Time Warner Cable Problems

Time Warner Cable: "...under-trained, ignorant people..." according to an actual Time Warner Cable employee.



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Time Warner Cable Problems

This horror story about Time Warner Cable was reported on the CONSUMERIST by Devlin from Simi Valley, CA:


GoToDish says (in response to a previous poster's rant about never getting a call back in a Time Warner Cable service request):

I know why you were never called back. As a former Time Warner Cable employee who recently quit, it was a result of under-trained, ignorant people and a desperate attempt on TW's part to fill positions due to Adelphia employees leaving. I was hired in July under written notice that we would be in four weeks of in-class training and two weeks of nesting (side by side training on the phones with tenured employees). What my class received was one week of half-assed training by one trainer who was leaving and the second trainer was amazed at what we DIDN'T learn and crammed two weeks into one. Bottom line, we were thrown onto the phones in two weeks and two days, basically set up to fail. The choices left were to either ask for the training you felt you needed and be marked a 'problem, not qualified employee,' or sit there day in and day out and (provide) the exact type of service you experienced, and that is to BS the customer into believing the problem has been resolved. I've been in customer service for years and years and happen to be one of the few who took pride in what I did. Unfortunately, TW wouldn't allow me to do that. They prefer the BS'rs in order to buy time. Considering the major transition within Time Warner/Adelphia/Comcast, many of us felt that not even four weeks in-class training would have been adequate enough in order to make up to valued customers legitimate complaints. I fought hard to retain my position in order to give all of you the service you rightly deserved, but nothing gave me more pleasure than to get a customer who had been struggling, just like you, and I resolved her problem in a timely manner, received her gratitude and simply unplugged my phone in the middle of the day, packed up my desk and said Adios. I am currently employed, making much better money, but most importantly, I'm building a customer base I am proud of and providing people with what they honestly deserve.

Devlin
Simi Valley


PS.. The first poster pretty much has the Crackhead point accurate.