Time-Warner is a monopoly where I live and this is now my
NINTH TENTH day (Fri, Oct. 17) with intermittent Internet service -- which I had during my deadline, which I have had as I have the final chapter of my book due.
I have spent maybe
five or six about eight hours total on the phone with them. I spent an hour and 20 minutes on the phone just Wednesday night -- first waiting on hold for 20 minutes with that "We value you as a customer" recording. (If you "valued me as a customer" you'd pick up the fucking phone!) I just wanted to know if they'd done the service they said they were going to do on Wednesday sometime, to repair "the node."
From my e-mail to them:
This past Monday or the Friday before, can't remember which, I was eventually told (after hours on the phone the first few times) that the problem was that your company signed up too many subscribers and your company needed to fix "the node," and needed a part...which they had to ORDER!...which would take days to arrive...which they would have today. Unbelievable. Your company knows it has the number of subscribers it does because YOU GET CHECKS FROM ALL OF US!
The city of Moorpark in the past has fined you for treating customers as I've been treated. I also suggest you look on the Internet -- Google the name of your company and "intermittent service" and see the hits you get. Check out BoingBoing.net -- Cory Doctorow's piece on his experience -- mirroring mine. Here's Carey from Consumerist from October 5.
I have to stay home all day Thursday, with my substandard Internet service, again waiting for a technician. And not one of these people in your South Texas office could tell me if that "node" was replaced or fixed. Again, how would you feel if you paid for service and got this level of service, then had to invest so much time and aggravation into trying to get what you pay for? Please make this right.
I would have Internet service with ANYBODY else if another cable company existed. At this point, I'd have it with the garbage company if I could. Unfortunately, TW is a monopoly here, so I have no choice but to remain one of their
I just got off the phone with a woman in their corporate offices who's going to actually try to do something about this. I also faxed Rocky Delgadillo, the City Attorney, to see if he'd bring suit against the company again. UPDATE: Actually, it sounds like the suit hasn't gone to court yet. Here are some details, from a Tom Corelis story on InsiderTech.com:
According to the soon-to-be-filed complaint, the City of Los Angeles says Time Warner made false and misleading statements to subscribers regarding its quality of service, violating state laws and the terms of the franchise agreement it worked out with the city. Subscribers spend time waiting in agonizingly long hold queues, the city says, and Time Warner's technicians subjected subscribers to excessive repair work delays. Parts of the agreement mandated that Time Warner customer service representatives answer subscribers' calls "within 30 seconds," and repair service interruptions within 24 hours of notification.
The city says it will file its suit in a Los Angeles County Superior Court. Time Warner Cable provided no immediate comment.
Officials in the city of Costa Mesa, California - less than an hour's drive south of Los Angeles' - are mulling similar plans in light of Los Angeles' announcement.
"I requested a copy of the city of Los Angeles' filing so that I can assess if we need to pursue action of our own," said Costa Mesa City Attorney Kimberley Hall Barlow. Los Angeles officials say that Time Warner could pay "tens of millions of dollars" in fines if courts rule against it.
If you live in L.A., and experience what I do from TW, please contact Delgadillo with your story:
Delgadillo's fax: (213) 978-8312
Delgadillo's phone: (213) 978-8100
Mail a complaint to California Atty. General Jerry Brown here:
1300 I street (eye street)
Sacramento CA 94255
Tell YOUR hell story with Time-Warner below!
Also, if you have Verizon FIOS, which is not available here yet, please let us all know how it's working for you. To change your crappy Time-Warner service to Verizon, click here.
And a little neighborhood flack-tivism:
UPDATE: My service will not be fixed until
MONDAY MORNING. Actually, now it seems the date is Wednesday, October 22.
I finally had to call the media relations guy in New York to find this out. Also, after being on the phone for all that time Wednesday night, and all the time Thursday day, at 1 p.m., begging to know whether they'd fixed the node when they said they would, it was he who finally told me that I'd spent more than a half day waiting for nothing -- that no, they hadn't fixed the node on Wednesday and that it would be probably Monday (really Wednesday, a tech and his supervisor told me an hour or two later).
This company is absolutely vile and taking advantage of their monopoly position. I'd love to see them sued blind, and I don't care for a second that the lawyers usually get the money in those suits. Just that they have to pay.
Everyone in my neighborhood who has Time Warner Cable is furious. And lucky me, I don't have these sucky monopolists for my television service, because, as I said in the flyer now posted on my gate, I'd rather have service with the garbage company if I could. Thankfully, for television, I have a choice, and I'm sure as fuck not going to choose Time Warner when I do.
Finally, I've started telling all the Time Warner people I speak with that I wish, from the bottom of my heart, that each and every one of them will have the exact same service with which they provide their customers.