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L. K. Craft - Hisayasu

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TIME WARNER CABLE, 7:15 p.m., Where's Their Staff????
By L. K. Craft - Hisayasu   
Not "rated" by the Author.
Last edited: Wednesday, May 14, 2008
Posted: Wednesday, May 14, 2008

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I am a patient individual, always willing to do up to 20 minutes on 'HOLD', but when a service I pay for takes longer, I'm frustrated . . .

Last night I decided to call Time Warner Cable and get my bill straightened out.  I looked at the clock, it was only 7:15 p.m. It was early enough to make the call and do a few chores before 'American Idol.'   After listening to their laundry list of what number to hit to get to the right place (mine was cancel a feature), I got put on hold with loud music and break in messages about TW.  I stuck with it for 12 minutes when all of sudden someone pick up to respond and immediately they hit hold before saying a word, I anticipate that sent me to the back of the line. returning me to music and messages.  This went on for another 10 minutes (I'm clocking it).  I'm a pretty patient person, I can give about 20 minutes on 'HOLD' before I become irritated.  But now bordering on 25 minutes, I was on my way to being fully frustrated. 

I hung up and I thought, I bet if I call back and hit the number that says 'order new services' they will pick up fast . . . My theory was they prioritize their staff for customers that wish to purchase services and not for those who wish to cut or downsize services. So I called back and pushed for 'order new servicesBINGO, they answered on the first ring!   I tell them my woes (wanting to cancel SHOWTIME) and the lady said, "I will transfer you to department that handles cancellations" ... and before I could say 'no' I was put back on that hold line and probably even further away from someone to help me.   After 10 minutes more of waiting (and running out of time) I hung up and called back the 'order new service' line and again BINGOOOOOO, they pick right up.  This time I told them they needed to help me cancel SHOWTIME (which I never ordered) and they better not transfer me because if I have to wait much longer I will be canceling ALL MY SERVICES and changing to VERIZON.  Guess what, they got it straightened out in less than a minute!  Amazing huh?

When I started this blog, I made a commitment to shed light on things . . .  So, If by some chance you can't get through to TWC to cancel a service, just redial and push the number that says 'ORDER NEW SERVICES' . . .  They appear to be loaded with staff available in that department and they can help you <wink>. 

 

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