Time Warner Cable Corporate Office

Time Warner Cable Corporate Office Address

Time Warner Cable Inc.
60 Columbus Circle
New York, NY 10023

Contact Time Warner Cable

Phone Number: (212) 364-8200
Fax Number: (203) 328-0604
Website: http://www.timewarnercable.com
Email: Email Time Warner Cable

Executives

CEO: Glenn A. Britt
CFO: Irene M. Esteves
COO: Robert D. Marcus

Time Warner Cable History

Time Warner Cable was formed in 1989 when Warner Cable and the American Television and Communication Corporation (owned by Time Inc) merged.

In 1995, the company launched the Southern Tier Online Community which is today known as Roadrunner High Speed Online.  Paragon Cable was also acquired in ’95.

In 2006, they company acquired Adelphia.

In 2009, Time Warner spun off Time Warner Cable (TWC) as an independent company.

In 2011, the company acquired Insight Communications.

Time Warner Cable currently operates in 28 states and has over 15 million subscribers.

{ 399 comments… read them below or add one }

Cedric Wasano August 26, 2015 at 8:12 pm

I wanted to let you know how good this employee is. I called and right off the bat let her know that I was rushed. This is a copy of the chat. Absolutely above anything I expected in the way of speed and efficiency. My hat’s off to your company if you keep hiring people like this you will never have to worry about another customer leaving you for Charter or AT&T again!
info: at 18:45:54
Thank you for contacting Time Warner Cable. A representative will be with you shortly.
info: at 18:45:55
You are now chatting with Audrey.
info: at 18:45:55
** Please do not share credit card information in this window. If credit card information is required, the agent will push a separate and secure form to you. **
Audrey: at 18:46:06
Hello
Audrey: at 18:46:07
How are you doing today?
You: at 18:46:23
a bit rushed thank you
Audrey: at 18:46:23
You’re welcome.
Audrey: at 18:46:41
I understand your concern.
Audrey: at 18:46:42
Your monthly charges are as listed below :
Audrey: at 18:46:48
Monthly Rate:
62.99
Monthly Taxes / Fees:
3.43
Monthly Rate w/ Taxes:
66.42

Audrey: at 18:46:56
I see that you have a credit balance of $10.99.
Audrey: at 18:47:12
You don’t need to pay it as we owe it to it.
Audrey: at 18:47:23
we owe it to you*
You: at 18:50:33
Thank you for verifying the new amount. I currently get only about 30 mbps and there is a promotion for 15 mbps for 34.99 a month can I migrate over to that plan instead. I have recently changed jobs and now make considerably less
Audrey: at 18:51:12
Okay
Audrey: at 18:51:26
I will remove the Extreme from account which will reduce your bill by $20.00
Audrey: at 18:51:37
Which will be $34. 99 Standard Internet + $8.00 Modem lease
You: at 18:51:44
Wow that was fast! Your very very good at what you do
Audrey: at 18:51:53
You do have the option to purchase an approved modem from any retail location, and if you choose to do so and return ours, you will not incur the additional monthly modem lease fee.

Audrey: at 18:51:58
I will provide you with the list of approved modems.

Audrey: at 18:52:06
Shall I remove it for you?
You: at 18:52:50
Yes please do
Audrey: at 18:52:54
Sure.
Audrey: at 18:53:06
Done
Audrey: at 18:53:07
Is there anything else I can help you with?
You: at 18:53:32
Is there someplace that I can email regarding your efficiency. This took only 2.5 minutes
Audrey: at 18:53:47
Thank you.
Audrey: at 18:54:23
I will forward this to my team , thank you for your feedback.
Audrey: at 18:54:57
I’d like you to know that you can view the complete breakdown of your bill online through My Account or the My TWC app. The link for your reference:

Audrey: at 18:54:59
Is there anything else I can help you with?
You: at 18:56:27
Yes I am at the website but don’t see a place to type a comment about the speedy and efficient service
info: at 18:57:50
You are not currently connected to a chat representative.
*she had reset my modem remotely while on chat and I was out the door on my way to the gym in just a few short minutes. WONDERFUL service*

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Tony k August 24, 2015 at 12:44 pm

I am ready to turn my service off. I am fighting to get my reward Card. My wife and I have never been late paying the bill. I had a balance of 47.95 and tried to pay for the bill. And someone from the billing department told me the bill was paid and the $47.95 would come out on the next bill then rudly hung up. I have now also paid the bill up to three months in advance. How are you going to keep me as a customer. I am not happy at all plus the cable goes out for hours and I not once revived a call apologizing for not having service for hours. Being with this company has caused me a lot of problems. My wife told me that the quality of service with your company was very poor. I should have listened. I am will fight this to the end. PS unhappy customer

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Luis Toro August 24, 2015 at 11:59 am

Wow. I can’t believe this company. they are out of control…..

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joshua August 6, 2015 at 9:33 pm

Today I called your office because my services were not working. When I called they reinstated everything but my wifi and my phone services. I went in the chat and was told that my I had to call 800-677-9767 to set up payment arrangements to have the full services back on. My account was only 1 week late. I have been a twc customer for over 10 years. The account has always been in my wife name Tiara Smith. When I called the 800 number the rep was very rude and nasty telling me there was nothing they could do. When I asked for a manager she placed me on a 3-4 min hold and then disconnected the call. At this point I am upset. So I go back to the chat. I chat with and agent she then tells me my account is 90 days past due. Keep in mine that I have made a payment on the account every month the dates as follows: 04/04/15-130.00, 04/19/15 7.00, 05/05/15 100.00, 05/14/15 56.00, 06/10/15 130.00, and 07/08/2015 130.00. so how was my account 30 days past due? I am to the point to where I do not want to do business with twc anymore. I work for ATT I can get a very discount service through uverse. I just can’t believe after being a twc customer for so long I get such rude service. I really feel you need to re-evaluate who you have working for your company. If I talked to my customer how I was talked to today I wouldn’t have a job. I am very disappointed in your company’s customer service and feel like I was treated horribly.

