No, not him. Them…
Frustration is aching at my bones to the point where I feel the need to write this post. So here, Internet, is an account of my last 120 minutes:
Browsing cable/internet packages on Time Warner’s website, I think, “Man, they don’t make this very intuitive. Let me just call and straighten this out with someone.”
I call the number listed on the screen.
I’m presented with a menu and asked to answer some questions. Pretty standard stuff. And, after a few responses, I get to talking with a real person.
Not bad guys, not bad at all…
We go through the process of giving name, address, contact info, etc. Now it’s time to figure out the package.
I’ve laid out the requirements, which he seems to be inputting into a system, and he responds with two different options.
Both of these options are completely different than what I was presented on their website. Hmmm... Curious.
One option is $126 per month. The second is $133, with better internet. Okay, let’s take that one. Buffering sucks.
“No problem, sir. Let me set this up. One moment, please.”
Yes, I’m still here. And I’m told that there will be an installation fee of $9.99 for the internet service. Okay, sure.
“Okay let’s schedule this… One moment, please.”
I’m graciously thanked for my patience, although I’m given no reason for the wait. He kindly lays out some options for when I can have the installation done. We agree on Friday at 10am.
“Great, thank you. Let me finish putting your order together. One moment, please.”
I’m at work and multitasking all the way through, so honestly, the wait hasn’t bothered me to this point. But having been on the phone for 50 minutes, I’m starting to wonder…
“Hey, I’m just curious as to what the wait has been for. I’ve been on the phone for almost an hour now.”
“My apologies sir, we are having issues with our system here. However, I am finalizing your order and wanted to let you know that the activation fee is actually $99.99. I apologize for the mix-up.”
Yeah, that “installation fee” is now an “activation fee” and is 10x the price originally given. He blames his own negligence. Okay, fine, I can live with that.
Let’s move this along, I have things to do….
“So you will have to pay that cost, along with the one-time fee for the cable boxes, up front. And your final package price is $144 a month.”
Whoa, whoa, whoa… Let’s back that up. I can forgive fudging the fee, but the monthly price is now $11 more than you had told me before. I ask him if he can review the order for me to clarify.
I’m put on hold. “One moment, please…”
The man has been nice, so I don’t want to take my frustration out on him. Time to tweet.