TWC Ends Chat When You Ask Them To Honor To On-Time Guarantee

In New York City you are entitled to a free month of service if the cable guy doesn’t show up on time. It’s part of the franchise agreement the cable companies have with the city. But here’s a chat transcript showing what happens when a informed consumer tries to claim their credit from Time Warner Cable…

One of our readers sent this in of a convo he recently had with Time Warner Cable:

User [MY NAME REDACTED]_ has entered room
Analyst[REP NAME REDACTED] has entered room
[REP]
Thank you for contacting Time Warner Cable. At the end of our chat you will be given the option of taking a brief survey. My name is[REP NAME REDACTED] . Please give me a moment while I access your account.
[REP]
Good morning, how are you today?
[ME]_>
fine thanks
[REP]
Great.
[REP]
I understand that the technician did not show on time for your appointment.
[REP]
Is that correct?
[ME]_>
right
[REP]
I apologize for the inconvenience.
[REP]
Can you please tell me when was the appointment?
[ME]_>
8am – 11am this morning
[REP]
Did he already arrive?
[ME]_>
yes, he got here at 11:30
[REP]
In that case, in this moment he is in your home right?
[ME]_>
Yes he is.
[REP]
I am sorry for that inconvenience.
[REP]
Can you please tell me your inquiry ?
[ME]_>
I understand there is a guarantee that service appointments will be on time.
[ME]_>
http://www.timewarnercable.com/corporate/site.faqs/Accountand/Policies/What-is-the-On-Time-Guarantee
[REP]
Yes that is correct.
[ME]_>
Great. It says to contact you for details on the policy, so that’s what I’m doing. What are the details on the “On-Time Guarantee” policy?
[REP]
Give me a moment please.
[REP]
While I work on your request.
[REP]
I understand that the technician arrived late, however it might be a inconvenience why he was late, I really apologize for that and I will put that in my notes.
[ME]_>
Ok, can you also tell me the details of the guarantee? For example, are you required by law to give me a service credit? after a late appointment?
[REP]
In that case there is no credit for that, we provide a credit when the technician does not arrive or for been late for more than a hour.
[REP]
Is there any thing else I can assist you with?
[ME]_>
It sounds like you just made that up.
[ME]_>
Can you provide me with the guarantee policy in writing?
[REP]
Do to polices of the company we are unable to provide you a credit for that, the technician arrived to your home, if he did not arrive I will provide you a credit for that.
[ME]_>
http://www.nytimes.com/2010/09/15/nyregion/15cable.html
[ME]_>
I’m pretty sure that you’re not giving me the correct information on your policy.
[REP]
In that case please contact us at 718-358-0900 or 212-358-0900.
[ME]_>
Here on NYC.gov it says that you are required to give me a credit if you fail to keep the appointment on time “without excuse”
[REP]
I understand your position, I recommend you to contact us at the number above.
[ME]_>
Ok. The “1 hour late” thing – did you make that up?
[REP]
I mean that when the technician is too late ( more than an hour) you can receive a credit, however he was only 30 minutes.
[REP]
Sometimes it is not your fault when you are late right?
[ME]_>
It’s not a question of fault, it’s a question of what is the actual policy.
[ME]_>
http://home2.nyc.gov/html/doitt/html/faq/faq_cable.shtml#15
[ME]_>
It says there “without excuse”
[REP]
I understand that.
[REP]
I am not able to provide you a credit for that.
[REP]
I am sorry for that.
[ME]_>
Ok, I’d like you to know that I believe this is part of the Time Warner Cable franchise agreement with New York City, and I believe that you are violating it my telling me that they can be up to one hour late.
[ME]_>
Can you provide me with a last name or a representative number that I can use to identify you in correspondence with Time Warner Cable and the City of New York?

That’s when the chat was disconnected. Rookie mistake. Always get their rep number at the top of the conversation, before they have a chance to know that you’re going to pwn them. The next step for this reader should be to call customer service and ask for that credit, and escalate to a supervisor if necessary.