Thank You,

Joshua Hanley

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Kristine Marcy August 11, 2015 at 3:27 am

They do this to everyone. They try telling you that you are billed one month behind but somehow its always3 months. How can anyone be be behind because when you first sign up you pay a bill right up front. They do this round about crap to make you look stupid. Take you bill and payments to a lawyer and stop them in their tracks. They owe so many people money for doing this but people don’t know what to do so they pay it or let it shut off. Im so sick of them ripping people off i hope they get caught. Good luck

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joshua August 6, 2015 at 9:29 pm

Today I called your office because my services were not working. When I called they reinstated everything but my wifi and my phone services. I went in the chat and was told that my I had to call 800-677-9767 to set up payment arrangements to have the full services back on. My account was only 1 week late. I have been a twc customer for over 10 years. The account has always been in my wife name Tiara Smith. When I called the 800 number the rep was very rude and nasty telling me there was nothing they could do. When I asked for a manager she placed me on a 3-4 min hold and then disconnected the call. At this point I am upset. So I go back to the chat. I chat with and agent she then tells me my account is 90 days past due. Keep in mine that I have made a payment on the account every month the dates as follows: 04/04/15-130.00, 04/19/15 7.00, 05/05/15 100.00, 05/14/15 56.00, 06/10/15 130.00, and 07/08/2015 130.00. so how was my account 30 days past due? I am to the point to where I do not want to do business with twc anymore. I work for ATT I can get a very discount service through uverse. I just can’t believe after being a twc customer for so long I get such rude service. I really feel you need to re-evaluate who you have working for your company. If I talked to my customer how I was talked to today I wouldn’t have a job. I am very disappointed in your company’s customer service and feel like I was treated horribly.

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Elaine August 3, 2015 at 7:22 pm

Today I contacted Time Warner about making a payment arrangement and asking for a extension. I wasi nformed by a representative named Emilo or Emanual that I could not have a extension and I needed to pay in full. Due to my payment schedule and a recent death in the family less then 24hrs ago I explained I would not be able to pay in full until Friday 8/07/15. The representative preceded to inform me that he would not be able to assist me unless I paid in full or paid 50%. I explained yet again to the representative I would not be able to do anything until 8/7/15. The representative then informed me my bill was due Sunday 8/2/15. I explained to the representative that was a Sunday and was then told “Well you should of called Saturday then”.In the past I was granted a extension due to some unforseen circumstances and was treated with great customer service. However this time around I was treated horrible. I asked the representative if I could receive a copy of my contract so this incident did not happen again, as well as maintain a copy for my records. I was then denied with the excuse being he could not send me my own contract. I asked for a supervisor or manger that would be able to assit me and was placed on hold for over 45 mins.By that time another representative came to the line asking why I asked for a supervisor. I prececeeded to explain why I wanted a copy of my contract. The representative then cut me off to inform me I needed to make a payment before I could have my own agreement.At that point I informed the representative that I did not appreciate the service I was received and that I would be filing a consumer affairs complaint. The representative said okay and ended the call. I would like to inform everyone NOT to expect quality customer service from Time Warner Cable.I will continue to inform any and everyone through social media and continue with my complaint to the consumer affairs and BBB.

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Nick Jesson July 31, 2015 at 5:22 pm

About three weeks ago we called to have Time Warner transfer our service from Verizon. We called the residential office and ask for 4 lines that would roll over. We were told no problem that they could do up to 6 lines plus they have fiber optical lines. We set the appointment for 07/28/2015. On that day at 8am the tech called stating he was on the way. A few minutes latter he called back and said he could not put 6 lines in at a residential location. He then told me to call Time Warner business side and order the lines from them. So I called their residential side first and cancelled the order because the tech told me I had to do that first.
We then spoke to the residential side and was told they would be out on 07/30/2015. Two techs showed up and I walked with them to the area they were going to install their system. I noticed the box they opened was the very same one that Verizon uses!!! I ask them what happen to the fiber optical lines that we were told you were going to set up and that it would take 6 1/2 hours to do. Both techs stated that Time Warner does not have fiber optical lines!!! So I told them there was no since in changing phone services if they were going to be using the very same lines that we are already having issues with. At that time I cancelled the order and ask them to make sure that they call Verizon to let them know we cancelled the set up with Time Warner. Both techs stated they didn’t need to do that because the lines would not be ported from Verizon until after the service was set up.
When I came back into our home ALL of our lines were down!!!! So I called Time Warner and told them the lines were down and to make sure that they call Verizon to turn our service back on. We were told that they do not do that and that we had to call Verizon and have the service turned back on. So for the next 9 hours I was on the phone to Verizon trying to get our service turned back on. I was transfer from one person to another person all day long. We were also cut off 4 times and had to call back and start all over again.
Around 4:30pm I finally drove over to the corporate office of Verizon and spoke to a manager. He did some checking and found that even thought Time Warner kept telling us the lines had not been port over from Verizon, that indeed they had been. So the whole day while on the phone with Verizon no one could tell me that. Three times I ask for a manager and all three times Verizon hung up on me.
A few minutes before 5pm I had returned home and once again called Time Warner residential side and finally was told the truth, yes they had our numbers and had had them since the 28th!!!!
Today I have spent over 5 hours trying to get Time Warner to turn on our service. We are now told that there is some type of problem that they have never seen before and they have contacted someone to fix the problem. During the mean time we have lost thousands of dollars in business and who knows how many customer’s!!! If our customer’s call our phone number and it is disconnected then they delete us from their system. In our business, once the customer deletes a vendor you cannot ever get back in!!!
The worse part of this whole NIGHTMARE IS, I called Time Warner residential side at around 8:30am and spoke to Steve and told him everything that had happened. At that time he told me that they can and do install up to 6 lines in residential area’s all the time!!!! I ask Steve to please check and make sure. He put me on hold and when he came back he stated that YES Time Warner instills 6 lines at residential location if ask for. I told him that we had only ask for 4 lines. So it looks like the bottom line is the first tech that came out did not want to do his job so he called me and stated that Time Warner does not instill more than two lines for residential homes! Plus on the 28th Time Warner residential side did not cancel the order like we ask them to. So now we have been without service for two days with a loss of thousands of dollars, plus who knows how many customer’s have already deleted us from their system!!!!
Since there are only Verizon and Time Warner in our area there is nothing we can do!! If someone has any ideals of what we can do to get our service back on please call my cell at 714-932-****. Sincerely, Nick Jesson owner of N.T.D. Electronics

