Reader G writes in with a success story. After her husband took off work to meet a Time Warner technician, they found out that their appointment time had been mysteriously changed. A quick search on Consumerist for some Time Warner executives and a polite email later, G had a technician at her home.
After arriving home from vacation, we found our internet was out. Several reboots later nothing was working. My husband called customer support on Sunday and spoke with a Level 2 technician who acted as if he was doing us a favor with his over the phone troubleshooting. His hands were tied, he explained to us, because we don’t have other “services” such as digital phone or cable. He did schedule an appointment for a technician to come to our home between 8am and 9pm!
My husband decided to take the day off to meet with the technician so he had access to our home. He called them again around 1pm on Monday and got to talk to India! Apparently our new confirmed appointment time was now 8pm to midnight. After yelling at the guy, it was becoming obvious – no one was coming to our home today.
I went to your website (that I love) did a search for Time Warner and found a link to some executives’ e-mail addresses. At 4pm I e-mailed the Austin Division President:
Subject: Subrouter Issue
Mr. Kinney (Division President):
My husband and I have internet service through Time Warner. Our internet has been out since Friday evening. In the past when rebooting your router did not work, the problem has been found to be a sub router on your end. Typically this occurs when new service is set up for another customer.
We called your customer support and were told to expect a technician today between 8am and 9pm! My husband decided to stay home from work to meet with your technician. Concerned that he has not received a phone call to confirm a time, he contacted your company again.
Speaking to your call center in India, he was told the new appointment time is 8pm to midnight! I am sure this is an error and you do not expect your technicians to troubleshoot a problem on your end after dark in a neighborhood during sleeping hours.
Your assistance in getting our internet service up and running quickly is greatly appreciated. We have been Time Warner customers of the Austin area for 3 years, and Time Warner customers in North Carolina for 4 years. That is 7 years of continuous customer support with on time payment of our bills. I am sure you do not want to lose such loyalty.
Thank you for your time with this matter.
Sincerely, Mrs. Name Withheld Mr. Name Withheld
At 4:30 I got a phone call from my husband: “I don’t know what you told them, but they are jumping now”
At 6pm a technician was at our home and an hour later our internet was fixed. I gave the guy a bottled water (I am sure he had a long day), and took his name down. I e-mailed the Division President back:
Subject: Thank You
Shortly after I sent you the original e-mail, my husband received a phone call from your company. The technician arrived around 6pm and stayed until the job was completed. The issue was as suspected – a sub router due to a new installation. The technician could have left and placed a work order for someone else to fix it but he didn’t. He stayed until the job was completed. Impressive.
The technician’s name was Name Withheld. He was polite, knowledgeable and extremely professional.
Thank you for your attention and assistance with this matter.
Sincerely, Mrs. Name Withheld
Mr. Name Withheld
Happy Time Warner Customers
Unfortunately the guy did have to troubleshoot in the dark.
Thank you Consumerist!