Time Warner Cable Bait and Switch

09.21.09

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.