| Time Warner Cable |
| Time Warner Cable Non-caring thieves with that dont really care about the customer San diego, California |
| 5th of Aug, 2011 by User132320 |
| While being employed now for many years I cannot sit back and consciously turn the other cheek to the true lack of care that TWC has towards its customers. Now I will say that anyone calling in to the customer service lines will stand a chance of getting in contact of someone that really does care about taking care of them, however be it know than TWC Corporate and the upper management has been and continually harasses it employees for caring about the customer. Even to the point of writing them up if the spend too much time on the phone taking care of their customer. Have you noticed that the majority of the time when you call in it seems like people want to transfer you or get off the phone right away thats because of their call handling time and the Performance will drop and then they can receive a disciplinary write up. As far as the pushiness lately to sell, that is also laying heavy on the agents. They are forced to sell whats called PSU which means basically a revenue generating service such as Cable, Internet or Phone, and failing to do so will count against them. They also have unrealistic quality control. Meaning that they will actively monitor phone calls to judge the agents ability to say all the right things to pacify the customer, and grade the agent which in a normal element is fine. However they do not care about the genuine complaint that being dictated to the agent. Isnt their job says QC when asked if they will do something about the problem. The West Coast Region (San Diego to the Desert Cities) has about 400,000 or so customers, so there mentality is that the ones with the constant problems are not that big a deal since there are more positive customers as negative ones. Let me explain, the lying thieving agents that will do anything even strong-arm people to make a quota are not being held responsible. The whole So Cal plant is bad. The phone service is so riddle with faults that if you are elderly, disabled, run a business, or must rely on your phone- Go somewhere else. Seriously, I am not making this up. The internet is the same way. Everyone complains and complains and complains till it reaches a level that they want to leave and thats when things start happening. The toughest part is that the TWC employees are forced to put themselves above your needs by placating to TWCs requirements even if they know that youre being shafted. After all its their jobs on the line truly not your satisfaction. TWC customers please dont think that when you call in that the company as a whole cares about you. You are profit, you are fancy cars, and you are statistics. The number of outages in the so cal area lately and no one is getting auto-generated credits are they? Wonder why you spend a long time on the phone getting sent to the Philippines or some other country just to be sent back to San Diego? Thats their idea of cutting down call times. Tech agents are told to verify connectivity and transfer to National Help Desk that are too dumb or restricted in truly helping you so after an hour you get sent back to San Diego. How many times have you had a tech came to your house and seemed like he wanted to get out of there fast. They may schedule you for a two hour window but he is given 15 minutes. In closing all I can say is the only true way to get TWC to improve is to shut down, if you dont threaten them with loss of revenue your services will remain the same. They are so busy always trying to beat out the competitor before actually making sure that the product is working fully. If you are tired of not being heard and want to ask people whats really going on then call the Upper Managers directly and ask them. Stay tuned for more information, I am thinking about opening up a hotline or blog specifically for TWC complaints and see if things start getting fixed then. |
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