TWC L3 Rep Responds to Consumerist Posts

A self-identifying Time Warner Cable Level 3 rep calls bunk on our story, HOWTO: Get Actual Customer Support From Time Warner Cable.

John Stewart expressed frustration over our publication of “partially incorrect” TWC contact phone numbers. Since both those posts occurred, he says he’s had, “an increase of calls where people request I fix their bill and advise me of your article.”

“Internal documentation I am not permitted to show non-employees by NDA specifically forbids us from providing billing credits,” he says.

“At the very least, this article has made it harder for Level 3 agents to do their job, and harder for people to reach Level 3 agents because we spend all day redirecting billing inquiries to Customer Service. Level 3 as phone operator = Level 3 not troubleshooting legitimate issues. “

As far as inability to fix billing goes, well, that’s his word against Mike’s, but one thing’s for certain…

Use the phone numbers and info we gave you for good, not stupidity. Don’t turbo to Level 3 for a billing issue. Don’t turbo to Level 3 unless you’ve already gone through Level 1 and 2 and they have refused to fix your TECHNICAL problem. Keyword: T-E-C-H-N-I-C-A-L.

Thank you and have a nice day.