So we have been having some issues with our service from Time Warner Cable. I love using chat for customer service.
However using chat is and always will be a roll of the dice:)
The following is the transcript from my latest adventure with TWC customer service:
Analyst Dave is here. Status: Working
Close
User TONY_ has entered room
Analyst Dave has entered room
Analyst has left room
Dave]]>Thank you for contacting Time Warner Cable. At the end of our chat you will be given the option of taking a brief survey. My name is Dave and I would be happy to help you.
Dave]]>Thank you for waiting.
Dave]]>Hello. How are you doing today?
TONY_]]>I am doing fine. I was looking at my bill for this month.
Dave]]>Good to know that!
Dave]]>Okay
TONY_]]>Before I pay it, I am waiting to hear back from TWC on a potential credit.
TONY_]]>I have not heard anything for a few weeks.
Dave]]>I apologize for the inconvenience caused to you.
TONY_]]>The last rep I spoke with, stated they would enter an escalation ticket for me.
TONY_]]>That was weeks ago
Dave]]>Okay.
Dave]]>I will be glad to provide you with the required information.
Dave]]>Please let me check on that.
TONY_]]>Cool
Dave]]>My Pleasure.
Dave]]>Thank you for your patience.
TONY_]]>No worries
Dave]]>Okay
Dave]]>Thank you for your patience.
Dave]]>I have successfully removed the credit for Installation. It will reflect into next month bill.
TONY_]]>What is the credit for installation? Do you mean the charge I received for installation?
Dave]]>Yes, Correct.
TONY_]]>How much was that charge?
Dave]]>$29.99
TONY_]]>So for months of sub-standard service and repeated service trips to my home you are refunding me $29.99…
TONY_]]>If you check the records you have sent technicians to our home multiple times.
TONY_]]>This has been a documented and ongoing issue.
Dave]]>I understand it.
Dave]]>Yes, I see the notes.
Dave]]>May I know at what date your service were resolved?
TONY_]]>Dave, is english a second language for you? Because I am not sure what you are asking.
Dave]]>Sorry for misunderstanding.
Dave]]>Please allow me couple of minutes.
Dave]]>I have seen into our records.
Dave]]>You were having issue from 11/06 to 11/18.
TONY_]]>Service at our new address began 10/01/2013. It was noted that we have had issues since that initial installation date.
Dave]]>Okay.
Dave]]>Let me remove the charge from the account.
TONY_]]>Which charges my friend?
Dave]]>The Service which you have not received.
TONY_]]>Ok, what is the amount you will be removing?
Dave]]>Please allow me couple of minutes.
TONY_]]>Sure thing
Dave]]>Thank you.
Dave]]>I appreciate your patience and apologize for the delay in response.
Dave]]>I have applied credit of $81.51 + $29.99 for Installation charge = Total Credit $117.36. Which will reflect into next month bill.
TONY_]]>
Thank you. Have a great day.