lawdog1 wrote:I was happy with my service with TWC for the last year. Had Gold package HBO/STARZ/CIN - whole house enhanced DVR/Internet and Phone all for a fair price.
I just got a notice saying my bill was going to go up so I called to see if they could do anything ie. save some money. Long story short but was told yes just need to move you to Spectrum. We are doing this to all the TWC customers... nothing changes, you will receive same services and products just a new account.
Switch me to Spectrum plan and save money, keep services. Never once did anyone make mention of losing services, Phone, Whole House Enhanced DVR (Despite having a Cisco 6 tuner DVR box) service when making the switch and not being able to switch back to a TWC account after I discovered this. Low and behold I try to access my DVR and my shows are all gone... can't record anything. I call... whoops looks like whoever switched you didn't add DVR back into your account. Ok they add it back but now the rate I was quoted goes up (to more than I was paying for TWC!)... DVR back on and shows come back.... go to record something... whoops can't record as only 1 show can be recorded at once (2 tuner limit)!
Call back... whoops you lost the enhanced DVR when you switched... sorry no one told you and no you can't switch back... oh and your bill now is actually even more... Seriously? So now I lose Whole House Enhanced DVR and Phone Service and pay more than i was with TWC that included both of those services? Yes... and Sorry is all i got.
So after being on the phone today with "rentention" I was told basically and rudely that Spectrum would be happy to just cancel my service! Never before had a customer service experience that rude before and that was the retention department after the very nice billing women said she understood my frustration but couldn't help me. They even flat out said you can't get any promo pricing for Spectrum because you were an existing customer... I was an existing TWC customer... the least they could have done was offer the promo pricing for yanking me over from TWC without my full knowledge.
Ohio requires 3 day right of recission for this crap!!! I am still within my 3 days Spectrum... I rescind the contract to swith to your complete (edited) services... please please switch me back to TWC and turn my enhanced 6 tuner DVR back on for a fair price! Thanks
Simply put,
These Spectrum sales people need to stop forcing legacy TWC customers trying to force them to switch, without telling them what services may be lost in the transition. They have no right to force people off of their grandfathered TWC accounts. The customer should be making that decision based on when he/she calls to discuss options. The phone CSR reps do not have the training to understand what services may be lost. These options need to be made VERY CLEARLY to customers before changes are made. In this customers' case, this was not done.
In contrast, the legacy TWC reps were wonderful, and always told customers what services would be gained or lost. Why are these negative experiences happening to so many customers?
Satch