An Open Letter
November 15, 2010 by admncc
Dear Time Warner Cable,
I’d like to take a moment to comment on your horrible service last week. And while I normally wouldn’t go to such public lengths to complain, I am fed up with the continuous problems in our area and feel that something needs to be done about them.
Let me take you back to last Monday, November 8th. I had several friends over to watch the Monday Night Football game, which was supposed to start at 8:30p. However, my screen flickered and then froze at 8:01p. A blank screen followed. More about that in a second…
Probably like everyone else, I waited for a few minutes and then tried various troubleshooting methods (turning the cable box on and off, resetting the cable box by unplugging it, etc.). When that didn’t work and it was going on 9p, I tried to call you. Your line was dead for over and hour – probably due to the influx of calls. I made some other calls and learned that the cable was out in my entire neighborhood (I later learned that it was out in most of Northeast Ohio). I even contacted your Twitter “Help Desk” liaison, only to receive a generic response. My cable never came back on that night.
On Tuesday morning, you made public statements confirming that the cable was out, but said that it was out for only 90 minutes. However, the cable for every single person I know was off for a minimum of three hours. You later offered to credit affected consumers between $1 and $20 based on the severity of their issue. But in my situation, the damage was irreparable.
My cable box was fried. So I physically had to drive to your local office and get a new one. And since I have a DVR, I lost countless programs which had been recorded. In several cases, I had a television show’s entire season recorded and had not seen any episodes yet. I even lost a $45 pay per view event that I had recorded, but was saving to watch with a friend.
It’s situations like this where I wish that cable companies weren’t a monopoly. I mean…I realize that cable outages happen. But they always happen with you. When you were AT&T, I had to exchange multiple cable boxes. When you became Comcast, I had service issues. And now as Time Warner Cable, the same things happen…equipment failures, bad signals, threat of channel blackouts and poor customer service. In the past, I even wanted to go so far as to send you an invoice for my time – just to get your attention – following several no call/no show appointments to my house. If another company was able to come in and offer more competitive pricing in our area – it might change your tune.
In the meantime, I’m stuck with you – because a big tree in my front yard prohibits me from being able to use a satellite dish.
The Constant Complainer