The student news site of Guilford College

The Guilfordian

The student news site of Guilford College

The Guilfordian

The student news site of Guilford College

The Guilfordian

Poor customer service leads to dissatisfaction with TWC

Time Warner Cable pledges in their ads to make minor changes, such as no longer keeping people on hold or having a technician out right on schedule if there is a problem.

“I haven’t experienced bad service with Time Warner,” said Ian Hulsey. “But I have heard of others having problems. They’re a good provider of the phone system here at Guilford College.”

Not everyone who uses Time Warner Cable experiences bad service, yet they don’t have a very high customer service rating. The current rating for Time Warner is a score of 56 on the American Customer Satisfaction Index.

“I signed up for a special they were running and then, after confirming, the services were denied,” said Assistant Professor of Education Studies and former Time Warner customer Anna Pennell. “They told me it was a mistake on their part, yet I could have the services if I paid full price. I asked to speak to a manager but was told he was at lunch, then when I asked for a name to call back, the customer service person said they didn’t know.”

A couple of questions arise after hearing Anna’s account. If the service at discounted price is denied due to fault of the company, why should the customer have to pay full price for the service?

The other question is, who’s in charge here? How can people not know who their employers are? Do you not get your money from anyone?

“My family used to have Time Warner Cable”, said junior Hunter Hoots. “We were just unhappy with the channel selection. We switched to DirecTV, the real deal.”

As always when one company fails to deliver, another has a golden opportunity to obtain the business.

“I haven’t had Time Warner for years,” said Greensboro local Tim Wolfe in an email interview. “I left them because they continuously over-charged and raised rates. They also misapplied payments, putting two payments in one month so that my account would get hit with late fees.”

So aside from not being able to fix problems and failing to provide excellent service, Time Warner seems to be adept in the art of price gouging.

The negative feeling is shared by some of those at Guilford College who use Time Warner, and have experienced some of the same.

“I wish for two things,” said Kathrynne Walker, a tutor in the Learning Commons, “One is for more state fiber, the second; to pay cheaper rates for the use of the same service.”

Fiber optics are supposed to bring internet and TV to your home or business with incredible speed and clarity.

Some people feel that they have solutions for problems with Time Warner Cable.

“I don’t have the cable service,” said Greensboro local Jeremy Aufrance in an email interview. “Although I do use Time Warner for internet, and I’m pleased with that service. We are those people who watch everything online, so we stopped having TV service about a year ago. People should try it. There’s very little to complain about.”

We have Time Warner Cable, and I’ve got to say, something in my mind tells me that we might want to make a switch. When watching television, you’re not supposed to be watching almost every single channel get pixilated. Plus, on the new flat screens, you’re really not supposed to need the box that Time Warner requires their customers to have.

My advice to you, Time Warner Cable, is quit playing games with the customer. When people pay for a service like cable and expect problems to be resolved, they don’t want excuses. They want satisfaction.

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Patrick Cassidy, Staff Writer

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