Blogs by L. K. Craft - Hisayasu
Stuck on 'HOLD' with Time Warner Cable
5/14/2008 5:09:24 PM
After twenty-five minute . . .
Last night I decided to call Time Warner Cable and get my bill straightened out. I looked at the clock, it was only 7:15 p.m. It was early enough to make the call and do a few chores before 'American Idol.' After listening to their laundry list of what number to hit to get to the right place (mine was cancel a feature), I got put on hold with loud music and break in messages about TW. I stuck with it for 12 minutes when all of sudden someone pick up to respond and immediately they hit hold before saying a word, I anticipate that sent me to the back of the line. returning me to music and messages. This went on for another 10 minutes (I'm clocking it). I'm a pretty patient person, I can give about 20 minutes on 'HOLD' before I become irritated. But now bordering on 25 minutes, I was on my way to being fully frustrated.
I hung up and I thought, I bet if I call back and hit the number that says 'order new services' they will pick up fast . . . My theory was they prioritize their staff for customers that wish to purchase services and not for those who wish to cut or downsize services. So I called back and pushed for 'order new services, BINGO, they answered on the first ring! I tell them my woes (wanting to cancel SHOWTIME) and the lady said, "I will transfer you to department that handles cancellations" ... and before I could say 'no' I was put back on that hold line and probably even further away from someone to help me. After 10 minutes more of waiting (and running out of time) I hung up and called back the 'order new service' line and again BINGOOOOOO, they pick right up. This time I told them they needed to help me cancel SHOWTIME (which I never ordered) and they better not transfer me because if I have to wait much longer I will be canceling ALL MY SERVICES and changing to VERIZON. Guess what, they got it straightened out in less than a minute! Amazing huh?
When I started this blog, I made a commitment to shed light on things . . . So, If by some chance you can't get through to TWC to cancel a service, just redial and push the number that says 'ORDER NEW SERVICES' . . . They appear to be loaded with staff available in that department and they can help you <wink>.
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