tag:blogger.com,1999:blog-7144876.post116005948837536825..comments2023-07-30T03:58:01.428-05:00Comments on Waterloo Perspective: The Power of MeVincent Salashttp://www.blogger.com/profile/02147421549501435822noreply@blogger.comBlogger2125tag:blogger.com,1999:blog-7144876.post-1161634985801042232006-10-23T15:23:00.000-05:002006-10-23T15:23:00.000-05:00Editor's Note: After a period, it seems that altho...Editor's Note: After a period, it seems that although the anonymous post in response to my experience was in support of Time Warner and is dubious customer service, I received 22 personal emails expressing similar or worse experiences. A ratio of 22-1 expressing disappointment with customer service means Time Warner should pay attention. In the long-run, the customer usually gets the last vote.<BR/><BR/>I leave you with an anecdote: Last week, a fellow professional communicator shared with me her email of complaint, which she sent on Oct. 10 to TW regarding its customer service. She received the following reply -- finally -- on Oct. 21: <BR/><BR/>Thank you for your inquiry. I do apologize for the delayed response.<BR/><BR/>If you are still having problems please try to reset the box. Here are the steps to Reset the Box:<BR/><BR/>1 - Turn the TV and Box Off<BR/><BR/>2 - Unplug the box from the electrical outlet for 2 minutes<BR/><BR/>3 - Plug the Box back but do not turn anything on<BR/><BR/>4 - Wait or the Time to reappear on the Box then wait for 5 more minutes<BR/><BR/>After this try the channels and if this does not work then we need to <BR/>schedule a Repair Call. If you need any further assistance please give me a call or an email. Thank you for the customer service inquiry.<BR/><BR/>Margaret Simpson<BR/>Customer Care Specialist<BR/>Time Warner Cable - Austin Division<BR/>(512) 485-6303<BR/>email: austin.customer.service@twcable.comVincent Salashttps://www.blogger.com/profile/02147421549501435822noreply@blogger.comtag:blogger.com,1999:blog-7144876.post-1160496464657007012006-10-10T11:07:00.000-05:002006-10-10T11:07:00.000-05:00While I have occasionally reached TimeWarner in th...While I have occasionally reached TimeWarner in those "high volume" periods, my experience with their customer service has been pretty great--in fact, I'd rate TW as one of the most responsive companies I've ever dealt with: They came 30 miles outside of Austin (on a sunday) to check why my cable modem wasn't working (and fixed it), and they have expanded their hours so you can call 24/7. When your modem IS working, you can also live-chat with them 24/7 and save on those cell phone minutes (and rarely when live chatting has the first attendant to answer NOT been able to solve my issue).Anonymousnoreply@blogger.com