Ever had one of those customer service calls that makes you feel like you’ve been going in circles for hours? You were. And if you’re a customer of Time Warner Cable, they’ve probably serviced you a dozen different ways already (with no Vaseline).
The New York Times reported yesterday that the city is trying to alleviate the the pain all TWC customers feel at one time or another, like when you’re given that infamous four-hour window:
But now, customers may finally get a small measure of justice for what many complain is unfair and just plain rude treatment at the hands of the cable-company giants.Under the terms of a new contract negotiated with City Hall, Time Warner Cable and Cablevision will have to pay for failing to honor appointments. And they will have to do a lot more to make sure that subscribers are getting good service.
The contract would make cable customers eligible for a credit equal to a full month’s bill if a technician does not arrive on time….
Customers can request notification by e-mail, phone or text message when a technician is heading to their home. And in most cases, after making a choice from an automated menu, a customer should have to wait no more than 30 seconds to speak to a representative.
Until then we have to suffer the old fashioned way, on the phone and online. With the reliably shitty service the company provides and the torturous hoop-jumping required to deal with it, I have to wonder why they’d offer to send you transcripts of the online chats you can have with their associates.
After the jump, a real TWC live chat technical support session between a customer at the end of his rope and a service rep at the end of her shift — with emphasis and commentary added. By me. With a hefty dose of enraged empathy.