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Nick Jesson July 31, 2015 at 4:50 pm

Three weeks ago we called Time Warner to change our business phones lines from Verizon. We were only changing because Verizon’s lines all so bad we cannot even talk on them. Their lines are so old that there is so much noise on the line that we cannot hear or speak to our customer’s.
We have a home business so we called Time Warner residential to set the account up. They told us we would have to wait 2 weeks. And we were told that they had fiber optical lines. We ask them were they sure about the lines being fiber optical and we were told yes!!! We were also told that the could install up to 6 lines at our resident. We told them for now we only needed 4 line.
On 07/28/2015 the tech called stating he was on the way. Ten minutes later he called back and told us that he could only instill 2 lines and that we would need to call Time Warner business. So at that time we called Time warner residential and cancelled the order. My next call was to Time Warner business service. I told them what had happened and they told me no problem they would take care of everything. Two days later the techs show up and I walked our to where they were going to install the lines. I told them that these are the same lines Verizon is using and that those lines are SO BAD we cannot hear or talk on those lines. I ask them about the fiber optical lines that we were told they had and that it would take 6 1/2 to install. The two techs said that Time Warner does not have fiber optical lines. Therefore I told them there is no reason for them to set you service with them since Time Warner would be using the same lines that we are already having problems with.
Before the techs left

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Brian July 29, 2015 at 4:07 pm

It have been with Adelphia and Time Warner for over 20 years. Tried to get a better deal from webside. Would like to get 200 internet for $55 a month. I cannot get it because it is for new customers. Customer loyalty is out the door I guess. It is sad ! The problem with big company’s is the folks at the top do not get true input from the customers.

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Elizabeth Gillespie July 29, 2015 at 11:27 am

Maybe I’m a freak, but I like Time Warner Cable. I’ve never had a problem except for one time when I had an scheduled appointment and the technician called and said that he was stuck on another job, then supervisor called and stated same, so they were there the next day first thing and I was compensated for my inconvience. Even if I was late with my bill (not very often) I call them, explain situation, and they work with you. Cable does not go out in storms, always a good picture, I’m very happy with them.

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wm. young July 27, 2015 at 7:04 am

i have been trying to grt my cable installes for almost 3 months now.. i even prepaid 729.00 i have been run around , lied to, i am pissed i guess it is time to take legal action…..

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Allison Barger August 13, 2015 at 9:32 am

I am contacting the better business bureau and the attorney general’s office for the exact same thing. I will also take legal action. I have had to withdrawal from online college and won’t be able to start the next semester either since I still have no internet. This means I will be in college longer and won’t be able to provide foe my family as soon as I should have been able to due to the run around from time warner. It is insane how a company can mess with a paying customers life like this. Sad part is no-one can do anything to correct the situation at twc.

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Dayna Dyrhaug July 25, 2015 at 12:09 am

I had a tech come out about mid June to install an update. In the process of the tech connecting the cable to the back of the TV, he drops my TV. It busted up the TV frame and ripped the door of the TV cabinet. A called was made to his supervisor. The supervisor came out, took pictures and assured me things will be taken care of. Well, for over a month now I’ve been getting the run around. Everytime I talk to him, he tells me he is going to get me a new TV and I will be reimbursed for the cabinet (it was custom made by a place that that is out of business now). He said everything is sent to corporate and he will call them and get by with me by a certain time. I’m on round 4 with him and it’s me calling him, he never calls me back. I also have 2 damage claims on record set up separately by customer service. Every time I call for a status, I get operators who act like they care and will get things done. Three of the five I have spoke with on this matter have told me they would do a follow up call with me on the status. Surprise surprise, not one has called me back. I’m soo fed up. Not sure what to do for now, but bug the shit out of them.

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Albrittney July 24, 2015 at 6:02 pm

I hate time warner unfortunately it’s the only thing I can have in my apartment complex my first installation was suppose to have been June 1, 2015 still to this day July 24 , 2015 I still do not have my cable or internet. I’ve been threw 9 technicians and they all have been lazy as hell. It took them over a month to replace my wire which have been damaged. They put it on the wrong side the first week of July and finally put it on the right side this week. The techs coming out now are giving the stupidest excuses I don’t have a ladder to reach your attic and the one that came today said it was after 12 pm and it was to hot to go up there. For this whole almost two months no one said it was a certain time frame for when they could go up in the attic and fix our line. We’ve been out to the store over 10 times in this past month and some change and have called customer service almost every other day to deal with them being rude. Still till this day no cable no anything I’ve been a loyal customer with time warner for years but moving to Charlotte and trying to get time warner has been the worst experience ever once I move and get to a apartment that allows me to have satellite I will be converting because it’s just sorry how the techs are just as lazy as the supervisors.

