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Post by Skaggs on Feb 7, 2008 17:53:39 GMT -5
I called TWC tonight. Kathy was the CSR who tried to help me. I told her I could not receive analog channels 34, 58, and 68 with my CC. She was basically clueless.
She wanted me to pull my CC out & reinsert. I explained it was not an issue with "MY" cable card, it was an issue with how the programmers are provisioning the card. I think this went over her head, because there were a few seconds of silence. Before she could put me on hold so she could talk to a supervisor, I asked her for a list of all the SDV channels.
A few minutes later, she came back on the line and asked to set up a service call. I told her I wanted to elevate my call to a level 2 or 3. She insisted on setting up a service call, because that is "what she was told to do". She was also going to have a Supervisor call me back later tonight. She asked if I was available on Thursday February 14th (Valentines Day) from 4:30PM to 6:30PM for the service call. My wife wouldn't like it if I told her, "Sorry, we can't go out to dinner...I have to wait for the cable guy." Kathy got a chuckle out of that. We set up the appt for Feb 21st, because I know this should be able to be taken care of over the phone, hopefully tonight.
Kathy said she would also send me a list of SDV channels later tonight. We'll see if that ever happens.
I'll post the details of my conversation with the Supervisor later.
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Post by hurnik on Feb 7, 2008 18:48:33 GMT -5
I think I spoke to Kathy the first time (but I'm terrible with names) and they had me pull the CC and reinsert it, which, BTW, de-paired the card and my TivoHD wouldn't get ANY channels, so I had to restart it, which takes like 5 minutes.
My service appt. is SUPPOSEDLY tomorrow from 6:30 - 8:30 p.m.
I'm prepared to pregnant dog up a storm.
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Post by adam on Feb 7, 2008 18:53:02 GMT -5
I'm prepared to pregnant dog up a storm. you mean female dog?  |
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Post by Skaggs on Feb 8, 2008 6:33:48 GMT -5
She was also going to have a Supervisor call me back later tonight. Kathy said she would also send me a list of SDV channels later tonight. We'll see if that ever happens. I'll post the details of my conversation with the Supervisor later. No call & no email. Great customer service from Albany Time Warner Cable.  |
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Post by hurnik on Feb 8, 2008 18:13:19 GMT -5
I wonder if we should call Tom Landry and see if he can make any headway?
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Post by hurnik on Feb 8, 2008 18:46:37 GMT -5
Good news!
Well, assuming it's true.
Justin, the cable guy just left (nice guy, BTW).
Said they're aware of the problem (Oh, and it's also channels 20, 21, 520 or was it 550?)
Anyway, they're supposedly rolling out the "fix" Wed. night to ALL the cable cards.
Stay tuned!
I got the phone # of his boss that said this was happening Wed., also.
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Post by Skaggs on Feb 9, 2008 13:18:51 GMT -5
After not getting a call or email, I decided to call TWC again this afternoon. I spoke to Scott, who read the notes on my account. He said Kathy forwarded my concern about not receiving the analog channels to a supervisor. She also forwarded my request for a list of the SDV channels to TWC's legal department. There was a note on the account about a $25 credit, but Kathy never mentioned anything about that. Scott asked me if I would like to speak to the Supervisor and I said I would. He put me on hold for a few minutes and when he came back on the line, he sounded a little nervous and was stuttering. Scott told me that Kathy apparently tried to send me an email and it bounced back as undeliverable. I told Scott that I gave Kathy my nycap.rr.com email address, which is just my last name @ nycap.rr.com. Scott said he couldn't see what email Kathy entered that was bounced. Scott told me I would be contacted by the Legal Department via a phone call on Monday. I asked why the Legal Department needed to contact me about losing analog channels with my cable card. Scott's voice appeared even more nervous than before when he told me that he was told that he could not discuss what channels are not available with a cable card. I asked Scott if he was stating that analog channels are being switched and he replied that he could not discuss the matter with me. There was some silence on the line before Scott again told me that the Legal Department would discuss the switched channels with me on Monday.  I said thanks and hung up. |
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Post by hurnik on Feb 9, 2008 14:23:58 GMT -5
Make sure you record that phone call. It should be interesting.
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Post by adam on Feb 9, 2008 15:52:57 GMT -5
Remember when Time Warner had all of those ads about how great their customer service was a year or two ago? They said they were local and the dish wasn't and their customer service is sooo much better. They must have stopped running those once Directv won the JD Power award for best customer service and when they realized that no matter who you call, Directv or TWC, you are getting a national call center, aka not local.
