The technicians are great!! but customer service is horrible. They don't know what they are talking about, one says one thing and another says something different. The billing department can't make up their mind if they bill ahead or for the past month. I was charged twice for the month of November and no one knows how that came to be, so they are telling me that I owe 2 payments. After 2 years of service I decided to end it. I switch to Verizon and it is so much better. I recommend Verizon for Internet Service. By the way that is not the first time they done that to me.

I had service with them for 10 years .. they started to kick my net every so offten per day over 8 months nothing but fights n bein told they r not cappin my net when i know they r .. had wires they put up hangin off my house . the service guy come to my home mouthin off to me swearing and callin me nasty names i left them a nasty message bout this guy ... NOW THEY TURNING ME OFF becuse of it all .. GOOD WAY TO TREAT A SO CALLED VALUED CUSTOMER TW ...

I had the worst customer service experience I have EVER had several days ago, when I called Time Warner. I had just moved from an address in Cleveland, Ohio and had called approximately a week before I moved to cancel my cable/internet and get the information of the office that I would drop of my DVR and road runner cable modem. The representative game me the wrong address (added an East to a road that wasn't there) and told me I could drop it off on Jan. 2nd (which was a Saturday). I had to drive out of town that day. When I went to drop it off, I couldn't find the address, I had to call Time Warner AGAIN, and you know how it is virtually impossible to get a real person on the phone, but finally got the write address, and found out the office was closed. There was nothing I could do at that point, so I took the DVR and road runner modem with me and figured I could drop it off in an office in North Carolina, where I was moving.

When I called Time Warner to tell them what had happened, and ask if I could speak to a manager (I felt like I had wasted a lot of time due to misinformation--even though that customer rep was at least really nice and respectful) I was blown out on the phone by a rep. I wish I could have recorded that conversation, and I would have posted it all over U-tube it was so bad. He literally was yelling at me, saying "Ma'am! It was your responsibility, it is your fault! not ours! Ma'am! You cannot talk to a manager, I decide if it is appropriate if you talk to a manager, and this is not an acceptable reason!" He literally was yelling, and I was literally crying at the end of the conversation, before I finally hung up on him. I told him, that an apology would be nice instead of bullying me, which was exactly what he was doing, he gave me a sarcastic apology. I have NEVER, EVER been treated so badly. I told him that I thought they should make an exception and let me return it in NC, they refused, he told me I had to mail it to Ohio. I told him that they should have to chip in, he told me that wasn't even an option. I still can't believe how rude this guy was, and that Time Warner allows their reps to yell at their customers, and not allow them to speak to managers. I would be fired from my job as a nurse immediately, if I spoke to a patient/customer like that! It doesn't take a genius to know how to give good customer service, if they had allowed me to talk to a manager, then apologized (without me asking for an apology, and were sincere about it), I wouldn't have been upset, just a little irritated to be inconvenienced. They have no idea how to give customer service. I wish you guys could have heard the conversation, it was unbelievable! I am not someone who makes complaints, but after I was treated this way, I am prepared to tell anyone who will listen how TERRIBLE Time Warner Cable's customer service is!!

I figured I would share to other examples of poor service I received from Time Warner as well:

Several years ago when I paid a bill, they credited someone elses account with my check, were telling me I was overdue, when I faxed them a copy of the cashed check to them (by them!), and asked if they would knock off some money for my inconvenience, they told me they would knock off the late fees only. The late fees that didn't apply to me, b/c my check was cashed by them on time...the idiots just credited the wrong account!

When I ordered my internet at this last apartment, I have a laptop, so I asked for wireless, I was informed, "Well, ma'am all out internet is wireless, " which it isn't and of course the guy showed up at my apartment and hooked my computer up to non-wireless modem. The woman was so busy trying to sell me more services (i.e. get this service and we can fix anything in your house...), that she didn't even listen to what I was ordering.

My question is, what do you do when Time Warner is a monopoly?!?

DO NOT EVER GET TIME WARNER CABLE !! First of all, I have already had three problems with them - where the TV has not worked and I have to set an appt and wait for someone to come out and switch the boxes. One of the guys who works for them even admitted that they are horrible - he doesn't even use Time Warner and he works there!! He said there boxes are extremely cheap and that's why they're always breaking down. This last time they had to come out - less than two weeks ago - they had to put in a new box and I lost all my recordings! To add to the atrocity, you can only record two shows at once, and you have to be watching one of those shows or something you already had recorded. So all the time, my roommate and I have to painfully decide what show we won't be able to watch or record. Lastly, the customer service is awful. It's like they don't care if you have to go without your TV for 3-4 days - they don't make it a priority to send someone out right away - or they'll send someone out right away - if you don't work because they can only send him during hours when most normal people work. My experience with Time Warner has been horrendous and I would caution all of you reading this...DON'T GO THROUGH TIME WARNER! They try to woo you with their specials but they are NOT WORTH IT!! I did a year with DirecTV and loved it, so might go back to them. We never had a single problem with our service. That's all I have tried so I can't give advice about anything else. I want whatever I keep hearing about that records four shows at once. That sounds heavenly...

This is a complaint. this is the worst customer serivce i have ever experienced.

- No one takes ownership, every promised call back is never made and noone returns a call. 2 appointments have been made and noone has showed up. We ave wasted 10 hrs of our cell phone time being shuffled around and 24 hrs waiting for failed appointments.

- Mid August - Appointment made 15 days in advance, $10 fee
- Late August - Found out appointment never made, complain about $10 we lost, set new appointment. promise to call back and no call back
- early septemeber, 1 week later: we called to confirm to make sure we had appointment and we find out appointment was dropped. promise to call back and no call back
- mid september, 1 week later: we go ahead and try setting an appointment again that will be in 2 weeks
- mid september, i call and complain about this experience and i never get a call back
- late september day of final appointment: no one shows up. we call and cust service rep tells us tech lied and put down that they showed up at 8am but left no notes which shows they didn't do anything. they promise to call back and don't

Can we get some competency here? ownership? accountability? does anyone know what they are doing?

I am going to the better business bureau and will do my part to make sure people use their other tv provider options before wasting their time with Time Warner.