When did everything become an issue?
I came home from the eight days of Thanksgiving and wanted to chill with TV. I tried turning it on. Nothing. After 20 minutes of playing, the TV went on. I noticed the Time Warner commands and fonts were different. The TV kept going off. I called Time Warner: It’s your TV
“But my TV is only six months old. I’ve had cable since 1980. I know a cable problem.”
“IT’S YOUR TV.” (Some complicated explanation that I knew was meaningless.)
Every day I had problems turning the TV on though it would stay on. The DVR would constantly freeze. The picture would freeze. But every time I called Time Warner I would be told it’s my TV and they wouldn’t send somebody.
Finally it wouldn’t go on at all. I insisted they send somebody. Fine but it was going to cost me $60 because it was the TV. I waited for the appointment. Nobody came. The appointment had never been put in the system. It was my TV after all.
The technician came. “I understand that your TV has issues.” Well yeah in life I have many issues, but I never knew that an inanimate object has issues.
It took the technician two days to fix all the problems. None of the signals that only the cable person looks at were on the right settings. There was something wrong with the outside wiring that had been put in six months ago. The technician said that many people had TV/cable issues after the upgrade.
My TV has never looked so good. The picture’s sharper and doesn’t freeze. Nor does the DVR. Most importantly I can turn the TV on without going through 20 minutes of playing with every button, rebooting, and fervently hoping.
Time Warner sent me an email asking how the customer support on the phone was. I said they were horrible as they refused to listen to me. Somehow this became translated to “the customer service people are excellent but the technician was horrible.” And I had given him the highest grades on the survey they sent me. Moral: never answer emails asking for feedback. Never fill out surveys.
