Friendly Monopolies and Customer (Dis)service
Fitting that, just before walking in to pay our cable TV bill in Garland Saturday, I’d been listening to Lily Tomlin’s classic Ernestine the telephone operator routine on some FM station. You know, the one where she browbeats a customer into settling a $24 bill by saying he can’t escape the phone company, which is “omni-potent.” When the bit was over, I entered the office of our friendly local cable monopoly, aka the Time Warner Cable office on Centerville Road. There, two dozen customers were standing in line waiting to see one of two clerks. The customers were uncommonly good-natured, pointing newcomers to the line’s end, opening the door for elderly customers toting heavy defunct set-top boxes.
Fifteen minutes went by as the line inched forward. Then 30 minutes. Then 45, maybe 50. Just as I was one guy away from taking care of business, the clerk yelled out, “Anybody just have a bill to drop off with a check?” I did. “You don’t have to wait in line,” he said loudly. “Just bring it straight to me.” There were no signs about this, no nothing. Then the kicker: If you’re paying by check at the office and you want a receipt, seems it will cost you an extra $5. Five bucks as punishment for paying your bill in person with a check? They call it some kind of “processing” fee; I’d call it robbery. So, consider this fair warning if you show up in the flesh to pay your bill at Time Warner: Ernestine’s “omni-potent” people are still in charge.
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No shock that Time Warner is a total customer service disaster. I switched to a national satellite provider and will never go back to cable.
@ Juan Pablo
Ditto
Even the Post Office is better at customer service than that place on Centerville.
American Airlines is just as bad. They charge you $30 just to pay for your ticket at a counter or $20 to do it over the phone. AA is a customer service disaster.
It’s been more than five years since I was a cable customer, but I’m sure they also offer online bill pay. No telephone operators, no lines, no checks, no fees.
Welcome to the 21st century.
Should I get off your lawn now?
People still pay bills in person?
@Marcus: They might, if they wait until the last possible day and want to avoid a penalty.
@Tom: A lot of customers–including many minorities–seem to prefer to pay in person with cash, or can’t or don’t want to pay “online” for whatever reason. Welcome to the world of real people.
I can’t wait until Bethany and Tom get married and start posting in unison as “Tomany” while sounding like Alvin’s Chipmunk chorus.
I also left cable around 5 years ago. The dish network companies are so customer oriented about everything! I will never go back to cable. Companies who treat customers with disrespect should not succeed! There are options. And the consumer should choose those companies that provide good service. Life is too short to deal with the cable company!
Uhhh…Why are you dealing with Time Warner if they suck so much? Fire them. Get a satellite or U-Verse or something. Time Warner will continue to screw you and their other customers until they realize they lose customers when they behave like that.
Try the office on Dilido next time, i’ve always got good service there.
Oops, i guess the street i’m thinking of is Chenault which is off of Dilido.
Last minute payments can be made to Time Warner via telephone. You probably burned through your late fee fine by driving to their office.
Hey Flintstone, use online bill pay next time.
Best way to get any company’s attention is to skip paying your bill and let them call you.
I used to have service with a national satellite provider, then I moved to a lovely neighborhood with a ton of beautiful old trees. That is, beautiful old trees that block satellite transmission. (Don’t we have technology for that?) And no U-Verse in my ‘hood either. So, TWC. And… I positively loathe them. Terrible customer service, sluggish remote response… I know, I could pick up a book every night instead of my remote, but — Ugh! I cannot wait until I have another provider option!
How do you know if it’s a Glenn Hunter post:
1. Is it snarky? Check
2. Does it complain about something insignificant in the greater scheme of things? Check
3. Does it act like if Glenn does it then this is the way that “real” people should do it? Check
A couple things Glenn: you are requiring Time Warner to mann the office to take your check, which they do for free. If in addition to that, you want them to print you a receipt (which your check IS a receipt!!! duh!) then yes, they should charge you for that ridiculous waste of time. Personally, though I no longer am with Time Warner, I do not see your above story as a “real person being robbed.” Period.
A left Time Warner many years ago when they first entered the market. I’ve dealt with many companies. They were the worst I’ve exer experienced. Their customer service, follow-up and the way they treat their customers was awful. I was never late on any payment and a valued customer when they were formerly Comcast. My experience was absolutely horrid. I switched to a fiber optic provider and have been thrilled with their service. I am not one of these that flame companies, but a customer who recommends others to leave them. The only way they will listen if people seek out other television and Internet providers. There are so many other options other than this horrendous company.
Wow, Glenn. No mention of how this is the fault of liberals or Obama? You are slipping.
@ Wordy
“you are requiring Time Warner to man the office to take your check, which they do for free.”
Yes, it is certainly a privilege to pay a bill. A company certainly should not consider the cost of the oldest form of collections on Earth when forming their business model.
I love Glenn’s opinions generally, but this is just another ignornace of entitlement bitch that turns me off. Know what you are getting into and deal with it. Government and the needless inconvenience is inherent. Can’t wait for healthcare reform.
@JB
as technology has advanced so should a business model. So, yes, if Time Warner wants to reward people for using a more efficient form of payment (as do most companies I know: phone, electric, cable, credit card) then I would say that is just smart business. My comment was simply to point out that they have set up a way for him to pay in the “oldest form of collection.” The issue is his requirement for a receipt when his check itself (ask ANY bank teller) is a receipt.