I find that the customer service in Brooklyn branch of TWC is really lacking. We have been trying to transfer our Triple Play Service (cable, phone, internet) to our new apartment for about a month now.

Our first scheduled technician appointment never happened. When we called TWC, the rep said, "Oh you're service was canceled." We replied, "well we didn't cancel our service, we transferred it." They also reported that there was no record of the scheduled appointment. We rescheduled for two weeks later.

The next day the TWC phone division left a message about the transfer of phone service and asked that we call back. So we did. The rep said, "oh well that's the phone division, you need to speak with them." "Okay - so how do we do that?" No response. They also mentioned that a technician had stopped by the day before at 12:15pm but no one answered the door. The day before we were told that there was no record of an appointment because our service had been canceled not transferred.

The phone division called again yesterday. We missed the call. they did not leave a callback number but instead left a message saying "Well, since you're not answering your phone, we can't do a verification so we're canceling your service." We called TWC back. Again, they said, "well your entire appointment was canceled by the phone division." We argued and argued until they finally said that they might be able to schedule us in from noon-4:00pm on the day of our original service.

Of course, no one showed up. So the battle begins again. The truly unfortunate part of all this is that they are our only option for cable/internet. The other company does not service our street.