Hey Paul. I hate the policy too. I've always suspected it was a union thing. One of the reasons that I thought so was because TWC allows RoadRunner self-installs. It's not like installing a cable modem is easier than installing a cable box, so my guess was that the union contract required that TWC not give out new boxes to walk- ups, but when broadband came along it wasn't covered so TWC decided to allow self-installs. However, some of TWC's techs seem to be independent contractors, so who knows what's going on? Giles.
--- In [email protected], "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 > >> > > > > > > __________________________________________________ > > Do You Yahoo!? > > Tired of spam? Yahoo! Mail has the best spam protection around > > http://mail.yahoo.com > > > > > > ======================================================== > > > > Community email addresses: > > Post message: [email protected] > > Subscribe: [EMAIL PROTECTED] > > Unsubscribe: [EMAIL PROTECTED] > > List owner (Keith Knipschild): [EMAIL PROTECTED] > > > > Shortcut URL to this page: > > http://www.yahoogroups.com/community/HDTV-in-NYC > > ======================================================== > > Yahoo! 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