LocostUSA.com

Oh GEEEZ, someone just shoot me in the head please.

This is a transcript of a chat with TWC trying to change my service.

info: at 19:20:38
Thank you for contacting Time Warner Cable. A representative will be with you shortly.
info: at 19:20:40
You are now chatting with Lucas.
info: at 19:20:40
** 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. **
Tommy: at 19:20:53
I want tv and internet and get rid of my home phone
Lucas: at 19:20:57
Hi. Thank you for contacting TimeWarnerCable. Home of the best triple play offers. My name is Lucas. How may I assist you in getting our services today? By the way, just in case we get disconnected. Please provide a callback number.
Lucas: at 19:21:23
ok. Can you provide your account number so I can check first Tommy?
Tommy: at 19:21:49
XXXYYYYXXXXYYYY
Lucas: at 19:22:00
Thank you.
Lucas: at 19:22:08
Give me a moment to check Tommy.
Lucas: at 19:23:22
Can you validate your 4 digit pin number?
Tommy: at 19:23:35
XXXX
Lucas: at 19:24:28
That is incorrect Tommy. Can you provide the last 4 of your social?
Tommy: at 19:25:02
XXXX
Tommy: at 19:25:17
the XXXX is the customer code on my bill
Lucas: at 19:25:29
Thank you Tommy.
Lucas: at 19:25:58
ok so you just want cable and internet and remove the phone right?
Tommy: at 19:26:37
yes please. standard internet works well for streaming and the stuff we do. Think standard or preferred for TV
Lucas: at 19:26:49
ok
Lucas: at 19:27:04
How many TVs and should we also add DVR service?
Tommy: at 19:27:21
2 tvs no dvr
Lucas: at 19:27:33
ok
Lucas: at 19:27:49
Give me a moment to arrange it all for you.
Tommy: at 19:28:14
how does this price out compared to some of the packages
Lucas: at 19:28:19
Is this for an self install or do you need a technician for this to install the new TV?
Lucas: at 19:29:09
I will put an a la carte price first for the TV and I will get a customer care agent to remove the phone so that you will be rebundled with your Standard Internet and your Preferred TV.
Tommy: at 19:29:15
I think it's pretty straight forward. our house is prewired for cable
Lucas: at 19:29:40
I can arrange this to be 1 box and the other on digital access will that be fine or should we go with 2 boxes?
Tommy: at 19:30:03
i don't know the difference. what is digital access
Lucas: at 19:30:36
I will explain after I have arrange it for you. Give me a moment Tommy thank you.
Lucas: at 19:33:14
ok so basically what will happen is just 1 box for your main TV and the other TV gets digital access
Lucas: at 19:33:40
That will save you some equipment cost but if you want 2 HD boxes I can apply a discount for it
Tommy: at 19:33:52
don't think it's needed
Lucas: at 19:34:04
ok so just 1 box right?
Tommy: at 19:34:16
yes
Lucas: at 19:35:02
ok. Let me arrange this all for you first and I will give you the details.
Tommy: at 19:40:31
still there?
Lucas: at 19:40:48
yep. I am still working on your order Tommy. Give me a moment please.
Lucas: at 19:44:05
ok I am about done.
Lucas: at 19:44:32
No install charges. You may pick up the self install kit that will include the cable and ports and the 1 HDbox with remote.
Lucas: at 19:44:37
within 5 business days.
Lucas: at 19:45:00
Please stay on the chat session while I get a live customer care agent to remove the phone.
Lucas: at 19:45:15
ORDER#:124974003
Tommy: at 19:45:21
cost for the package?
Lucas: at 19:45:25
here is the working order number for this request.
Lucas: at 19:46:17
The package for PREF TV is 49.99 with 6.98 for the box only. Now once customer care repackages the package you have They will apply a new bundle which will have this cable setup and your standard internet.
Lucas: at 19:46:48
ok. Please stay on this session while I get a live customer care agent.
Tommy: at 19:46:55
ok
info: at 19:47:38
Please wait while I transfer the chat to the appropriate group.
info: at 19:47:43
You are now chatting with Sarah.
info: at 19:47:43
** 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. **
Sarah: at 19:47:53
Hello. How are you doing today?
Tommy: at 19:48:30
very well and you
Sarah: at 19:48:40
Glad to know that.
Sarah: at 19:48:43
I am fine. Thank you for asking.
Sarah: at 19:48:45
How may I assist you today?
Tommy: at 19:49:21
I'm trying to find out a price for a tv and internet package. It's time to get rid of the landline phone I think.
Tommy: at 19:49:40
ORDER#:124974003
Sarah: at 19:49:48
Okay.
Sarah: at 19:49:53
Please help me with the account holders full name and complete address associated with the account along with the Zip code.
Tommy: at 19:50:14
Thomas Samuels
Tommy: at 19:50:24
9264 Moreto Circle, Summerville SC 29485
Sarah: at 19:50:29
Thank you.
Sarah: at 19:51:23
I have checked the account and it shows that you are under a bundle promotion so removing phone would break the promotion and cause the rates to go to retail.
Tommy: at 19:52:00
The prior chat mentioned that you could re-bundle me
Sarah: at 19:52:02
Kindly contact our phone support team and they will remove phone from the account and rebundle cable and internet service.
Sarah: at 19:53:42
Please accept my apology for the miscommunication. Being a billing support, we do not have necessary tools to apply promotions..
Tommy: at 19:54:14
so now what? Am i back to square one after more than 1/2 hour in a chat
Sarah: at 19:55:28
I wish I could help you but I do not have necessary tools to remove phone and re-bundle service.
Tommy: at 19:56:04
can you transfer the chat or what do I do next... other than call DirectTV
Sarah: at 19:57:14
Kindly contact our phone support team at 1-877-566-4892 and they will assist you.
Sarah: at 19:57:32
I have made necessary notes on the account.
Tommy: at 19:58:18
SMH
Tommy: at 19:58:23
thanks for trying
Sarah: at 19:58:59
Is there anything else I can help you with today?
Tommy: at 19:59:24
guess not
Tommy: at 19:59:27
thx
Agent is typing...

