Time-Warner Saga Update: So, as I mentioned the other day, I got a call from Time Warners system saying I needed to return my cable box within 24 hours. Because my account had been closed. Because of a bill I didnt pay, because I didnt owe them any money. Because I havent gotten service at this address since November. This was two weeks after Id called them and spoken to a supervisor who refused to credit me. And who said Id get a call from a supervisor. Who never called me. I couldnt make it to the store today, so I called in to make sure they knew Id return the box tomorrow. So they wouldnt bill me $500. Out of curiosity (hoping, silly me, that the account had been credited by the übersupervisor), I asked what the balance was on my account. I was told it was $105.04. Which means supervisor Katz had not even given me the partial credit she said she would. The rep asked if I wanted to speak with a supervisor. I said hey, why not. So I waited on hold for about 10 minutes, and was connected with Joseph in Customer Care. Once again, I explained the situation.This time, I included what happened with Ms. Katz, who had refused to credit me for the full amount I didnt owe. He was very polite and sympathetic, and said, I understand. Then he put me on hold as he reviewed my account history. When he came back on, he said he had credited me for the full amount, and he apologized for the situation. I was in shock. I gave him my critique of their service, and explained what I think needs to happen: retraining of level-1 reps, so they understand they arent empowered to place customers on Seasonal Hold; and a little talk with Ms. Katz, so that she understands she needs to do the right thing and credit charges that should never happened, rather than trying to squeeze another $70 out of someone when they dont owe it. I said I feel bad for the people at the lowest level who arent trained right about Seasonal Hold. But Ms. Katz? Not so much. She should have credited me without any discussion, just as he did. This whole thing should never have happened. It would have been easy to prevent or fix, if their people were properly trained, and made to understand they have to do the right thing. But… too late. Im gone for good. Turning in the box tomorrow. Joseph said he would be following up with all involved. Thank you, Joseph, and good luck. Youre going to need it.
Posted on: Tue, 18 Mar 2014 04:31:55 +0000
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