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Danine O'Donnell July 23, 2015 at 5:42 pm

Dear, TWC
Horrible follow up- I am a brand new customer and the cable only worked for 2 days. I had to go to one of your facilties to exachange for another box and still it is not working and the waiting period is a week. Not having a good customer experience and also the voip is horrid- everytime I talk on the phone I sound like I am in a water tank!
I would not recommend this service to anyone.
-Danine

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John Nguyen July 16, 2015 at 10:58 am

Hi, I was scheduled to install internet last Sunday 7/5/15. The technician came and said that he can’t do anything right now, the construction people have to install the line from the side walk to the electric panel first and it take them couple of days before the can install. Today is 7/16/15 I have not heard anything from TWC I call customer service they don’t know anything and I stop by local office and the said they don’t know anything about construction department. How do I know when they de schedule to install the line?

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jesse hamilton sr July 7, 2015 at 11:15 am

I was promise a gift card when I had the home security installed. my bank account was comprise twice resulting in me getting new checks and debit cards. I do pay my account everytime. I do asks for extensions due to the time I receive my ssi payments. Why is twc afraid to keep its promise to customers who pays their account on time. I have almost of twc services. Other alarm services have assured me that they would keep their promise when dealing with promotional. I am a good and loyal customer why do you refuse to send me my gift card.

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Rhetta July 20, 2015 at 3:41 pm

We’re going to have to band together as a unit to challenge TWC. They do this because they feel they are a monopoly and their consumers have no other choice. Write complaints to your attorney general’s office and the FCC. Perhaps collectively we can get TWC attention.

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Sarah pons July 6, 2015 at 11:02 pm

Hello, I have an account with your company. Have had it over a year now. My complaint comes from a experience I just had, I had paid my bill on the 3rd of July. 152.00. You took the money from my account. Today the 6th of July you once again charged another 152.00. Which has now over drafted my account. I called customer service and was told in so many words that I was lying and that they couldn’t see the second payment. Short end my bank statement doesn’t lie. Your company did charge me twice and I will be calling again and again till this is resolved! Very upset customer!!!!

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Ramona W July 4, 2015 at 8:43 pm

I ordered TWC on June 29th being told all i needed to do was plug my tvs into the cable outlet and service was ready. 3 days later i still don’t have service. The agent neglected to tell me all my TVs need an adapter or a cable box. I went to the local office and still got incomplete equipment (including NO remote controls). The outside installer still hasn’t arrived. Day 1 i was told ge would be here by 9 pm. Day 2 i was told 7 pm. Day 3 they say “its an all day appointment and there is no specific time”. No cable, no home phone, no internet…. But ive paid $200 already.

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Jerry July 6, 2015 at 7:36 pm

Welcome to TWC! This is the kind of service you will be getting from now on as long as you remain a TWC customer. I had TWC for a while and the only reason I’ve kept it this long is that I got tired of switching providers. However, I will be changing again soon. I’m so freaking fed up with TWC. My service has been interrupted a countless number of times just in the last 2 months. I’m lucky if it stays on all week. The mistake I made was to get in on that bundle….trust me you do not want to put all your eggs in one basket. I will never make the mistake of giving one company all that power. The cable internet is fast but what good is it if you can’t depend on it right? So if you are a new customer then you better take it from me and get out now. I will be splitting my services from now on. I’m getting Dish Network TV, and will try to get AT&T phone service and maybe internet. I think it is a little slower but at least people say it is reliable. Good Luck, Jerry

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C. Palm July 2, 2015 at 10:30 pm

I have always said that TWC Customer Service and billing are bad and my most recent experience confirms it yet again. They billed me one price which I paid, then saw my current statement that says “Unpaid balance 7.07″. Really? Huh? TWC billed one price and now they say I owe more? So I called Customer Service, got the runaround from a rep. who only gave lip service, did not solve the problem much less even explain the billing problem…she had no solutions, had no intention of resolving the discrepancy…said she was going to get a Supervisor who NEVER came to the phone. Bad billing. Bad Customer Service. That’s TWC.

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Dave June 29, 2015 at 11:48 am

Went on vacation to have our son call and tell us the internet was down. Had him do the normal things of disconnecting this, connecting that and cross wiring everything in between. Not any which were the solution. Contacted TWC on our return and was told our service had been disconnected. “Can you explain what disconnected means?” “Yes sir, we have a work order here authorizing the disconnection of your internet service.” Now I understand and did before I asked. I have been trying for two days to find out who authorized it and why. Have received the proverbial run around with one individual telling me it had not been disconnected. The only way they could reconnect was to buy into a different package. Their fault, my problem! Asked why I had to buy a different setup and was told the one I had did not exist any longer. Ok, can’t you just turn the internet back on since I still have cable under the old package? Live in the country and they have me over a barrel since no other service comes out this far. Would have dumped this outfit years ago!

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vivian stafford June 24, 2015 at 1:54 pm

I called to cancel to my service because of the continued increase billing and I no longer wanted the service. Wendy the customer service person puts me on hold for 2 minutes with package offering that I didn’t ask for or needed. When I tried to speak, we talked over me therefore not listening to what I had to say. Then put me on hold again for another 3 minutes saying she working on my account. She kept asking my questions that had nothing to do with me canceling my service. I was trying to be nice, but she became rude. 10 minutes on the phone and she still wanted to put me on hold to work on my account. Always a problem with Customer Service, and there are always increased fees. I paid my account on time every month, but it over! Can’t do it don’t want.

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Crystal June 24, 2015 at 9:20 am

I have been battleing with TWC for aver two years, I moved and it took them about three months to get my phone number to trasnsfer and seeing how I worked from home I lost quite a bit of money. I would spend several hours on the phone with reps that said they would look into it and get back to me, but never did. Finally, after hours and hours of frustration I finally got my phone number back. OUr service has been terrible though every since we got it, now I am going through it again, my wi-fi is not working and we constantly have to reboot our DVR boxes and loose cable service. So they talked me into getting the home DVR service the tech came out yesterday and hooked it up guess what still had to reboot boxes 4 times, wifi still does not work and I had to call them back 3 times. Not one rep could get sound on my TV or fix the wi fi, but they were ALL very persistant to know when I was gonna pay my bill and I let them know when my servive started working. They also told me I should go to Best Buy and buy a moden for $40 or $50 and that might fix my wi-fi…… I thought that is what I was paying them for!!!!

