As a broadcast professional, I regularly upload large files to a couple different cable networks. Recently, I decided to take the plunge into Time Warner’s latest offering – ULTIMATE. What appeared to be a relatively seamless, no strings attached upgrade has instead turned into one of the worst customer experiences I’ve ever encountered. And I’m in technology – I know about suspect service.
Here’s my story:
In mid-February, I upgraded my high-speed service with Time Warner. ULTIMATE was available, with a screaming 50Mbps/down and 5Mbps/up, and I could make the change for a relatively modest ten extra bucks a month. I went into my TW account. I chose the upgrade. I confirmed the upgrade. Tadaaa, that should have been that, right?
Wrong. Upon completion of the order, I received two emails. The first confirmed the upgrade. The second was a request for me to contact Time Warner customer support – something was amiss with my upgrade, and I needed to speak with an account representative immediately.
Fine. I called customer support. I spoke with a rep. I spoke with another rep. Upon further review of my order, they were able to confirm that the order wasn’t actually placed. No problem, they were happy to assist and shore up whatever needed fixing with the transaction.
“Thank you, Mr. Culver, is there anything else I can do to assist you today?”
Nope, I was good to go. Though the upgrade wasn’t as effortless as originally expected – the call with support lasted roughly thirty minutes, and time is money – I was excited to take my newfound digital service for a test drive.
It stalled. It sputtered. It crept along at slower speeds than my pre-upgrade service. WTF?
Alas, another call with Time Warner’s tech support was in order. Disappointed with the resolution of the previous discussion, I decided to try out their chat line. I went to their support site. I hopped into a chat. I explained my dilemma. Apologies were issued. The call was transferred to another support specialist, I explained my problem, more apologies were issued, and a problem was discovered: I needed a different modem.
Why, during my online upgrade or the two previous conversations I had endured with Time Warner’s reps, had I not been told of a need for additional hardware?
How to fix it? Oh, well, that’s easy – just drive on down to a local Time Warner office and pick up a new modem. Given the issues I had already encountered, I implored the tech to send me the modem overnight. Request denied, but hey, we’re gonna give you a $20 discount on your next bill.
Great, that hit the spot. After the time spent with tech support thus far – just over an hour – and the time it would take me to pick up a new modem – at least another hour, plus gas – $20 (or $10/hour) would equate to what I made bagging groceries back in 1992.
So I went to the local Time Warner office. I picked up the modem. During my conversation with yet another account rep, she informed me I would need to drop off my old modem or incur an additional charge. No rush.
Geez, is this really worth it? Of course it is. I’m home. I’ve hooked up the new modem. Blazing speeds are on the horizon. We’re cooking with gas now, right?
Wrong. Error message on the web browser. I need to call tech support yet again.
Wait for it….
The modem hadn’t been activated. I spoke with a support rep, and during a rather frustrating exchange, I asked if sending out inactivated modems was standard protocol. It wasn’t. Apologies issued.
Sidebar. During our call, I asked the rep if my Apple Airport Extreme was recommended or if I should instead use the wireless capability built into the Time Warner device. He wasn’t sure, but he asked if I wanted to disable the wireless capability on the device. Well, no, I’ll just test the speed on each unit and go with the faster option. No problem, right?
“Sir, I can’t seem to get your order processed. I’m going to have to forward you to a higher level specialist. Here’s a support number for you to give the next rep so you don’t have to repeat your story for the umpteenth time.”
And on it goes. The call gets forwarded. I repeat the number to the next agent, who promptly informs me he’s with Time Warner’s corporate office and the number means absolutely nothing to him. Thankfully, this dude was smart.
He’s able to process the order. I do a quick speed test. Still slow. He does some tech stuff. Clicks are made, apologies are issued, and some time later the speed test yields the results I’ve been aching to see.
Sidebar. The Apple Airport Extreme conversation ensued a second time, and according to rep #2, I could only enable a single wireless network. Enabling both wouldn’t allow for A/B testing, and I would’ve had to call up Time Warner once again to fix things. I like smart people.
Finally. Blazing speed. Life is good.
But not for long – during a cursory review of my bank account, I realize Time Warner had double-billed me for the previous month. Odd. Maybe it was because of all the time I was spending on the phone and online with their exemplary tech support staff.
I initiated a chat. In an effort to ensure this note makes the rounds without offending softer souls, I’ll refrain from using any of the words that went through my head.
I was kind. I was polite. I informed the support rep of the inconvenience, and I also offered a hypothesis as to why it occurred. Probably something to do with the order never being processed correctly the first time, right?
After another thirty plus minutes on yet another chat with yet another member of Time Warner’s exceptional staff, a determination was made: I had paid a second month’s service in advance. I informed the rep that I hadn’t approved the payment, that I didn’t make a habit of making double payments (which occurred on different days, no less), that I didn’t appreciate Time Warner withdrawing funds at their leisure, and I requested the money be immediately re-deposited into my bank account. I also requested a call from a supervisor. Absent both of those things happening, I would be canceling my account for cause and filing a complaint with whomever handles oversight for all things wireless.
It’s been just over twelve hours and still no response. I did, however, receive a nice little note in my inbox this morning.
“Your Time Warner bill is now ready. Please pay $24.70.”