said, “so I’m going to see if I can get you even faster internet, with continued telephone service, plus TV, at a special introductory rate.”
“I don’t want any TV,” I said again. “I will never use it, and I don’t want to get an introductory rate that will increase over time to become even more expensive than the service I already get but don’t use. Can’t you just tell me what price I will be charged for internet and telephone alone?”
“I can’t do that,” she said. “All I can see are a bunch of computer codes, rather than prices for services. I want to get you the best deal, so I’m going to put together some bundled packages for you with TV, internet and telephone.”
It went on like this for 30 minutes. Eventually, I simply hung up the phone. I called back, trying to get a more reasonable service representative on the phone, but the next Time Warner representative told me that she couldn’t access my account, because the previous representative wouldn’t log off. The online chat representatives Time Warner offers likewise refused to help me put a stop to my cable TV service. It’s been an hour now that I’ve been trying to get my cable TV service discontinued, and I’m no closer than I was at the beginning.
I see that I’m not alone in my bad experience. Customer Service Scoreboard reports that “Time Warner Cable customer service is ranked #403 out of the 752 companies that have a CustomerServiceScoreboard.com rating with an overall score of 32.23 out of a possible 200”. A letter signed by 37 professors of law and business and sent to the Federal Communications Commission advised that “The American Customer Satisfaction Index ranked Comcast and Time Warner last in a list of forty-three industries – which makes them the worst of the worst companies in terms of customer satisfaction.”
That letter urged the FCC to block a proposed merger between Time Warner and Comcast. If a merger between Time Warner and Comcast goes through, we can expect the abuse from the combined company to get even worse.