Time Warner Cable Bait and Switch

All too often I meet folks at LA Tech events, and as we’re shaking hands all too often I see the Motrin light click on, and they say, “oh you’re Jessica.” I’ve been trying really hard to not be seen as a brand enemy. I love small businesses and some large ones too. I recognize that corporations are just larger groups of people working all day to make some cash.

When I cancelled Time Warner Cable it was because the internet connection was shoddy. There were weeks of no service, months of slow service and phone calls with the presidents office, where I was basically berated for demanding too much attention, yet I was the only customer who was able to help them fix their massive problem, because no one else complained loud enough to get past the second tier of customer support. I didn’t tell y’all that I was leaving Time Warner because I’d really like companies to not be afraid of me, and of the Moms.

Last week I’d had enough, after yet more slow service I disconnected the cable modem and returned it to Time Warner. This morning I got the following email in my inbox. The text reads (in part):

Dear Jessica,
Share your opinion
Click here to help us deliver the
best possible experience.
We want to understand why you’re leaving us! We will make it right before the final disconnect of your current Road Runner Standard High-Speed Online service. Our commitment is to correct your issues and provide options that better suit you. You have a choice and we understand that.

We want to earn your business back!

Currently, you have the Time Warner Cable service listed in the first box. You also have two additional options to choose from – the exceptional values below are designed to show our dedication to keeping you.How can we make everything right for you? Please take a moment to go online to www.twcsurvey.com and enter the code [changed]. No matter what you decide, your feedback is important.

We hope we can earn back your business and look forward to discussing a new option that’s just right for you and fixing your problem – whatever your needs.

We want to know why you’re leaving, so please take a moment to complete a brief survey. Tell us what we’ve done or failed to do. Once we know the specifics of your issue, we’re sure we can provide the solution.Click: www.twcsurvey.com and enter the code [removed]. Please be as honest as you can.

Call: Customer Care
866-605-8357 if you need answers immediately.

I took a look at this and thought, “Wow, Time Warner really gets it, they’re trying to make themselves better.” I’m not a survey person, but it seemed so organic, and so honest I thought I’d click over and give them a few seconds and let them know that all they need is a better product.

So I clicked through to the survey and I got this:

Please answer the following question so that we can better serve you.
1. Why were you going to leave Time Warner Cable?
Other Reason:
2. Do you have any other problems or issues that are not resolved?
If yes, did you call us to report the issue?
3. So we can better assist you, please provide us with your phone number or email address:
Phone Number
Best Time to Call
E-Mail Address
4. Do you have any additional comments you would like to share with us?
Currently you have the Time Warner Cable service listed in the first box. You also have two additional options to choose from – these exceptional values are designed to show our dedication to keeping you.

Please indicate your selection below. A customer representative will contact you to confirm your selection prior to switching your service.

Keep Current Services Option 1* Option 2*
High-Speed Online High-Speed Online Turbo High-Speed Online and Digital TV
  • Download video, pictures, music and more with speeds up to 7x faster than DSL 768K! And get more speed with FREE PowerBoost™.
  • FREE features include online games, parental controls, webmail and Internet security software to help safeguard your PC.
  • Free 24/7 tech support, via email or chat, plus online self-help.
  • With downloads up to 13x faster than DSL 768K, enjoy richer music, imagery and video. And get more speed with FREE PowerBoost™.
  • FREE features include online games, parental controls, webmail and Internet security software to help safeguard your PC.
  • Free 24/7 tech support, via email or chat, plus online self-help.
  • Download video, pictures, music and more with speeds up to 7x faster than DSL 768K! And get more speed with FREE PowerBoost™.
  • Enjoy over 200 all-digital channels, including On Demand and music, plus local channels and sports in HD!
  • FREE features include online games, parental controls, webmail and Internet Security Software to help safeguard your PC.

