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| Troubleshooter: One word gets caller nowhere | |
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| Tweet Topic Started: Nov 17 2010, 08:43 PM (275 Views) | |
| Commander Ray | Nov 17 2010, 08:43 PM Post #1 |
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"Like many people, Brenda Holleman of Raleigh wanted to save a few bucks in her family budget. So she tried to cancel two premium movie channels from her Time Warner Cable lineup, which would save her $23 a month. She called the cable company's main number, 866-489-2669, where a computerized voice asked her to say what she was calling about. "You can say things like 'upgrade my account,'" the voice says. Holleman said "downgrade." The phone rang then abruptly hung up. So Holleman tried again. For 10 days. Eventually, she just said "upgrade," which routed her to a live person, she said. But the operator transferred Holleman to the downgrade department, and the phone cut off again and again, she said. Holleman called the Triangle Troubleshooter to find out whether this is just a glitch or a Time Warner Cable conspiracy. "I bet when this happens to people, they just give up and say it's not worth the money they would save," she speculated. I, too, called the number and said, "Downgrade." Sure enough, I was cut off. Keith Poston, a spokesman for Time Warner Cable, had not heard of this issue, but he assured me this was not part of the company's business plan. "It's obviously a glitch," he said. "That wouldn't be one of our strategies." Time Warner employs "retention specialists" who do everything they can do to keep your business, Poston said. Since I called Poston about two weeks ago, the customer care and telecommunications departments have been working to address the problem, he said. But they have not been able to fix it. That's because the glitch is intermittent. Poston said he tried calling from his house Monday night and didn't get through three times, but on the fourth he did. "We expect to get to the bottom of it," Poston said, adding that he'll let me know when they do. If you experience the problem when you call to downgrade, you can just say "operator" to get to an operator. You also can communicate with the cable company online at www.timewarnercable.com. Click on "Contact Us." As for Holleman, she finally got through to an operator, who she said kept her on the line for 30 minutes, trying to persuade her to keep the channels. Holleman kept her resolve and said no until the channels were canceled, she said." http://www.newsobserver.com/2010/11/17/807970/one-word-gets-caller-nowhere.html |
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7:56 PM Jul 10