OPEN LETTER TO Time Warner Cable-Houston

Date: 9/12/2006
To: TWC Customer Support
Cc:
From: Thirsty Bear

RE: REFERENCE WORK ORDER-99XXXX

To whom it may concern-

REFERENCE WORK ORDER-99XXXX

We would love to have your service. We have been unable to get a Technician (contractor for TWC) to install your Service because the work order was incorrect. Now after having to wait two weeks, we are told that we will have to wait until September 28th, 2006 to receive our cable installation. This is not acceptable.

To date we have no cable and this household is very dissatisfied with Time Warner Cable. We wanted to try your service and we have had a very disappointing experience to date.
You have confirmed why we have NOT been TWC customers for 8 years. DirecTV offers free installation next day and is eager for our business.

I do hope to hear from you soon.

Here's the timeline-

We signed up for your $14.99 promotion for six months (one DVR and free installation for up to 3 rooms) because we are a happy Roadrunner Customer and wanted to try your service. We are not Cable (or Satellite subscribers) customers and have not any services since 1998.

We were scheduled for installation on September 12th, 2006. But unfortunately, we still do not have cable.

September 12th- 10:42AM
Technician arrives and attempts to install one DVR and one line. The Contractor informs us that we are not authorized for more than one line according to the work order. His work order stated that he was to add a DVR to an existing line. Since the two additional rooms were coming from the outside...there would be a fee assessed for that service. I looked at the offer and nothing references an existing line needed. The offer stated 3 rooms installed for free and one DVR for 6 months. The technicians left and offered us no solution...saying he could not complete the installation.

September 12th- 11:11AM
I contact Time Warner and speak to Dennis in Billing after being transferred from the main number. I'm informed that the work order was entered incorrectly. Dennis is helpful. He contacted Dispatch to request the technicians return and install the cable according to the offer.

September 12th-12PM-
The Contractors return with a Supervisor to discuss the Work Order. The contractors asked us to CANCEL the current work order because the Supervisor said it would cost us to have the FREE installation installed. The Supervisor then contacted TWC to cancel the order. In agreement, my wife cancels the work order. My wife then informs the contractor that Dennis at TWC has reinstated the work order according to my call. The technicians shrug and don't know about Dennis' work order. Now why would they return if they hadn't been dispatched by Dennis or the Dispatch team? The technicians then leave.
STILL NO CABLE!!!

September 12th-1:40pm
I call TWC to find status of our FREE installation and eagerly anticipated TWC service. I speak with Lilly in TWC Customer Service. GIVE THIS GAL A PROMOTION! She stays on the line and corrects the CHAOS that was caused by the Contractors. After a lengthy call, Lilly explains that the Contractors will be out in an hour to install the cable in one room and that we will have to schedule the two additional rooms on September 28th, 2006. We schedule the installation for today, September 12th and schedule an installation for September 28th for the additional rooms. Lilly confirms that the 28th date will not override today's promised installation. It won't...so we look good.
GREAT!!! HOOYAH!

Lilly explains the order was cancelled and that when the contractors arrive to install advise them to install. The back office will have to enter the order despite the fact that it was cancelled. She also explains that if I do not hear from the Installers in 30 minutes...call TWC again and follow up. I'm sure it's taken care of. YEAH...cable is coming!!! I have confidence that the issue is resolved.

September 12th-2PM
While on the phone with Lilly, the contractor calls and asks why the WORK was not done in the morning. My wife explains that the contractor and Supervisor advised us to cancel the order but that I was on the phone with TWC and that a new crew was going to install the cable today.

So we wait.

September 12th-3:05PM
I call TWC as per instructions by Lilly because the Contractor has not returned. SURPRISE. STILL NO CABLE. I speak with Mohammed. Who informs me that the next date for installation is the September 28th and no installation will happen today. Not acceptable. Mohammed, poor guy, offers me one month free of cable service. FUNNY! I don't want one month free...I want cable installed as promised by your offer and I don't have your service to get one month free.
Mohammed gives me the name of his Supervisor and I leave a message with Damian Banks.

September 12th 5:07PM
No cable and this household is very dissatisfied with Time Warner Cable. We wanted to try your service and we have had a very disappointing experience to date.
You have confirmed why we have NOT been TWC customers for 8 years. DirecTV offers free installation next day and is eager for our business.

I do hope to hear from you soon.