The Worst Sales, Billing & Customer Service Sham Ever

[ Edited ]

- I called Time Warner number from the website.

 

- I told Joan (rep ID # 154512) that I was not happy about how my Jan'17 bill was $110 and then in Feb '17 bill was $160.

 

- I then gave Joan some back story that in 2016, Time Warner screwed up transferring my account from my father's name to my name. In a nutshell, Time Warner deleted my services and set me up as a new customer which pushed my bill to over $170

 

- I told Joan that I worked with my local Time Warner store manager (Christian Rodriguez) and he got my $170 back down to $110 (which was what I was paying previous to the name change). He told me not to worry about the bill and that it was Time Warner admin's fault for not following through with the name change properly to secure my legacy services.

 

- Christian told me that he 'adjusted' my services to get me back to where I was ($110). That was great...

 

- But now, Joan told me that these adjustments were actually a whole bunch of discounts and these discounts are now not valid (a total of $40 is now gone).

 

- Joan also told me that the internet speed of 200/20 that I had in my $110 package is now an additional $20.

 

- I asked Joan to honor the initial admin screw up of 2016 and the great help that Christian gave me to get me back on the right path, but Joan's only answer was to cut some services.

 

- I even tried to see if I could get Spectrum's advertised 'Triple Play Select' (which is less services from what I have now) for the advertised rate of $29 per TV/Internet/Phone (total of $94) and she told me that I can't even do that.. she told me that I would have to actually pay closer to $140 for the Triple Play Select from Spectrum

 

- Mind you that Joan told me that I am received these discounts from Christian because I was a 'preferred select customer' because of my long standing account with Time Warner and not because of any promotions.

 

- My question is, how can you guys fix this to keep a 'preferred select customer'? Do you want to keep me as a customer? Because everything that I wrote above is basically Time Warner pointing me out the door.

 

- My take away from this entire sales (edited) is that Time Warner / Spectrum doesn't care about honoring their mistakes and agreements and are unwilling to do what's right for a 'preferred select customer'.

 

Can you please contact me regarding my horrible experience? Thanks.

 

5 REPLIES
Established Sharer

Re: The Worst Sales, Billing & Customer Service Sham Ever

>Can you please contact me regarding my horrible experience? Thanks.

No one at Spectrum will help you, because they KNOW you have no reasonable alternative, and probably WON'T quit, or at least not for long.
Boz
Sharer

Re: The Worst Sales, Billing & Customer Service Sham Ever

[ Edited ]

r1r1r1r, nobody at Spectrum cares enough to do anything special to keep you as a customer.  Your only alternatives are to 1) pay more for a Spectrum package that gets you clost to what you were getting with TWC, 2) cut services to a lower Spectrum package, which in the case of TV, will usually result in less desired channels than a comparable former TWC TV package, or 3) move to a competing service provider.  Good luck with your decision!

Community Manager

Re: The Worst Sales, Billing & Customer Service Sham Ever

@r1r1r1r,

 

I apologize for any poor experience.  We are unable to assist with pricing in this department. If you are looking to change your current package/pricing, we would recommend you to call in to 1-800-892-4357.

 

James M.
Social Media Customer Care
Community Forums Moderator

Sharer

Re: The Worst Sales, Billing & Customer Service Sham Ever


r1r1r1r wrote:

- I called Time Warner number from the website.

 

- I told Joan (rep ID # 154512) that I was not happy about how my Jan'17 bill was $110 and then in Feb '17 bill was $160.

 

- I then gave Joan some back story that in 2016, Time Warner screwed up transferring my account from my father's name to my name. In a nutshell, Time Warner deleted my services and set me up as a new customer which pushed my bill to over $170

 

- I told Joan that I worked with my local Time Warner store manager (Christian Rodriguez) and he got my $170 back down to $110 (which was what I was paying previous to the name change). He told me not to worry about the bill and that it was Time Warner admin's fault for not following through with the name change properly to secure my legacy services.

 

- Christian told me that he 'adjusted' my services to get me back to where I was ($110). That was great...

 

- But now, Joan told me that these adjustments were actually a whole bunch of discounts and these discounts are now not valid (a total of $40 is now gone).

 

- Joan also told me that the internet speed of 200/20 that I had in my $110 package is now an additional $20.

 

- I asked Joan to honor the initial admin screw up of 2016 and the great help that Christian gave me to get me back on the right path, but Joan's only answer was to cut some services.

 

- I even tried to see if I could get Spectrum's advertised 'Triple Play Select' (which is less services from what I have now) for the advertised rate of $29 per TV/Internet/Phone (total of $94) and she told me that I can't even do that.. she told me that I would have to actually pay closer to $140 for the Triple Play Select from Spectrum

 

- Mind you that Joan told me that I am received these discounts from Christian because I was a 'preferred select customer' because of my long standing account with Time Warner and not because of any promotions.

 

- My question is, how can you guys fix this to keep a 'preferred select customer'? Do you want to keep me as a customer? Because everything that I wrote above is basically Time Warner pointing me out the door.


When I bought my grandfather's house (long story), the cableTV account was still in his name.  Since he was a senior citizen, he was getting a significant discount on the retail price for the video package.  My dad was the executor of the estate, and wanted to be able to close everything out, so I had to take the title to the house, along with ID and a copy of my grandfather's death certificate, to the local cable store, have them close the existing account, and open a new one in my name.  New account numbers and everything.

 

Price didn't change much, becuase I was a "new" customer.  The deal eventually expired, and I decided to downgrade the service to Broadcast Basic, since after auditing what I actually watched, I couldn't justify paying the step-up in price from Broadcast to the Standard Tier.

 

My guess is the same thing happened to you regarding rates.   Full disclosure was not given to you in way of the discounts you were getting as a "new" customer once the service was put into your name, and that they'd expire after the 12-month introductory period.  That was likely the first problem made on their part.

 

Advertised "Triple Play" prices are almost NEVER applicable to an existing customer unless perhaps you ADD on legs of the triangle - i.e. - You are video only and add phone + internet.

 

In an ideal world, your bill should include FULL RETAIL RATES at all times for the services you subscribe to, and reflect CREDITS for what bundle / promotional discounts you get, along with the dates such discounts expire.  Then it would be in plain view for all to see, and this sticker shock would not exist.

 

Observer

Re: The Worst Sales, Billing & Customer Service Sham Ever

I see my experience is not isolated at all. They  have GOT to do better........changing the name did not fix your bad rep for terrible customer service!!!!