Several weeks ago My wife and I were at a movie theater around town (for my local friends, the Marcus Majestic). And we were sitting in their new dinner style theater, complete with individual captains chairs, tables going across each row and an attentive wait staff which could be summoned with a dimly lit light at your table. The experience is truly one of a kind and was completely worth the added premium in ticket price (about $1 more, though I’m sure the food was also more expensive).
As we sat waiting for the previews to begin, chowing on popcorn, I noticed each seat had a pamphlet on ATTs new Uverse offering. I considered at the moment what a great idea that was. You have a captive audience that clearly values the multi-media experience, and since this is a full service dining experience, chances are folks were coming in before showtime and would have time to kill (as we did). During this time I had also become increasingly annoyed with time warner cable who over the past six months had raised our prices on three separate occasions, all due to promotions expiring. I’m ok with this when its within reason…but our cable/internet charges spiked 50%. Talk about a bait and switch. So already inclined to say good bye to TWC, we switched to uverse that week. I’m not quite a Uverse evangelist but so far, I’ll say it as been great, especially since its completely integrated with a multitude of online accessible features (the video quality is also perceptibly better).
OK…let me now get to the purpose of this rant…Why Time Warner Cable sucks.
1) When I called into to disconnect our service, TWC informed me that they could not cancel until they physically had the cable box in their posession. OK…I can understand that to a degree. So my wife accomodatingly drives there that day, at which point we expect a refund for any unused service, right? Wrong. 4-6 weeks.
2) 4 weeks go by…Instead of a check, we get another bill. It would seem “Mr. Kaneta, that when you returned your equipment, the store failed to issue a disconnect.” So not only did I not get a credit, I got another bill and had another month’s worth of fees charged to my credit card.
3) I call up TWC (the rep was actually very polite and helpful)…we work it out such that an agent will arrive at our house to do the disconnect in a week but I won’t be charged for anything beyond the day I returned equipment. Great…except they can’t send me my money until 4-6 weeks after disconnect. So all told I’m out 2 months of service fees that will take 10 weeks from the day I cancelled to show up in my mail box (if I’m lucky)
4) Sadly this is not the first time this has happened to me with TWC. How often does TWC fail to disconnect and charge their customers?!?!? Truly an unbelievably poor service experience… With as much as they spend on customer acquisition, you would think retention and user experience would rank among one of their priorities.
So with that being said, Time Warner now ranks among my five worst service providers on the planet. In no particular order because they all suck… 1) Time Warner Cable. 2) Sprint. 3) Stonegate Properties (my first apartment after college). 4) CARTUS Relocation Consultants. 5) The money-eating vending machine in my office.
Congrats Time Warner Cable… you’ve officially moved from mediocre to suckville.