Today I Learn… I make a point of learning something new everyday. This is what I learn each day

1, Aug 19, 2010

My Experience with Time Warner Road Runner Service

Filed under: work — Tags: , — admin @ 12:52 am

We have been out of internet service since last weekend due to the broken modem. I contacted Time Warner about it and was told that a technician would come over today between 5 to 7 PM, the earliest possible date.

Since my daughter has piano lesson on Thursday at 5, I called yesterday to see if they could narrow the window to 6 to 7 PM.

First of all, it took me over 30 minutes to finally get hold of someone over the phone. The Time Warner guy told me he could not change the window. If I could not make it, he could get me some other day. That seemed to be the last straw. I had already waited for a few days and he still would not be flexible enough to accommodate me.

I told him I was going to close my account and look for other high speed internet services. He told me he would connect me to their customer service girl, who proved to be worse than I imagined.

She said, “You are free to go to other companies, but you will have to wait for several days no matter where you go. You can’t just get it whenever you want.” Though she yielded to my request a little bit and pushed back the window for today, her attitude was far from apologetic and friendly. In fact, her attitude was so unfriendly that I felt like having tasted something worse than anything you can imagine.

We have been Time Warner customer for many years. This is the first time their modem gave us trouble. Had I looked around for other companies this Monday instead of waiting and calling for a change of time, I could have avoided such an unpleasant encounter with Time Warner folks. Now I learn my lesson.

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