I had another splendid experience with Time Warner customer service the other day. Unlike my previous experiences with them, however, this call was cleverly camouflaged in competency!
They do seem to have added a new group of CSRs. That, or they’ve stepped up the training regimen at one of their call centers. Ugh, Steve Ross is rolling in his grave. How tarnished the Warner name has become!
So, the cable television package I subscribe to gives me one free premium channel. With HBO’s mid-season premier tonight, I wanted to change my free premium channel from Showtime to HBO. I conveyed this to the CSR. He replied that it would be, “no problem.” I then informed that I was moving next week and I wanted to set that up. He proceeded to take down my new address and we set up a time where I would get to take the whole day off from work to wait for a technician to show up and authorize the cable box (the box is a whole other issue I will have to post about separately).
After we were done with the relocation transaction, he asked me if there was anything else he could do. I asked him about the Showtime to HBO switch and he replied, “Oh, yeah.”
Wait, wait, wait. Typing. Holding. BRB.
“Okay, so I can’t do it right now, but I assure you that within a few hours you’ll be able to watch HBO.”
“Really? Okay, great.”
“On a scale of 1 – 10 how would you rate my service?”
“Based on my previous phone calls to Time Warner? I’d give you a 10.” Big mistake.
So the next morning I check and wouldn’t you know it, Showtime is disconnected. Know what other channel I can’t tune it? You guessed it. I call back and explain everything to the CSR.
“Oh, man. I’m sorry – when we put in a location transfer request it locks out changes to the rate plan. We can’t modify the channels until after the move date.”
After I’m settled in I’m switching to Dish Networks. I’m way beyond being tired of this crap.