“We Should Never Rude”

Part II of the “bait and switch” game played by TWC 

After writing my previous blog, Promises Not Fulfilled, and speaking to my still upset and disappointed parents I decided to tweet to @TWCNewsCNY on Twitter to see if the local TWC could make things right.

Thanks to the power of the Internet and Twitter @TWC_Help was quick to respond

Wow a fast and sincere response. I am feeling a bit optimistic. After a few DMs I was told that the would transfer the case to the local office and have them contact me. Now I wait.

While I waited to for my response I did see that TWC had been doing some research on me:

Ok only two views but still they did read it. Then they check out my LinkedIn profile.

After not hearing from them for three days I sent another DM to @TWC-Help

I was a bit annoyed because I had be dealing with this for MANY months and had all the details which mother did not know. Wondering how the call went I gave me mother a call to find out. My mother was very upset from her “conversation” with Roxanne, Escalations, at the local Syracuse, NY office. She told me that Roxanne was very rude, and told her three times that she wasn’t getting an iPad no matter what someone told her. Eventually mother had to say that she heard Roxanne and understood what she was saying to stop her from rudely saying it again. Roxanne was not understanding and not apologetic at all. My mother told me that she wants to switch to another provider even if it will cost her more money.

I then followed up with the friendly and respectful Twitter agent.

I could have let it end there but my mother sent me a fax (please no commenting on the use of a fax machine) of her bill. I told her I would follow up for her, but unfortunately TWC customer care’s computer system was in the process of updating for two hours during business hours, May 12 at 5:17PM EST.

Lessons I wish TWC would learn:

1. Train your Care reps well, and make sure they truly know all of the promotions offered especially in the local market.
2. Respect your customers. No matter if your customers are right wrong treat them with respect.
3. It’s cheaper to keep customers than to get new ones.
4. Update your customer service software during the time the least popular calling times and not at 5:00 PM EST. Working in the world of the Internet I know that most commercial traffic is during the week, with Sunday evenings being the least used time. I can’t imagine that the numbers are that much different for call centers.

Lesson I learned from dealing with TWC:

1. Always ask for a printed company of the disclaimers for any TWC promotions to review prior to signing up for them, and if you do good luck.
2. Use Verizon FIOS. I didn’t even ask for help I just mentioned the good service I receive and they tweeted to help me.