Tommy: at 19:52:00
The prior chat mentioned that you could re-bundle me
Sarah: at 19:52:02
Kindly contact our phone support team and they will remove phone from the account and rebundle cable and internet service.
Sarah: at 19:53:42
Please accept my apology for the miscommunication. Being a billing support, we do not have necessary tools to apply promotions..
Tommy: at 19:54:14
so now what? Am i back to square one after more than 1/2 hour in a chat
Sarah: at 19:55:28
I wish I could help you but I do not have necessary tools to remove phone and re-bundle service.
Tommy: at 19:56:04
can you transfer the chat or what do I do next... other than call DirectTV
Sarah: at 19:57:14
Kindly contact our phone support team at 1-877-566-4892 and they will assist you.
Sarah: at 19:57:32
I have made necessary notes on the account.
Tommy: at 19:58:18
SMH
Tommy: at 19:58:23
thanks for trying
Sarah: at 19:58:59
Is there anything else I can help you with today?
Agent is typing...

_________________
Too much week, not enough weekend.

OOPS I did it again
http://www.locostusa.com/forums/viewtopic.php?f=35&t=17496

Blood Sweat and Beers
http://www.locostusa.com/forums/viewtopic.php?f=35&t=15216

I can sympathize with your plight. If you had Comcast you could talk for much longer and get nothing done but then I pay way more for that privilege. In six calls to Comcast I actually got to talk to a real person three times and two of them had English as a first language (Southern is kinda English right?). All I wanted was for them to make it so the black screen with the blue box saying "Please Wait" would go away on Velocity and show the program. I haven't seen my favorite channel (since the demise of Speed) in over a year. Maybe when TWC merges with Comcast things will get better....

_________________
My car viewtopic.php?f=37&t=16434
1930s Style Sports Car viewtopic.php?f=36&t=16888

I spent 2 hr 40 minutes dealing with them last night. 3 phone calls, 7 different people. Had to explain what I wanted at least a dozen times.

What I had - basic phone and standard internet - $100 a month

What I wanted preferred TV and standard internet - in the $100 a month range. The current "deal" offered to new customers is $90.

They put in a work order to make the change before ever giving me a cost. Get to the end, that'll be $165 a month.


OH HE!! NO

Much much later after telling them to come pick up their equipment before the trash truck comes by this morning we settle on $100 a month.

Way too much a pain in the rear.

_________________
Too much week, not enough weekend.

OOPS I did it again
http://www.locostusa.com/forums/viewtopic.php?f=35&t=17496

Blood Sweat and Beers
http://www.locostusa.com/forums/viewtopic.php?f=35&t=15216

This is why we only put one name on our account at a time. I might choose to cancel my services as a "valued" existing customer whenever Comcast tries to pull this crap, but my wife might want to buy the same services for herself as a new customer. Then the reverse might happen the next time.

_________________
-Justin

"Orville Wright did not have a pilots license." - Gordon MacKenzie

We quit Time-Warner in disgust about two years ago. I never thought AT&T would be a much superior company to a cable outfit, both in terms of customer service and the quality and price of the services provided, but that has proven to be the case.

Cheers,

_________________
Damn! That front slip angle is way too large and the Ackerman is just a muddle.

Build Log: viewtopic.php?f=35&t=5886