Tag: customer service

Time Warner Cable and Burglars

Published / by Molly Whitehouse

It was late February 2008. I was living in a 2 bedroom condo near Walnut Hill and Webb Chapel in Dallas. I didn’t have a lot to do that day, but I went to visit a couple of near by customers. Even though the neighborhood was not known for being pristine and crime free, I had not had any significant trouble since residing there in 2006. I locked my door, but not the patio gate, as was my normal procedure when leaving. I had finished with my first customer, and contemplated going home for lunch, then returning to the other customer. But I decided I would just rather get it all done, and then when I got home, I would be done. When I did arrive home, about 1:45pm, I noticed the door was messed up some. I instantly thought that workers doing some work around the condos might have been working on it. Then, when I got inside, and noticed some computer parts in the living room that had been upstairs, I wondered why someone I had given a key to my condo had come by and moved my stuff? After realizing that something bad had happened, and not knowing if they were still in the place, I dashed outside and to the town home office. There I was informed that one of the employees had chased three teens from my condo. He wasn’t successful in catching them, and it probably was a good thing he didn’t. They took some stuff, including a handgun (I didn’t have a safe then) and my cable box. The cable box is what this story really is about.

Obviously I couldn’t watch TV. So after the emotions of being burglarized eased, I was able to go about the insurance, police reports and everything else to get my life back in order. New steel door, dead bolt locks, safe, burglar alarm, etc. Then, I went to Time Warner Cable (TWC) near my office. I had called by phone to inform them of the burglary and stolen cable box. I also asked for a value so I could claim it on the insurance. No one could tell me a value. Even with a supervisor, face-to-face in the office, I could get no answer on what the amount was. No one at TWC would provide me with an invoice. They did give me a new box, though, and I gave them the police report.

I filed my insurance claim, listing the cable box, but no dollar value. I got a check less deductible for all my stuff (except the cable box.) Texas Fair Plan was exactly that! FAIR! Thank you, Russ Davis.

One service issue I was having with TWC was concerning High Definition. Seems I was paying extra for HD, but EVERY night, I would lose the HD signal. Some times it was for a few seconds, most of the time it was for a couple of minutes. They made two or three trips to test the lines from their system to my box. Every time, they could not find a cause. Once they reburied the cable to my condo. So fast-forward to Oct 2009. We bought a house in Allen. Since I knew I would be leaving TWC, I decided to stop paying for service. And of course I got the phone calls from collections. Even months before making the decision to stop paying, I had been trying to get TWC customer service to do something about the outage. It got to be a game: call in, first person couldn’t help, would check with a supervisor, supervisor not available but would call back. I documented 49 times (YES, FORTY NINE TIMES) that I was promised a supervisor would call me back. A couple of times, I did get to speak to a supervisor after being passed from the customer service representative. But they would always say they would investigate further and call me back. And those failures to call back are included in the 49.

I did say ‘fast-forward’ right? Okay, now we are moving from the condo, and I have disconnected my TWC. I go to take back my equipment, and the guy says: “Where’s the other box?” I had actually forgotten about the stolen box. But when I realized what he was talking about, I remembered what the supervisor at the TWC center in Irving, near my office, had said when I pressed her for an invoice: “Don’t worry about it.” At this point, I am VERY upset. Weeks later the collections calls and other things started happening, and I decided it would be me against them, and I wasn’t going to give in! And I didn’t. I told multiple callers from TWC that they could have a supervisor call me, and one never did. I did finally get a bill for a couple of months of over due service AND $325 for a cable box. I just laughed.

Then one day, I was checking my credit, and there was a “bad debt” from TWC. So, I finally decided to see if I could slay this dragon. I sent the invoice of $325 to Texas Fair Plan. This was in March 2011. They paid it! Then I went to the TWC center near my office again. I wanted to pay what I rightfully owed, the cable box cost. I got to speak to a gentleman, Antwon Whiteman, Retail Supervisor. You won’t believe what he did. He LISTENED to my issues, he APOLOGIZED for the trouble, and he TOOK CARE OF IT! I told him that he was fighting an uphill battle and that I hoped he was rewarded adequately for his service at a place that seems to have forgotten what customer service really is. He wrote me a letter that I can post to any lingering credit bureau blots.

Needless to say, I had less trouble with the burglars than I did with TWC. But in the future, if you have issues with TWC, try to talk to Antwon Whiteman.