$56.95
Option 1 Monthly Rate*

$82.95
Option 2 Monthly Rate*

*Monthly rates do not include other products or services that you may have, such as DVRs, cable boxes, modems, VOD, etc.

Please indicate your selection and click Submit to continue:

The cost of additional service, including installation rates, may apply. Other restrictions may also apply, call Time Warner Cable for details. Please go to www.timewarnercable.com/socal/products/specialoffers/disclaimer.html for more information.
© 2009 DMS Marketing, Inc. All rights reserved.

The Time Warner “Survey” signs you up for Time Warner Cable when you submit it.


Time Warner, I patiently await your response to this one.

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18 Comments

  1. wow- my jaw just dropped.

  2. I have come to hate cable/satellite and cellphone companies because they all engage in this nonsense.

    They go out of their way to be kind to pull in new customers- but once they have you- they screw you without lube and without mercy.

    Lovely companies.

  3. Wow. They *did* write “Please be as honest as you can.”

    This is a good start…!

  4. Time Warner Cable has the WORST customer “service” in America,they don’t care at all.
    Their service is bad the fees to high and I can’t wait for the satellites that will put them out of business :)
    They think they are slick with all the FAST moves they pull,well when they are done which will be soon we will have the last laugh.

  5. What the hell!! We use TW and haven’t had issues but that is just appalling. It’s a trap!! Now you have to call them and I bet that’s a pain in the ass.

  6. And this is exactly why we are Verizon FIOS subscribers – after months of numerous visits from TimeWarner – paying for extra equipment to get us the promised speed, paying for the fastest service and speed test after speed test failing to get 1/2 of the speed expected to our home in Venice CA!!

    • dude

      verizon cell phone service is the best but cable internet is also the best ive been with twc fo 20 years and have never had any problems that they didnt take care of quickly plus i enjoy watching tv during bad weather which isnt always possible with dish or direct but those 2 companies do offer good special channel packages for the people who prefer that programming but remember people good or bad all companies main reason for being is PROFIT

  7. Marla Schulman

    UGH!
    I hate Time-Warner and all companies who deal with us like “we” are idiots. Thank God for the squeaky wheels like YOU and others who call these pompous asses on their B.S. and eventually get things to change for all of us to benefit.
    Count me in as you continue to wage your battles against the monopolies and their insidious practices o of anti-customer relations!
    Rock it Jessica!

  8. Stephanie,

    Be happy you can get it. In the Valley Ma Bell is doing all they can to prevent Verizon from making in roads.

  9. When we lived in Tx, Comcrap err cast sold out to TWC. We didnt know until the bill came. “Honey, we are now apparently TWC customers”. The service sucked, customer service was basically non existent. I would go without internet/cable before using twc again.

  10. sherri haymond

    really – what a joke! they should be ashamed.

  11. Proving that some corporations do indeed suck.

  12. We’re just about to give TW the old heave ho too. Not only is the internet connection terrible, but the cable TV has been slashed, the last straw is that they don’t have Mad Men on their On Demand! I can only take so much!

  13. Yup, we’re done with Time Warner for our internet connection. I signed up with Verizon Fios and everything’s been great so far.

  14. When we signed up over a year ago, in the first 7 days of TWC “service,” we were 4 days offline with repeated visits for “fixes.”

    We chose AT&T dsl instead.

    Time Warner can SUCKIT.

  15. angel

    they are ok.

  16. ALLEN B CHALMERS

    I am paying 87 $ a month and only like 10% of the channel i get
    I order to get what i would watch would cost even more
    I am going to have to leave time warner to get a better value for this amount of money

  17. Naterichmond7

    That’s why I chose DISH Network as my service provider. DISH Network does not charge for there HD programming they do have additional channels in HD that is ten dollars a month which is cool but I get so many already I do not need to get them. There customer service is excellent and they gave me three HD receivers for free. Being a DISH employee I know DISH is #1 in Customer Satisfaction among all cable and satellite TV providers and has beaten Time Warner in this category ten years in a row.

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