Customer Service implosion. 39 mins and 55 seconds wasted.
I recently moved because of my granddad’s death. My family’s putting the house on the market. I’ve been paying the bills there because he wanted to keep the house while he was alive.
So I had to move my Time Warner Internet service. I’ve been a loyal customer with them for over 10 years.
3 Incredible Failures
(expected of Mickey Mouse operations but not Time Warner a Fortune 500)
1. They charged me $40 to move my service. I pay these guys every month and they’re going to charge me to keep paying them every month. Are you kidding me?
Epic fail. Horrible customer service.
2. I’m upgrading to their extreme bandwidth plan.
This puts an extra $25 per month in their pocket. It requires a different modem.
They expected me to spend my time and gas money to come pick up the modem. Or I could pay $5 shipping.
I negotiated for them to waive this fee.
But it still took my time and was an insult so another epic fail.
3. They send me the wrong modem.
Their mistake. Me pay the bill? They were going to charge me an additional $5 shipping to send me the correct modem.
On top of that they demanded I spend my valuable time and gas money to drive the incorrect modem they mistakenly sent me to one of their service centers.
Can you believe the nerve?
Or I had the option to just pay the bill out-of-pocket for FedEx to come pick up the modem.
Supreme Gargantuan Epic Monstrosity Fail.
Treating Loyal Customers
As compensation for my loyalty and the fact it was their mistake I suggested to balance the scales they comp me only 1 month of the extreme service.
After putting me on hold for what seemed like an eternity the lady comes back. She snarls “My manager won’t do that.” Pay for our mistake basically.
After asking to speak with the manager she puts me on hold for what seems like another eternity. My frustration crescendos. I hang up pissed off.
Time Warner is a huge company.
Shouldn’t they have better customer service than this?
You can leave your gripes in the comments below.
But the point of this post was to keep your customer’s perspective in mind. Having good customer service is expected. Use common sense in your own business.
And for all that is holy take the best care of customers who pay you monthly and have been with you for many years. These are the top 20% of your customers responsible for 80% of your profits.
They’re your gold. When they’re upset your business tanks.
Time Warner failure. Time Warner Customer Service sucks. (in case they have alerts monitoring their brand they’ll see this. Don’t think they’ll remedy it but who knows.)