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kd gilmore June 22, 2015 at 9:33 pm

William answered did not say anything for a brief sec. then he said i could go f*** my mother. we had been disconnected several times. i asked him what he said to me and he said he was sorry but the call from me came in before he could finish what he was saying to his coworker. I asked to speak to the Manager . Joe got on I told him that William had just said something very nasty to me . He dismissed what i was saying then just kept repeating that i needed to pay a deposit. i said i would but i wanted to speak to some one above him he said i could not. that he would listen to the recording later. He continued to dismiss me and i told him i would try and take this higher. and ended the call

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P S June 22, 2015 at 8:44 am

This company is the only one that services my area…and they know it. They provide no service, no customer service, have no idea what they are doing, and don’t really care about anyone or anything. They charge you for services you don’t get, then don’t do anything to fix the problem. I have spent in the last 3 weeks a total of 8 hours on the phone, and 16 hours at home waiting for their idiot employees to come out and do nothing. The last guy left and said, and I quote, “there is nothing else I can do”. They are allowed to carry on this business and nobody does anything about it. What a joke.

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Lambwe Munyama June 21, 2015 at 10:10 am

This company is full of people who don’t know what they are doing. I recently moved from Addison to Dallas & I notified them about my change of address. I also had a legal name change so I went to a TWC office to show my ID with my new name & my old ID with old name. My info was updated I was told that a technician would come Saturday. The Tec never showed up so I called to ask why he didn’t show up , I was told my account was cancelled. My account was cancelled ‘coz of my name change. That is discrimination. I don’t think I did anything wrong. Thousands of people especially women (due to marriage) change their names every year. I will get to the bottom of this.

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happy customer June 18, 2015 at 8:53 am

I had just buried my husband was talking all over the place having billing issues due to vacation hold i demanded a supervisor my representative said allow me the time to assist you in resolving your issue she was patient empathetic assisted me in resolving the issue stated that 7 previous representatives didnt and stated on behalf of twc please accept our sincerest condolences and she followed back up with me two weeks later to ensure all was working well and asked if I was OK not all was bad I hope I get her again in the future thank you Sandtina E215547 (hope spelling is right) excellent representation of how customer service should be provided

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lisa June 17, 2015 at 7:24 pm

I’m writing you know to let you know that being a 30 year customer i have been violated by this so called company.I’ve called so many times i lost count Today I’m at the end of my rope. I ready to contact an attorney,action five news Carl Monday, stand on the corner with a bill board to let people not get TIME WARNER CABLE. This problem has been going on for over a year.we have been paying for internet at 54.00 plus u.s. dollars. up graded service and doing so they never told me they had to install a new modem.I didn’t even know that it mattered . So a whole year goes by with poor internet feed. Putting up with the kids screaming there games glitching freezing up ect…….. Then they have enough nerve to have people call you to do a bundle you say no and they will keep going, till you wish you were there to shack the life out of them.any ways they took over 650.00 from my family knowing what equipment we have in our house was not right for what we paid for they solution was to give me a 50.00 credit,i said screw that ,think again.that’s still an on going issue that is not been resolved, do to the shitty equipment they give you like my broken box that i have received after two other trips to to cable company and two other broken boxes. then the time involved on the phone checking for the signals ect…..And i mean hours and to people who cant even speak or understand English . when does it stop I THINK NEVER.So today i was to have service call no show.. So i called back this special group called team Emma at1 800 617 4311 x2541427 who made this appointment and of course you never talk to the same person, got a hold of team Danny and they assured me someone would be calling me in an hour to tell me when they would be there today and no show. So i called and i have to wait till Saturday Isn’t that just ——- great.I’ll let you all know what happens then. I wish i could switch be I’m in to deep they owe us,AND THEY WILL MAKE RESTITUTION

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Debi June 16, 2015 at 10:40 am

Worst customer service and Technical service EVER!!!!!!! I have not had any ON DEMAND Channels and I do not have HBO ON DEMAND channels since June 8, 2015. I have called numerous times. They have sent signals to my equipment and sent a Service Tech on June 13! Service TEch checked out all my lines and it is not on my end. He told me that TWC is the WORST ever!! And that no one in the company knows what they are doing. The right hand doesn’t know what the left hand is doing. I called after he left and was put on hold for over 1 hour. I called again today and was told that there is a problem that the Service Group Discovery Department was working on. But I was told I could not get there phone number nor could I speak with them. I told them that I will now think about filing a claim in SMALL CLAIMS Court as TWC entered into a contract with me and they are defaulting on the contract by not fixing the problems in a timely manner.

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Cynthia June 15, 2015 at 1:28 pm

Dear Mr. Britt and Mr. Marcus,
As the CEO and COO respectively, I hope that you are reading the comments being posted. Perhaps your largest revenue stream doesn’t come from your internet services, or any one of your other services. And perhaps you really don’t give a damn about all your customers. I sincerely hope that this is not the case. But my guess is that if you bundle all the services together and multiply by the number of complaints that I see here which statistically are less than 1% of non-reported complaints, you surely can admit you have a problem. So fix it, please.

If you are still reading this post, I’ve had a problem with my TWC modem since it was installed along with my home security system. I reported this 6/10 had to wait 3 days for a technician and then spent all Saturday afternoon watching him try to fix the problem to NO AVAIL. He was supposed to come back this morning with the original tech. Didn’t show. I now have to wait until TOMORROW for help. I work from my home. And thanks to TWC, I have not been able to work for 5 days. I was given a whopping $20 rebate since I could not use the internet. So against my firms’s day rate, TWC now only owes me $12,480. Please tell me, who is going to make that up???

