DSchroeder wrote:The original poster was Misquoted, thats different than what is going on for you. We aren't trying to strong arm you. You were on an "Essentials" internet package, which includes data caps and overage charges. If you wanted Unlimited data, then you need to subscribe to one of the standard plans.
My take is that,
There really seems to be TERRIBLE COMMUNICATION between departments in TWC in many divisions. It doesn't seem right that one person is told one thing in sales, another is told one thing in customer service, some departments have information that other departments do not have.
Here in Wisconsin, we usually have not these types of issues, except for one time when we signed up for a new promo plan and the rep just put all services in the billing system ala carte, telling us that we would save $60 a month, when Customer Retentions told us there is no such plan. We got that taken care of with a second phone call a few years ago, no problems since. My questions than are on this lack of communication between departments:
1.) When a CSR is talking about a deal that sounds too good to be true, are they actually seeing this deal on their computer screens? And if the deal is not true, why is it there at all? Or is the rep just talking out of there "You-Know-Where."
2.) When notes are entered into the computer system from talking to tier 1, why is it that when you transfer from one department to another, they often have no record of the initial conversation?
3.) How much training is involved to be a level 1 CSR? And what must they do to move up to higher levels of communication? How often does a level 1 CSR stay at level 1? What are the specific responsibilities of a level 1 tech? What is the difference between level 1? Level 2? Level 3 tech support?
Satch