Time Warner Cable TWC existing customer

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My first year with Time Warner is up and now that want to increase my rates by AT LEAST 50%! And this is coming from the retention department. Is there any way to keep your existing rate? I'm using a lot of their services including add ons such as digital cable, CVR, multiple boxes, turbo internet, sports tier, additional IP. You'd think those are the customers you'd want to keep.

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We cut the Time Warner cable about 5 years ago precisely for this reason. When we visited the local office to return their digital boxes, there was a line of people doing the same thing - like us, all switching to DirecTV, complaining about their lack of service, desire to keep customers happy.

Believe it or not, I had a senior rep from regional telesales call me and e-mail me within 24 hours, apologizing for the way the retention department treated me and they offered to maintain my rates for an additional 12 months. I was extremely pleased with the result and will continue to be a loyal TWC customer.

asherg said: Believe it or not, I had a senior rep from regional telesales call me and e-mail me within 24 hours, apologizing for the way the retention department treated me and they offered to maintain my rates for an additional 12 months. I was extremely pleased with the result and will continue to be a loyal TWC customer.

Keep the name, number of that rep, as you will need it when it is time for service - until TWC management finds their mistake, and fires the rep...

Actually, he asked me to keep his direct number and e-mail if I ever had anything come up. Trust me, compared to dealing with Comcast previously, this was a much better experience.

Hi asherg

I'm in the same boat. Would you care to share how the regional telesales person got to call you - did you threaten to disconnect? I just spoke to retention and they couldn't care less. Thanks in advance. I'm in Upstate NY.

I sent a nicely worded e-mail to the senior director of customer care in my region (down south) and got the phone call the next day. Good luck!

shank said: We cut the Time Warner cable about 5 years ago precisely for this reason. When we visited the local office to return their digital boxes, there was a line of people doing the same thing - like us, all switching to DirecTV, complaining about their lack of service, desire to keep customers happy.

DirecTV sounded like a good deal. Until one reads the fine print. Apparently they charge cancellation fees and after the promo period, the cost of a few of the "included" items go up.

Would you be able/willing to provide the name and contact information of the senior director of customer care that you spoke to? I too am in the same predicament. This past month Time Warner increased my rate by about 45% and I too have multiple services with the company. I just can't see any justification for paying 45% more per month for the same exact services. Any assistance you can provide would be greatly appreciated. I have tried calling Time Warner and have spoken to various associates in the Retention department and they have been anything but helpful. They are rude and give off a "I could care less attitude" attitude.



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