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Tonia June 7, 2015 at 8:11 pm

Not all of the reps are assholes but majority of the ones that I spoke with are!! I was also stiffed on the $200.00 Visa Card. I was double charged and my account was double drafted. I am charged every month for a camera that I do not have. I have reached out to corporate and it has been at least 2 weeks and no response. I am being lied too with each call. I hope At&t gets there Uverse services in my area in a quick fast and a hurry.

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Christopher Gill June 4, 2015 at 5:35 pm

Just checking back here here. Same stuff,…. they suck! Don’t bitch to much though, they will retaliate by trying to double bill you or some other nonsense. Been there and they started hassling me as if calling them isn’t enough to give you PTSD. Comments the same- WORST CUSTOMER SERVICE ( if that’s what they call it). Horrible corporation!

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michellep June 4, 2015 at 3:32 pm

Worst customer service and the intelligence home department. I was cheated out of a tablet now my reward card. I was told i would receive it so i don’t pay out of pocket for the equipment. And now i have to pay. only one lead supervisor was pleasant. But the rest and supervisors have the worst attitudes. They don’t have experience dealing with customers dont listen to my needs and what i’m asking for. 80 percent of employees should be retrained. I am the customer and with out us as customers you don’t have a pay check. You act like robots LISTEN and respect us. I believe if you don’t have a pleasant attitude while assisting customers you should not be in this types of positions or have job. Please hire employees that need a job not a pay check.

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Tonia June 7, 2015 at 8:19 pm

Michellep I agree with your statement about the reps needing to be retrained!!!!

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Rachel June 2, 2015 at 9:24 am

Abysmal Customer Service. One of the worst in the industry. Awful, horrible agents that don’t kow the first thing about customer service. Customer Centricity gets a big fat zero. They put no focus on the customer, as it’s apparent with their call center people and how they treat customers. Every call it’s a guaranteed hour of your time, which is a monumental waste of my time. Their agents are not product experts, their so called billing system makes errors intermittently and it can never be properly explained. Spoke with “Markita”, which did no good. Where do they find their agents? Everytime you get a different answer, guaranteed. Awful!

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Psakal June 3, 2015 at 6:36 pm

I think everyone should get together and file not only a complaint with better business , federal communication commission and a class action law suite.

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Sherry May 28, 2015 at 4:25 pm

TWC has the worst customer service of any company I have ever had to deal with. We have been TWC customers for over 15 years. In January 2014 they did their typical and raised our rate again, so I called and was given a 12-month “promo” rate. Well, guess what — the rate went up again 2 months later. I have called every month for a year, visited a local store, and tried live chats to get our account straightened out. Of course, every time you call Customer Service, you get a different agent in some distant place, so I have to rehash the problem over and over again. I finally got someone in April to agree we were due an $80 refund, but it hasn’t been posted to our account yet. All we get are delinquent notices and threats to disconnect our service even though we make our regular payment every month. I tried today to get the name and address of the person responsible for customer service in my area, but of course that is not available. Like they’d have to kill you if they told you. Soooo ready to switch to DirectTV!

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Renee May 26, 2015 at 9:35 am

I have been a TWC customer for several years. Each time I call to make a change or do anything to my account, it always results in numerours follow up calls to correct the issue. Billing is always incorrect whenver I make a change. They screwed me out of a $300 visa gift card because they messed up my billing and took over 3 mths to correct it. As soon as I can get dish hooked up I am done with TWC. Worst customer service EVER!

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Willie Hinton May 20, 2015 at 11:28 am

Time warner installed a new cable at my home December 2014, I have called the local office at least ten time requesting that the cable be buried. I need help getting this cable buried.
Willie Hinton **** Canterbury Solon Ohio 44139.

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Gavin Brwon May 15, 2015 at 7:39 pm

First of all, I have been a Timewarner Cable customer for about 8-years. Customer Service is the worse we have ever experienced. Timewarner doesn’t treat their old/long -term customers like they treat you on the first day you receive services. Every year our bill goes up and the services get worse and worse. There are days when the Cable box just shuts down in the middle of a program. The internet has got worse. On top of that try paying for something you don’t have. For years we were charged for services we were not receiving.
We upgraded our packages to try and get better services and was quoted a rate that we agreed to and then the technician left a box out, which his supervisor said he could have called someone to meet him to get the additional box. Well, that did not happen so we didn’t receive it. Furthermore, it took over a month to receive the additional box but it raised our rate an additional $30.00. Which was another mistake on Timewarner. We probably have talk to about 7-8 different people who said they would help us and correct the mistake of the customer service rep and the technician. Well, what we got were a bundle of lies and false promises. And to add to that, the worse customer service we have ever experienced. Timewarner cable is one of the worse companies I know of and I will make sure everyone I know and even people I don’t know, know this as well. Today will be the last day they get another cent from us. Moreover, we thank GOD for Uverse being offered in our neighborhood now. Even if it was not offered as of today, I would rather not have anything if it had to come from Timewarner cable.
Lastly, I will be on all social networks spreading the word about timewarner cable and I will also be reaching out to the local news stations as well.

Regards,

Gavin Brown

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Tonia June 7, 2015 at 8:20 pm

Gavin – I am waiting on Uverse as well!!!

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Amy May 14, 2015 at 12:56 pm

I am beyond frustrated. I have been waiting for a tech to come to my address and start service. 30 minutes before, a very rude woman, Lisa, contacted me and said it was cancelled. I called back, the usual 10 minute holding, and the rep told me I owed 152.00 from an address a year ago. Not only that, I never received nor remember owing that. After that address, I moved to another address and had service. They started it, with no issues Never mentioned a past due bill?. I sat on the phone 3 days ago, to begin service at another residence, and nothing was mentioned. This was a hour long call as usual. Now, thirty minutes before a tech comes, they call me with this. I have been waiting. They have no information about this random bill, and now tell me to go to local office. I am beyond angry. Hopefully Verizon comes in my area soon. I am done with them.

