Time Warner: Customer Trust

A Time Warner Cable customer recently had an incident with the company when a payment check bounced ( the result of money stolen from her checking account). The customer was quick to call Time Warner Cable customer service and explain why the payment would be late, the representative understood and set up a payment plan. The next day Time Warner Cable disconnected her service. The customer immediately called customer service at which point she was told the previous agent had no authority to reschedule payments, at least five (!) different agents provided five different responses in attempts to resolve the issue.

This is very similar to a recent Post about the inconsistency with T-Mobile's customer service. Companies make mistakes. Time Warner Cable is not alone in that, but the only way to build customer trust is how a company handles said mistakes. In this case Time Warner Cable needs a central figure in customer service. Will a call to the President's Office(203-328-0600) do? Gethuman hopes this issues is resolved soon, providing a pleasant break from what seems to be a prevailing trend of failures in providing trust to Time Warner Cable customers

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Posted by GetHuman on Sun, 8 Nov 2009 8:43pm