Worst customer service experience – Time Warner Cable

I usually don’t blog about anything else but travel but this time I want to go off topic and talk about time warner customer service. It took us 1 hours to simply answer one question, we got redirected 7-8 times in the end I got useless answer :(

Here is chat log, look to the time

User Sako has entered room

Analyst  has entered room

Analyst Jessy has entered room

Analyst  has left room

Jessy(Fri Jan 27 01:58:20 PST 2012)>Hello! Thank you for choosing Road Runner Internet Technical Chat Support. My name is Jessy, I will help you!

Sako(Thu Jan 26 22:58:52 PST 2012)>hi

Jessy(Fri Jan 27 01:58:37 PST 2012)>Hello! Sako.

Sako(Thu Jan 26 22:59:19 PST 2012)>is there way to view what is my current plan for internet

Sako(Thu Jan 26 22:59:21 PST 2012)>?

Jessy(Fri Jan 27 01:59:15 PST 2012)>Yes, I will help you with that.

Jessy(Fri Jan 27 01:59:45 PST 2012)>In order to pull your account, can I have your account number?

Sako(Thu Jan 26 23:00:23 PST 2012)>on
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Jessy(Fri Jan 27 02:00:37 PST 2012)>Thank you.

Jessy(Fri Jan 27 02:01:21 PST 2012)>As per the plan you have opted for, download speed is : 10,240 Kbps and upload speed is : 1,024 Kbps

Sako(Thu Jan 26 23:02:02 PST 2012)>so it is 10mbps plan?

Jessy(Fri Jan 27 02:01:52 PST 2012)>Yes.

Sako(Thu Jan 26 23:02:34 PST 2012)>in that case why does my monthy charge go up for 3 dollor next payment?

Sako(Thu Jan 26 23:02:53 PST 2012)>this payment it was 50 next is 53

Jessy(Fri Jan 27 02:02:54 PST 2012)>Sako, as we handle Internet and e-mail Technical issues, we have limited Information regarding cost of the price.

Jessy(Fri Jan 27 02:03:07 PST 2012)>I will transfer this chat to billing department so that they will assist you better.

Sako(Thu Jan 26 23:03:39 PST 2012)>ook thanks

Jessy(Fri Jan 27 02:03:27 PST 2012)>You are welcome.

Analyst  has entered room

Jessy(Fri Jan 27 02:04:07 PST 2012)>Please wait, while the problem is escalated to another analyst
Analyst Lorretta has entered room

Analyst  has left room

Lorretta(Fri Jan 27 02:04:14 PST 2012)>Thank you for contacting Time Warner Cable. At the end of our chat you will be given the option of taking a brief survey. My name is Lorretta. Please give me a moment while I access your account.

Analyst Jessy has left room

Lorretta(Fri Jan 27 02:04:46 PST 2012)>Thank you for waiting.

Lorretta(Fri Jan 27 02:04:47 PST 2012)>Hello, How are you today?

Sako(Thu Jan 26 23:05:18 PST 2012)>thank you fine how are you?

Lorretta(Fri Jan 27 02:05:30 PST 2012)>Fine, Thanks for asking.

Lorretta(Fri Jan 27 02:05:40 PST 2012)>It’ll be my pleasure to direct you to the right department in order to get this done for you.

Lorretta(Fri Jan 27 02:07:29 PST 2012)>Before we go, I just want to let you know that we have improved our Support page at www.timewarnercable.com. It has more information and can answer many of the questions you have. I am sure you will find it to be very helpful .

It has been my pleasure assisting you today.

Lorretta(Fri Jan 27 02:07:30 PST 2012)>Again, my name is Lorretta. Thank you for chatting with Time Warner Cable. We value you as a customer and are here to assist you 24 hours a day, 7 days a week. If you would like to take a brief survey, please click on “End Session” and the survey will load.

Lorretta(Fri Jan 27 02:07:32 PST 2012)>Please wait, while the problem is escalated to another analyst
Analyst Lorretta has left room

Analyst  has entered room

Analyst Grace has entered room

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Grace(Fri Jan 27 02:09:00 PST 2012)>Thank you for contacting Time Warner Cable. At the end of our chat you will be given the option of taking a brief survey. My name is Grace.R. Please give me a moment while I access your account.

Grace(Fri Jan 27 02:10:12 PST 2012)>I am sorry you have been transferred to the wrong department.

Sako(Thu Jan 26 23:10:41 PST 2012)>hi

Grace(Fri Jan 27 02:10:40 PST 2012)>Please be online while I transfer you to the concerned department.