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Wheeler May 11, 2015 at 5:32 pm

Last comments apparently deleted…so no thread. Overall, service was to start April 15, 2015. Now it’s May 11, 2015 and still unacceptable service. DVR’s not working properly. 6 service techs and completely documented numerous phone calls. BTW Important sounding OFFICE OF PRESIDENT or EXECUTIVE RESPONSE TEAM is speak for a technician. Nothing more!! Spoke with REGINA to cancel service. FIRST, I’M NOT paying for someone to pick up equipment that doesn’t work. I live 40 min from return office – HELL NO! I’ve had TWC internet for 20 years, now that I cancelled service – raising my rates!!!!!!! So I ask to speak to her supervisor – was told there is nobody!!!!! WOW!!!! Hung up and received a call letting me know that my bill ( I was told by VONDA on April 16, would be comped as within my 30 day $ back guarantee) was past due!!! Delete my comments again, I”ll keep posting my frustration!

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Marilyn May 7, 2015 at 12:41 pm

I have rarely had the kind of service problems that I have experienced with Time Warner Cable. They were ineffectual in helping to resolve my problem and as of now I have no phone service at all in my home office and do not seem to be able to find a time when they can resolve the issue. Not only that! The service man who came to my home without calling or letting me know he was coming, spoke to me on the phone through my housekeepers phone and he said that he would come back at 3pm to meet me. He did not come back and he wrote in his notes that I said that I didn’t know whether I wanted the service or not. Of course, porting my phone line already from my previous carrier would mean that I was unsure if I wanted the service, right?

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Sarah May 6, 2015 at 12:53 pm

I am very disappointed in the customer service department and with the horrible customer service I have received by Time Warner. I made a payment on my husbands closed cable account from 2010 on March 10, 2015. I was promised a receipt/ statement would be mailed to me as proof the item was paid. 2 weeks went by and I still had not received anything in the mail as promised. I called back March 24, 2015 and was told they do not have anything that can be mailed to me because the account was so old. Frustrated, I asked to speak with a supervisor. This particular supervisor was very rude and refused to give me his name. He told me that statements are not generated until a certain time in the month (which is completely understandable) and I should receive it within 2-3 weeks and he will do his best to expedite it. He gave me a “confirmation number” and said he would call me back as soon as the statement was mailed out. I very much appreciated this even though he was rude as can be.Today, May 6,2015, I called back because I still have not received a phone call from that supervisor or a receipt. I gave the very nice lady whom I spoke with,Betty, my confirmation number, which she told me wasn’t even a valid confirmation number and there was nothing on my account, according to her about the supervisor whom I spoke to was and the notes he said he put in weren’t there.. She was able to tell me that a request for a statement to be mailed to me was put in and denied. She told me there was no way for her to print me anything and apologized for all of my problems I have had with the company. She then transferred me to a supervisor and after being on hold for an hour I hung up. I will be contacting a higher up to help me resolve this issue. Obviously if your “supervisors” give out confirmation numbers that aren’t valid and say they put certain notes in the account that were never put in, something is wrong. I personally have never had Time Warner and never will after this experience. All I am trying to do a remove a collection item from my husbands credit report and I cant do so without something from Time Warner showing it was paid. Im sorry your that some of your staff has been poorly trained and does not know how to be truthful. I wish this company the best of luck with keeping happy customers.

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MARK RUBIN May 4, 2015 at 12:30 pm

so many times I have complained in the last month…I have been blocked on your facebook accounts, but no one will even contact me. I have complained to the fcc. locally they seem to have blocked my number. i cannot get through.for the 100th time..in march YOUR SUPPOSED CUSTOMER SOLUTIONS dept.made an agreement with me. I would pay $200+ on april 8 & TWC would send me a postcard for a $300 gift card. I agreed to not cancel my service.I did what I promised TIME WARNER did not. I am told the conversations are recorded..Please find mine and listen.Your solutions center has refused to even let me speak to a supervisor..1 person said there was no supervisor. Another one told me WILL would call back in 24-48 hours. Did will call you? He never called me.It has been almost a week since that lie. on ur facebook someone named Stefphanie blocked me this AM..JAY & JORDAN on the other TWC blocked me too..WHY DO YOU JUST LIE TO YOUR CUSTOMERS???? i AM IN CLEVELAND OHIO..MY NAME IS MARK RUBIN. MY HOME PH IS 216331****..UR SERVICE..MY CELL IS 954 309 ****…I REFUSE TO PAY ANOTHER PENNY UNTIL U COMPLY WITH YOUR FIRST PROMISE……

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Amy May 14, 2015 at 12:58 pm

I never received my 300.00

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Renee May 26, 2015 at 9:40 am

They screwed me out of a $300 visa gift card as well.

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Jeanna Hubbard May 4, 2015 at 9:03 am

After 3 months of technical support issues, countless hours on the phone with TWC on a daily basis, contact with over 30 employees, and multiple “undisclosed charges” being added to my bill every month, I have finally decided to no longer be a TWC customer after years of service. I have escalated my issues as far as the office of the president. In which, Mr. Marcus, has refused several requests for me to speak with him regarding his careless and rude employees (reps, supervisors, techs, etc…). Mr. Marcus does not care about his customers what so ever. Each and every employee there will lie to their customers, tell them what they want to hear just to get them off the phone call, won’t notate their account with truthful notes regarding the conversations they’ve had, etc… This company is nothing but CROOKS! They do anything and everything to get their bonus money and that’s ALL they care about! They’re liars, thieves, and cowards. I have never dealt with such hypocritical customer services individuals in my life. I have never been so disappointed and disgusted with a company. I will NEVER be a TWC customer again. The BBB, social media, and Howard Aine will all be contacted regarding the mistreatment and unprofessionalism of this company. Thanks for doing everything in your power to screw your customers!

