sanramiro says: (3 years ago)

 0

I Live in a New Building in Brooklyn, NY. Having no choice but TWC in this area of Brooklyn, I signed up for internet access ONLY. One week ago the service went down. I have spoken to People in India, Philipines, Toronto and Costa Rica who haven't been able to help with the problem.
Mind you, every time I speak to a new person, regardless of time or country, they make me go through all the same drills from turning on and of my modem, resetting it, turning power off completely, etc, not even talking about the smart questions of "are you sure your computer is on?" or do you know what a modem is?" any way. In the end the result has been the same, WE CAN'T HELP YOU. Thee second call last week, I think it was "Ashli" said that my modem was broken and that I had to replace it. I did first thing in the morning. Nothing. Called again and after another hour and change (and the drills and the phone trip through the world) someone in Costa Rica said that the job was for a technician to come to my apartment, fine I said, then he followed by saying that the next appointment no earlier than 2 weeks from then. I had no choice, I booked it and called the next day to see if there would be a cancellation or a miracle that would put a tecnician in my doorstep earlier than 2 weeks. There was a semi-miracle that put one just 4 days away. Great. in the 12-4 pm slot.
I waited until 3:45 pm and got ready to leave in the Tech's failure to show up, but, hey, he's here 10 minutes  to 4pm all right, still within the 12-4 slot. He diligently checked the modem asked me all the questions that by heart I already know, which I said to him, let me save you some time... and went ahead and repeated all the support drills -with their answers... he said "How do you know all this!!!" completely oblivious of what I had been going through...
He checked the connections and said he was not able to fix it because my apartment didn't have a "plate" (again, this is a 4 yr old building) I put him in touch with the super who said the same thing and directed him to the back patio and showed him the cable panel.
He (the tech) came back and said he had to go and that another -more specialized- person would come to take care of this. Upon request hi didn't leave a copy of a report, he said he would write it that night.

3 days and 4 more calls later, I spoke to someone in Queens who didn't find any record of this technician's visit to my house!!!! and said it was now a Client Relations' issue (YOU BET YOUR ASCOTT IT IS!!!) and that someone will get back to me within 5 days of this call and at the same time she was kind enough to schedule another tech's visit 3 days from now.
PLEASE STOP TWC' MONOPOLY AND BAD CUSTOMER SERVICE LET THE BUSINESS TO SOMEONE ELSE WHO CAN HANDLE IT WITH EFFICIENCY AND DIGNITY.
OUTSORCING TECH AND CUSTOMER SUPPORT MIGHT BE COST EFFECTIVE BUT IT IS A WASTE OF OUR TIME AND MONEY.

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