Time Warner Cable

I will preface this by saying this review is not for this location, they’ve always been quite pleasant and helpful. I just don’t see an option to review without a location so these very nice people get stuck with their employer’s garbage.
No, this review is about TWC in general and the people who have been on the other end of the phone lo these 18 long years I’ve been their «valued» customer. I’m fairly sure if you’re reading this you know how shitty TWC Customer Service is, but my story about cutting them off has to be told.
I’ll start here — not 30 days ago TWC bought a full page ad and ran this Open Letter:
Super.
Here’s the «Customer Experience» on my last call to support (after the letter was published.)
I called during the World Series because MLB Network wasn’t available on my main TV (even though I thought I had subscribed to the package given it was on all my other digital boxes.) I talked to someone in the Philippines who ran through her help script which didn’t help. I ended up watching the game on my 32″.
Shortly therafter — during the game — an escalation guy who Philippines claimed didn’t exist when I asked her to escalate because her «reboot your box» help script didn’t work (gee — I never thought of that!)? I talk to a LOT of people from India in my job developing a much better than average understanding on the nuances of the dialect and I could barely understand a word escalation guy was saying. After having me run between the game and the TV where I was trying to get the game he finally figured out the person in India that sold me on the last package didn’t include MLB on my DVR box. Philippines couldn’t figure that out? Oy.
So let’s get to my «Breaking up with TWC» call.
I will say that when you select the «Calling to Cancel Service» option in their IVR they get right with you. No waiting 20 minutes to talk to someone 8,000 miles away with a script to «help.»
No, my call went right through — less than 90 seconds with no hold music and I was talking to All-​American Stephanie, today’s TWC CSR. When asked why I was cancelling I told her it’s because we were going to Google Fiber. She immediately became very curt (almost hostile) and said she would offer a $ 130 month package. When I said no, she said a technician would be out and hung up.
No «sorry to lose you as a customer.»
No «we appreciate your business over the past 18 years.»
No «we hope you come back.»
Just CLICK (aka f**k you.)
Negative infinity stars for Time Warner Cable.
I do not like using absolutes, but when it comes to Time Warner they’ve earned their place on my absolute list.
I will NEVER be a TWC customer again. EVER.