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Maria Toledo May 2, 2015 at 10:11 pm

I am very upset with Time Warner. I ordered the fight of Mayweather vs Pacquiao on Pay Perview today, 5/2/2015. I have company over waiting for the fight and still no fight. I have called cusomer service, to inform them and have yet to resolve the problem. At one point the representative said, she will call use back in 15 minutes, it’s been an hour and no call back. I will be canceling soon

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Lisa May 1, 2015 at 12:01 pm

I had the worst experience today with one of your customer service reps over the phone. Her name was Tanya, ID No. C215978. I tried explaining to her that I just finished chatting with an agent, Nick, who was very nice by the way, and advised her of what he told me. She proceeded to cut me off, speak over me, she had hatred in her voice, was very sarcastic and she wouldn’t let me finish what I wanted to say. Instead she would say, “you’re only telling me half of the story” or “I’m trying to explain to you but you don’t let me speak” (at this point I started cutting her off because she was so rude), then she says “I’m trying to look up your services, before you interrupted me”. Who does that? I don’t want her fired, just spoken to or given a warning to be nicer to customers. My bill jumped from $200 to $271… I was just trying to find out why and to get a better deal. Thank you for taking the time to read this.

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Sylvia Landau April 30, 2015 at 7:51 pm

I received a bill that was an error in the amount of $297.95. It was 3 times my usual monthly bill. Michael at ext. 1462963 promised me that an adjustment would be made. I sent a check in the amount of $151.16 that he told me was the correct amount. In also received a call from Sabrina Mojica who assured me that corrections would be made. I received a bill on line from Time Warner today in the amount of $297.95.
Apparently this was not resolved. Both Michael and Sabrina assured me that this error would be adjusted.

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Geniese Janoski April 21, 2015 at 4:38 pm

I am sending you this E-Mail to Inform you of the very poor Customer service I received in one of your store locations- 1525 Old Trolly rd. Summerville Sc 29485 The name of the Rep who was assisting me name was Ny. I cannot locate the store phone # in order to report her to Mgmt of that store and was told by “Ny” He was not available. My acct #202046443904001 If you check my account you will see I alway’s paid my bill in a timely fashion and considerd myself a “Good” customer. The conversation between me and The Rep. “Ny” was I was simply asking for her assistance in helping me to reduce my pkg. U have a special need’s child and could no longer afford the 174.00 I was paying, She not only said she couldn’t help me I had to call the 1-800# she shook her head in what they call “Ghetto” style at me while asking if I needed wireless Internet, I didn’t understand what she was saying so the more questions I asked the ruder she got I then pleaded with her to not argue with me, just so she would stop going on and on…So by this Time I was then very Upset and was runing out of patience with her so I said well if I can’t get help then I will disconnect and switch to Direct Tv, she then said “Do what you want to do” and asked for the bill amount. I am now a Direct Tv customer! This person I feel need’s some type of reprimand for the poor customer service she give’s and maybe some re-training. I have been a Time Warner customer consecutive for the past 2yr’s and before that I alway’s went to Time warner before any other provider’s throughout my life. Please contact me at jano****@yahoo.com I just feel sick about this and need reassurance this person was at the least spoken to about her poor attitude, Sincerely and Unfortunately no longer a Time warner cable customer, Geniese Janoski

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Wheeler April 16, 2015 at 5:00 pm

Time Warner Employee “Ben” was my tech at 4PM today. He was a 180 from my previous post. He was well dressed and even wore booties over his shoes. He arrived promptly and it took him a matter of 20 minutes to get service working. He informed me of the functionality and services inherent to my DVR’s. I actually received my phone number this time. Sad that what should be the norm, has me so impressed. Don’t doubt that my experience before 4PM today was unacceptable and needs addressed immediately. I’m anxiously awaiting my call from executive services tomorrow.

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Wheeler April 16, 2015 at 11:55 am

My appt was Wednesday noon. Tech on time. By 6pm after exhaustive phone calls,being told I would have a 3 day wait for service and a day WITHOUT PAY for me – incorrect codes were blamed. Felt sorry for James so,soft drinks, a free cigarette and a now missing lighter later… The tech said he was going to another call & would return. He forgot his tools, therefor returned an hour later. Tech said he’d return by 8:30 PM to finish job. SHOCKER – he never came back! Left 4 DVR’s and other equipment on my floor. I called TWC and a ticket was put out by Alicia for a return to job asap. SECOND SHOCKER – it’s now 10:30 PM and nothing. Spoke with Brandon at 10:36 PM, Put on hold. It’s now 10:45PM..Now speaking with Angie, who is delightfully helpful in a sea of crap. She said that she would forward the info to management. Now Thursday morning and nothing. 3phone calls & run around happening. When I asked to speak to a spv, Reggie just put me on hold until I hung up, Marion gave me a ticket number and I was told I’d recv a call within an hour. Person called and told me nothing could be done as tech office closed today. Spoke with a lady who then acted annoyed that I refused to accept waiting another day for a tech. SUPPOSEDLY a tech will be here today at 4PM. So 28 hours later…Where’s my call from management? Nobody even seems concerned that I have 4 pieces of equipment that I would be charged $500 a piece for if I didn’t return it. Customer service at it’s best? Switching to Dish TV apparently.

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Elizabeth Milliken April 14, 2015 at 6:28 pm

Since I do not really know who to contact, I am hoping that this email finds its way to the advertising department.

This is not really a complaint, just a observation/suggestion. I am writing about the commercial where the little girl throws the coin in the wishing well and wishes for a puppy. At the end of the commercial, I think it would have been better if the mother asks: “where is the nearest shelter?” instead of asking for the nearest pet store. Her pet store question just turns me off to the entire commercial. With all the “throw away” animals in our shelters, it would be nice to recognize that they need adoption and this ad just might have worked for some of those desperate animals. Like I said, not a complaint, just an observation. Solution: re-shoot the commercial and change it to shelter.

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