My experience with TW is that their customer service is okay but I've had some bad experiences with them as well. Last year I was having a problem with my STB and a tech came to try to fix it, and after 2 hours gave up. He then stood there looking at me for a few seconds like I was supposed to give him a tip or something. I've also had a tech say a problem was fixed and leave and when I called 5 minutes later to say it wasn't fixed they refused to come back.
Overall their customer service would be about a 7/10 in my opinion.
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Post by hurnik on Feb 9, 2008 16:04:21 GMT -5
Oh, and TW is STILL telling people they don't have M cards as well. I think they're purposely lying to customers so that they can charge the extra $1.75/month.
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Post by shanedude on Feb 9, 2008 19:56:37 GMT -5
I usually get people in schenectady answering when I have called warner cable. Although once I got a guy who mentioned he works from home in saratoga area. I wonder how they receive my call at home? On their home#? Had no trouble with him, in fact he got a guy name steven out to my house very quick (hour) when nimo cut my line when out cutting trees.
Where are the calls taken by fios people?
Verizon used to be in Rochester when I called for cell phone account issues. I went to Nextel now and they are pretty good when you can reach them.....
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Post by as12798 on Feb 9, 2008 23:48:27 GMT -5
I usually get people in schenectady answering when I have called warner cable. Although once I got a guy who mentioned he works from home in saratoga area. I wonder how they receive my call at home? On their home#? Had no trouble with him, in fact he got a guy name steven out to my house very quick (hour) when nimo cut my line when out cutting trees. Where are the calls taken by fios people? Verizon used to be in Rochester when I called for cell phone account issues. I went to Nextel now and they are pretty good when you can reach them..... It's not uncommon for phone center employees to work from home in other businesses. I know for a fact, for example, that all Jet Blue booking agents work from home. When you call Time Warner, Time Warner has a system that see the employee is available, and routes the call to the employees house. There really is not need for employees at the location, everything they say is computerized, and if they need to check with a Supervisor, they put you on hold, and have a direct number with a Supervisor to ask them. |
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Post by hurnik on Feb 12, 2008 18:14:28 GMT -5
After not getting a call or email, I decided to call TWC again this afternoon. I spoke to Scott, who read the notes on my account. He said Kathy forwarded my concern about not receiving the analog channels to a supervisor. She also forwarded my request for a list of the SDV channels to TWC's legal department. There was a note on the account about a $25 credit, but Kathy never mentioned anything about that. Scott asked me if I would like to speak to the Supervisor and I said I would. He put me on hold for a few minutes and when he came back on the line, he sounded a little nervous and was stuttering. Scott told me that Kathy apparently tried to send me an email and it bounced back as undeliverable. I told Scott that I gave Kathy my nycap.rr.com email address, which is just my last name @ nycap.rr.com. Scott said he couldn't see what email Kathy entered that was bounced. Scott told me I would be contacted by the Legal Department via a phone call on Monday. I asked why the Legal Department needed to contact me about losing analog channels with my cable card. Scott's voice appeared even more nervous than before when he told me that he was told that he could not discuss what channels are not available with a cable card. I asked Scott if he was stating that analog channels are being switched and he replied that he could not discuss the matter with me. There was some silence on the line before Scott again told me that the Legal Department would discuss the switched channels with me on Monday. I said thanks and hung up. Let me guess: No call from legal dept. on Monday? |
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Post by Skaggs on Feb 12, 2008 20:16:23 GMT -5
Let me guess: No call from legal dept. on Monday? No call Monday or Tuesday. Quality customer service!  |
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Post by Skaggs on Feb 13, 2008 14:55:57 GMT -5
No one from TWC returned my calls, so I called them again this afternoon. Spoke to A CSR named Robin. She put me on hold a few times before transferring me to a Supervisor. Cindy was the name of the Supervisor. She confirmed that I should be able to receive channel 34 with a cable card. She attempted to "hit" my cable cards again and she claimed they are working properly. She put me on hold while while calling the "head end". She claimed they didn't know what analog & digital provisioning were. She set up a service call for Friday at 2:30PM-4:30PM.  I asked for the list of channels I cannot receive with a CC. She said it is on their website...so I asked where and she couldn't find it. She said she would contact the marketing group and call me back. I asked how I could get a hold of her and she gave me her extension#. Maybe the wednesday night "fix" hurnik posted about will cure the analog problems with my CC. |
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