| rev:text
| - After years of outages, poor quality video, service disruptions, and crappy customer service, I finally decided to switch to AT&T.
Let me tell you, I've never had a WORSE experience with ANY company than TWC as I tried to get my service disconnected. I called in 2 full weeks ahead of my requested disconnection date, just to make sure everything would go smoothly. After holding for an hour, I finally talked to a lady who scheduled the disconnect, gave me a confirmation number, and everything. We went to return the equipment at the local TWC office; waited in line over an hour to turn in the equipment.
2 weeks later, I check the internet - they still don't show my service disconnected. I get on line with a chat agent at TWC, and he says I'll have to call and they have no record of me disconnecting. I got very upset at the thought of calling and holding for another hour to talk to someone so I really let him have it. He then agreed to disconnect me as of 9/6, like it was some sort of favor to me. Never mind the fact that I even had the cancellation number from the phone call.
So today I look online again, and they show that I owe them $25. Actually, they owe ME $25 for the week of service I paid for and hadn't used. So, I get online again, and guess what? the chat agent that I talked to 2 weeks ago didn't set my disconnect for the original date. Instead he did it 2 weeks after!
So I got online with another chat agent today who once again apologized and is "escalating my case". I've now spent over 6 hours trying to help the incompetent CSR's at TWC to actually do this correctly. Meanwhile, we've had AT&T now for over a month. Guess what? Not a SINGLE outage, not a single disruption. And customer service is prompt and helpful.
I will never, ever sign up for TWC again. I don't care if I have to go without TV someday vs. paying TWC another cent. They should be a Harvard case study on how to run your business in such an incompetent, offensive way that you actually lose customers for life. I guess if they don't do it right this time, I will just pay the $25 (so they don't do something to mess up my credit) and then file a complaint with the State utilities commission.
Avoid TWC. Not worth the money you will pay, and certainly not worth the pain you will experience if you ever need to contact them for anything. Worst customer service of any business I've ever dealt with.
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