Originally Posted by MikeInNY
From my month-long quest to regain a functional FireWire output, I learned much about TWC NYC and how dysfunctional it is. A few facts that I learned which may help (or at least keep things in perspective) when dealing with TWC NYC.
1) The regular techs sent out to the jobs are not informed of what the job will require until they get there. So even if you tell a CSR on the phone you need "X", if it's not something standard in the back of the van your first tech visit will likely not have it. This happened to me repeatedly over the last month while requesting a SA3250HD with active FireWire. Be prepared for anything beyond poor signal-level or a box-swap to take at least two visits.
2) Most everyone that deals with customers barely understands digital cable, and especially "non-standard" things like CableCards, FireWire output, their own encryption, etc. A majority of customers don't even know about these issues, and TWC NYC plays dumb and doesn't seem to be interested or aware of many of the FCC laws out there regarding digital cable and HD. In my 7 tech visits only one understood these issues, and that was because he was one of "us" and had his own HTPC rig at home. Talks on the phone were just as bad, even when I got a special contact in the Client Relations department to specifically address my problem.
3) TWC NYC is willfully ignorant, poorly managed, or both. I would get conflicting (wrong) answers depending on which foreman I was talking to. I would get refusals that something was "impossible" to do, yet immediately calling back and speaking with someone else it could be done. I had to send them copies of FCC regulations before they believed they existed. I would get promises for callbacks that never happened. I had missed appointments. I had workers apparently falsifying records saying they came out when they didn't. I had appointments "guaranteed" to be with foremen where regular techs showed up and didn't know why they were there. Don't expect anything from them.
4) Hope you get lucky and get one of the few knowledgeable people, and keep asking for a manager of whoever you're dealing with. This was the key. Once I got high enough up the chain for the person I was dealing with to actually do something (talk with people that don't normally interact with customers, talk to heads of depts., etc), my problem was solved in about 24 hours with a software update they had all along...
This isn't how a company making millions of dollars a month off of people in the nation's largest city should operate. But of course, with a monopoly they can get away with it, and it's not like many of the other companies have great service either (seems this is true about almost every industry at this point). Things will probably get worse if more restrictive content-control laws get passed by our government. There's not much to do beyond writing letters and requesting compensation for problems, switching to another provider if you can, or just canceling all together...
Frustrating. The one word I would use to describe my experience with TWCNYC.
Steps taken to achieve this:
1) 12/15/2005 - Contacted CSR (#1) to have Cablecard and HDSTB installed.
2) 01/06/2006 - Technician (#1) installed Cablecard & HD-STB upgrade. (Friday) The CC did not work on certain channels (required activation). Technician left without fixing it. Explained it was an "IT Issue"- he couldn't help.
3) 01/06/2006 - Contacted CSR (#2). Told them CC didn't work and asked for an HD STB with firewire out.
4) 01/23/2006 - Technician (#2) called 1 hour after work order to tell me he didn't have any CCs in stock. (Tuesday)
5) 01/23/2006 - Called CSR (#3) to reschedule.
6) 01/28/2006 - Technician (#3) came, replaced CC, checked line, told me its an "IT Issue". Nothing he can do.
7) 01/28/2006 - Called CSR (#4) to ask for explanation. None given.
8) 02/03/2006 - Called CSR Manager (#5) asked her to follow up. No-one got back to me.
9) 02/10/2006 - Realized TWCNYC charged me for installation and CC card service, neither which work. Called CSR Manager (#6), was told I need a(nother) tech to stop by. Suggested someone called me and I didn't answer my phone, so the "ticket was closed." I tried explaining the situation. She continued cutting me off and trying to speak over me. I finally agreed to another tech. She could not find a timeslot that suited me (NOT 9-5 on a weekday/not Saturday). She could not and told me to call back when I can change my schedule and then hung up on me.
If I could change to RCN, I would.