This ain't my first time at the Rodeo!
You are NOT going to believe this! I emailed Time-Warner's President and CEO (Howard Szarfarc), and I "blind CC'd" the COO, Senior V.P. and General Manager for New York and New Jersey, Senior V.P and General Manager for Customer Service, and the Senior V.P. and General Manager of High Speed Online. See the email below, which went out at a few minutes after 6:00 pm:
To: Howard Szarfarc, President
Time Warner Cable, New York City
Dear Mr. Szarfarc -
I am troubled to have to write this letter to you directly, but it seems that your “customer service” representatives are either unable, or unwilling to help me.
On Tuesday, March 25, 2008, my Roadrunner connection went out, and I made a service appointment for the following Tuesday (April 1st) evening. That Saturday (March 29th), I noticed Time Warner Technicians in my building fixing one of my neighbor's connections. In doing so, they knocked out my cable television. So I was left with NO cable TV, and NO internet connection.
That evening, Saturday, March 29th, I called your customer service department to report the outage, and to see if I could get an earlier appointment, since it was obviously Time Warner’s fault that my cable TV was now out. The first representative hung up on me, the second kept me on hold for 40 minutes before disconnecting me, and the third promised a callback that never came. NO ONE would allow me to speak to a Supervisor. I finally gave up, and decided to wait for my already-scheduled Tuesday (April 1st) appointment. The confirmation number I was given for Tuesday’s appointment was XXXXXX.
On Tuesday, April 1st, I made sure I was home at 6:00 pm to wait for the Technician. At around 8:00 pm he showed up, and after 45 seconds, stated “I can’t help you - you need a daytime appointment”. He called his dispatcher, who said there were no appointments available until Saturday, April 8th. I protested, and he angrily said “Do you want it, or not?!”. I took the appointment, but immediately called customer service AGAIN to BEG for an earlier appointment.
“Chanel” at your Support Center was able to get be an appointment for the following day (today, April 2nd) between the hours of 10am and 2pm. I called my boss at home to make arrangements to come to work late the following day, after my Time Warner appointment. I even called customer service this morning to confirm my appointment (and I was assured by your representative that they were coming). I stayed in my apartment, next to my phone waiting for my buzzer to ring. By 2:00 pm, no one had shown. I called customer service AGAIN. After ANOTHER 45 minute phone call, I was told that someone would be here by 6:00 pm, and was given a confirmation number of XXXXXX.
It is now 6:00 pm, and no one has come by, or called. I have missed an entire day of work, without so much as a telephone call from Time Warner Cable explaining the TWO missed appointments today.
Previously, I had considered adding Time Warner telephone, and DVR to my service package - but NO MORE! It is obvious that your company does not appreciate or even respect me or my time, so I am no longer interested in expanding my relationship with your company. [This was bullshit that I added to show how this could affect their profits...but again, it's total BULL]
I need someone to call me on my cell phone IMMEDIATELY. My number is XXX-XXX-XXXX. I am tired of being frustrated and angry at Time Warner Cable, and I simply want my TV and Internet working again! If this continues, I will be forced to find another provider who is able to give me these services, and who WANTS my business!
JOAN FUCKING CRAWFORD!!!
Within 5 minutes, my cell phone rang. It was some exec. saying that the CEO's office just called with instructions to take care of me. She assured me that someone would be here in 15-20 minutes. Five minutes later, ANOTHER exec. called me - offering to follow-up in an hour.
Twenty minutes later, a FINE Papi (goodness, they even got THAT part right) rang my bell, along with his SUPERVISOR. Twenty minutes later, I had cable and high-speed internet. And five minutes after that, I got a follow-up call.
I recommend this technique anytime you have a problem with a large corporation. Get some names and email addresses of the top brass...because shit ALWAYS rolls downhill...
And remember: don't ever, EVER mess with this bitch!