Only $150? You must not have any extra premium channels....
Sad,
Paul
PF <[EMAIL PROTECTED]> wrote:
That's true as I've found out on a wasted trip there for the 8000HD a few
months back. What a great way to treat your best customers already spending
$150/mth on your product and looking to spend more. It's monumentally poor
customer relations; a textbook lesson in precisely what not to do to your
customers. After all, I was there, I had proper ID, my account was current,
why not let me pick up one of the HD DVRs sitting right there not six feet
away, thereby making me happy. Not to mention increasing the revenue
flowing from my account that much sooner?
What a concept.
But no, either I had to have an order number (obtainable over the phone), or
a unit to "trade." But what possible purpose is served in forcing customers
to speak to a CSR in Canada or India prior to arrival merely to obtain an
order number? It's Alice-inWonderlandian: Had I called first -- literally a
few minutes before I arrived would suffice I later found out -- they would
have given me one supposedly. I probably could have done it via cell phone
sitting in the TWC service center while I waited the 25 mins for my number
to be called for the box I never got. But, since I hadn't telephoned, I
could not walk in and ask for one even though I'm a valid, current customer,
(as the rep verified). What good is a walk-in service center if some
customers can't walk in and be served? How novel it would be to actually
use that pricey real estate and those expensive unionized fannies in the
chairs to increase revenue while simutaneously reducing service calls and,
therefore, costs.
Instead, I was told to make an appointment for an installation. Do these
TWC of NYC people understand the inconvenience that entails, especially for
busy New Yorkers? And, no, you can't just have the tech leave it with the
doorman. Those foreigner Mercedes guys understand because, hey, they live
here too; but not the local cable company.
Not surprisingly, my appointment was fouled up by TWC, as I predicted it
would be to the hapless rep in the 23rd Street office who bore the brunt of
my irritation. The box was defective and there wasn't another HD DVR in the
installer's truck, necessitating a second appointment. More inconvenience.
And cost to TWC.
Adding insult to injury, that mandatory appointment costs $25. The perfect
Catch-22. Of course, my system is complex (at least to these under trained
installers), so I ended up installing the box for the tech, saving us both
many minutes of wasted time and frustration.
One more point: There is absolutely no way that measley $25 covers the
actual labor and vehicle costs of these sub-contracted techs visiting
customer homes. So, it's in fact a money losing proposition. But instead
of thinking it through, TWC forces its customers into arbitrary procedures
that in the end manage to both annoy the customer, and burden the service
provider with unnecessary expenditures.
Brilliant. No wonder rates are so high.
----- Original Message -----
From: "Johnny Feedback" <[EMAIL PROTECTED]>
To: <[email protected]>
Sent: Sunday, February 06, 2005 5:08 PM
Subject: Re: [ HDTV in the NYC Area ] 8300 questions
>
> So you did swap a box....In your other email where you
> said "YES YOU CAN", you made it seem like you just
> walked in and picked up a box. I never said you need
> to swap a DVR for another DVR. You can bring back ANY
> Time Warner box and exchange it for whatever you want.
> What you cannot do is go there and pickup an
> additional box. Additional boxes need to be ordered
> and a tech needs to come and install it.
>
> --- [EMAIL PROTECTED] wrote:
>
>>
>> In a message dated 2/6/2005 10:55:10 A.M. Eastern
>> Standard Time,
>> [EMAIL PROTECTED] writes:
>>
>> Did you have to swap your old box, or did you just
>> pick one up?
>>
>>
>>
>> i brought back my 3250hd non dvr and took the 8300
>> instead
>>
>
>
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