Sako(Thu Jan 26 23:11:20 PST 2012)>lol

Sako(Thu Jan 26 23:11:27 PST 2012)>this is my 7 transfer

Grace(Fri Jan 27 02:11:35 PST 2012)>Please wait, while the problem is escalated to another analyst
Analyst Grace has left room

Analyst Megan has entered room

Megan(Fri Jan 27 02:24:55 PST 2012)>Thank you for contacting Time Warner Cable. At the end of our chat you will be given the option of taking a brief survey. My name is Megan. Please give me a moment while I access your account.

Sako(Thu Jan 26 23:25:24 PST 2012)>is there way to talk with manager?

Megan(Fri Jan 27 02:25:22 PST 2012)>Hello Sako, I can help you.

Sako(Thu Jan 26 23:25:55 PST 2012)>I was already redirected 8 times

Sako(Thu Jan 26 23:26:05 PST 2012)>I want to talk with manager

Megan(Fri Jan 27 02:25:58 PST 2012)>I really apologize for that.

Sako(Thu Jan 26 23:26:36 PST 2012)>please conect to manager

Sako(Thu Jan 26 23:26:43 PST 2012)>connect to manager

Megan(Fri Jan 27 02:26:29 PST 2012)>Okay.

Megan(Fri Jan 27 02:27:20 PST 2012)>Please be online while I transfer this chat.

Sako(Thu Jan 26 23:28:00 PST 2012)>thanks

Megan(Fri Jan 27 02:28:00 PST 2012)>You are welcome.

Megan(Fri Jan 27 02:28:26 PST 2012)>Please wait for 2 minutes.

Sako(Thu Jan 26 23:28:52 PST 2012)>ok

Megan(Fri Jan 27 02:28:41 PST 2012)>Thank you.

Megan(Fri Jan 27 02:34:26 PST 2012)>Please wait, while the problem is escalated to another analyst
Analyst  has entered room

Analyst Eliseo has entered room

Analyst  has left room

Eliseo(Fri Jan 27 02:34:39 PST 2012)>Thank You for contacting Time Warner Cable Signature Home. My name is Eli, your Personal Solutions Advisor. How may I help you?

Analyst Megan has left room

Sako(Thu Jan 26 23:36:08 PST 2012)>what is happening?

Eliseo(Fri Jan 27 02:36:52 PST 2012)>Let me take a moment to read the previous chats.

Sako(Thu Jan 26 23:37:35 PST 2012)>thanks

Sako(Thu Jan 26 23:40:17 PST 2012)>I was redirected already 8 times, from one analyst to other one, and looks like no one want to answer, after last redirect I was waiting like 15 minutes for Megan. I don’t want be redirected anywhere else

Eliseo(Fri Jan 27 02:40:16 PST 2012)>Not at all.

Sako(Thu Jan 26 23:41:41 PST 2012)>Can you answer me what is happening with my bill, why doesn’t it change from month to month?

Sako(Thu Jan 26 23:42:01 PST 2012)>does it :)

Sako(Thu Jan 26 23:42:17 PST 2012)>sorry misspoke

Eliseo(Fri Jan 27 02:42:18 PST 2012)>I see you were paying $50.99 before and as of 1/04 it will be at $52.99.

Sako(Thu Jan 26 23:42:58 PST 2012)>why?

Sako(Thu Jan 26 23:43:05 PST 2012)>and before that it was 48

Eliseo(Fri Jan 27 02:43:19 PST 2012)>This is due to the yearly increase.

Sako(Thu Jan 26 23:44:17 PST 2012)>so every year my bill is going to increase for $3?

Eliseo(Fri Jan 27 02:45:20 PST 2012)>Between $2 to $3.

Sako(Thu Jan 26 23:46:27 PST 2012)>hmm, is it part of the contract?

Eliseo(Fri Jan 27 02:46:54 PST 2012)>There is no contract with your account. Your services are on a month to month basis.

Sako(Thu Jan 26 23:47:42 PST 2012)>I see

Sako(Thu Jan 26 23:47:49 PST 2012)>ok thanks

Eliseo(Fri Jan 27 02:47:44 PST 2012)>Is there anything else I can help you with?

Sako(Thu Jan 26 23:48:12 PST 2012)>no thanks

Eliseo(Fri Jan 27 02:48:02 PST 2012)>Thank You for contacting TWC Chat Support, have a great night.

Oh my God this was bad :(

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