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Random Topics - Time Warner Cable

Cable provider active in 31 states.

Wikipedia Link: http://en.wikipedia.org/wiki/Timewarnercable
eBay Link: View Time Warner Cable on eBay

Boned When... (Login to Submit a Reason)

1 Day 1 Sucked from the start.
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2 Automated Surveys On A Scale of One to Ten...Who Cares?
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3 Customer Service We apologize for the inconvenience but...
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4 six strikes throttling service to paying customers
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5 Never Boned Still rocks.
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Time Warner Cable Comments (You must Login to Comment)

1 I had been an employee of Comcast Cable TV in California which was purchased by Time Warner Cable about 2006. When the company was Comcast there was a monthly employees evaluation which consisted of a supervisor listening making sure you said "Please and thank you, etc." The quality assurance department for Comcast double-checked the math of the CSRs instead waisting time on frivolous things. Within months after Time Warner's takeover, the CSR's (customer service reps) were being ridden by staff to upsell products and also inform customers at the end of each call of an "automated customer survey" call that the customer "may" recieve within the next "24 to 48 hours". Most customers hung up before you finished telling them about the survey. Others requested that they not be bothered by surveys that always came after the call when they were busy. Other companies have an automated system that allows the customer to choose whether of not to participate in a short survey afterwards -"press one for yes, two for no" - but this is TWC and we can't have anything that would save time and make sense. The survey consists of three questions of "on a scale of one to ten" "blah blah blah" and is nothing more than an excuse to bitch at the CSR's. During our monthly evaluations, TWC informs employees of the results of the "automated" survey. Most customers hadn't bothered to participate. There was a part of the "automated" survey that left room for a customer to leave a recorded messages. Most of the messages said that the CSR's weren't really an issue with TWC, but the crappy product was. TWC's policy was that if we didn't recieve a certain average on our "automated customer surveys" you could kiss your job goodbye. We were told that someone higher up wanted things done and that was it. Suddenly, the employees are being buried under surveys, pointless statistics and upselling and reading some robotic script to already irritated customers who become even more irritated. Meaningless statistics and surveys replace common sense. CSR's could actually be penalized for scheduling service appointments for customers because of the cost to the company as well as transferring too many calls to the supervsiors. I wound up losing my job because of this despite winning employee of the month and having almost perfect attendance. This is why I never complained about the service at IHOP or the bank or any place else where that uses CSR's in some form or another. I know only too well what is at stake. -- Submitted By: (lrbloom) on April 6, 2011, 10:52 pm - (0 votes) - Login to Vote
2 After it becomes Time Warner they become obsessed with statistics and survey none of which do the customer or the employees any good. Employees can be terminated if thy don'tpass the customer satisfaction survey. -- Submitted By: (lrbloom) on January 16, 2011, 5:33 am - (0 votes) - Login to Vote

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