29 January 2007

Customer is King

Of course Internet addict like me, the first thing I inquired about once I moved in to my apartment was getting Internet service. I was told that Time Warner Cable is the company that serves this area and I gave them a call. I was told the earliest time I could get a technician out would be the 26th of January two weeks from my move in date. I don’t have a choice do I so I wait. I was told that I would need to give payment to the technician who comes to set me up so on Friday I excitedly leave a check with my building super. At about 9:20 am on friday on my way to work I get a call from my building super saying the technician was here and needed to have the password to my computer. I was so excited; finally I can browse the Internet in peace. I get home and ask my building super how things went. He said he didn’t know about the cable but he knew the technician work in the Internet connection. Hmm … He also didn’t take the check I left. Now that was odd, I had been told to have payment ready. I go up to my apartment and quickly look around no cable box but I do see the cable modem yippee. I power on my computer and no Internet. I look around perhaps there are instructions nothing. I decide to call TWC. My first attempt at speaking with a tech resulted in me being on hold for 26 mins. I hung up and called again and was on hold this time for 48 mins. I then gave up and went to bed, what a buzz kill. Saturday I woke up early and called them again. I was on hold this time for about 30 mins. I hung up and then decided to call the sales number I was confident that a human being would be on hand to sell the service if one wasn't on hand to help solve problems that the poor clients who have been suckered into signing up for the yeye service being offered were having. I got to talk to a human being in like 3 mins and I complained about my Internet and also the fact that my cable wasn’t installed. The lady told me they only had an order for the Internet not the cable. What? How did that happen? Apparently my initial order was cancelled and replaced with another one for just the Internet. WTF? So what happens now I ask? Well I will have to wait till the 5th for a tech to come out and hook up the cable. WTF? Why do I have to suffer for you peoples obvious ineptitude I ask? ‘I understand that you are upset and I apologise but the earliest anyone can come out is the 5th’ she says. Argh!!! ‘I should have gone for DirecTV’ I reply. Unfazed she replies ‘Should I not bother with the cable order then?’ Imagine. I was getting a good deal on the Internet because of the cable so I really wasn’t going anywhere. I mumble something and she confirms the appointment for the 5th. Then she connects me to the technical help department to sort out my Internet issues. I was on hold to them for 2 hrs and 26 mins. Imagine!!! At the end of the day it turns out a tech has to come out and sort out the issue. Argh!!! I was really banking on Internet connection this weekend so I could research buying a car in peace. After yelling and yelling I got an appointment to get the tech out on Monday. I drop the phone and call the sales people again to see if I can move my cable hook up to Monday as well. I was told it would not be possible because it would involve cancelling both work orders and creating a new one and the closest date for the new appointment would be the 8th of February. Wetin do this people? I asked for and got the address to send my complaint to and believe me I was so angry I was actually going to write a letter. Now I am not so sure, lets see how Monday goes.

6 comments:

mochafella said...

Err, hope you intend to change the password to your computer and I don't think TWC answers the service lines.

adefunke said...

For sure, I have a guest account so I gave him the details for that.

Anonymous said...

Girrrl....

I got upset just reading about that service. Damn. Were they really the only provider in the area? Arghh. It would have been nice tell them to take their business and shove it.

You should definitely write a letter to the BBB (Better Business Bureau?) and the chamber of commerce.

Nothing can change what they put you through. But sometimes when they see that their reputation will be damaged via the BBB and Chamber of commerce, they change their tune.

You might even get a free months service out of it.

Anonymous said...

one more thought... if u have a laptop, you should consider Sprint Mobile (wireless card)... or whatever its called. Your company *might* even help pay for the service

Anonymous said...

one more thought... if u have a laptop, you should consider Sprint Mobile (wireless card)... or whatever its called. Your company *might* even help pay for the service

adefunke said...

@ Anon - I am really looking into finding an alternate provider, and I will look into the Sprint thing thanks.