Monday, December 22, 2008


1- TIME WARNER notifies me the switched digital box is available now. This will allow TiVo with twin cable cards to receive channels I've been paying for but would not work with those cablecards (which cable companies hate because they thwart their PPV.) PayPerView IS available through TiVo if attached to broadband, though through other (i.e.: non-cable company) providers, like Amazon or Netflix.

2- I go get the Switched Digital Box, install. Then re-install, because it doesn't seem to be getting many new channels, just 7.

3- I call TW - their rep asks, "Can I put you on hold?" and double checks that I should be receiving the channels their guide SAYS I should, but cannot. It is deemed correct. They'll have to send a tech. The tech was scheduled for today 8-Noon. I wait. He arrives at 1PM.

4- By 2:45 after much futzing, he says I need a new switched digital box. I politely hurry him out the door and drive to the TW shop to get a replacement. 20 miles. Another hour.

5- The guy at the counter says mine was the first return (uh-oh...)

6- I install the new box.

You know what's coming.

It doesn't work any better than the old one.

What a positive experience. They should change their name to TimeWaster-Warner

Friday, late in afternoon - This just in - they called me - in fact it was today's tech on the phone - he wants to send someone who can really help. I said okay: Monday at 9.

7- Sunday - We get an automated call from the TW computer - it says the tech will be here between 8 and Noon Monday.

8- Monday morning I get a live call at about 9:30 - the tech won't be here til after noon. That then changes under questioning, to after 1:30.

THIS supervisor explains that the boxes are new and they still have to work out the bugs. I explain I am not their beta test site and that it would make sense to have the techs who call on these issues to have a certified working box with them. He says they don't do it that way.

9- I explain all of the above and ask for a higher level rep. After being on hold twice I am connected to the service rep on the desk at the office. She offers me $20 - I refuse. She also told me at one point I should come into the office to discuss, that people were waiting. I explained to her I've been waiting several days.

10- I confirm with her the channels I SHOULD receive. I ask twice, am told the same thing twice. I asked twice because a) I don't believe what I am told is accurate and 2) I already get channels I shouldn't get according to what she said, and don't get ones I should.

11- Monday "9AM" tech shows at 1:30. Leaves at 4:50
Problem almost solved, although I still don't recieve all the channels.

12- I have taken up the systemic issues with higher levels of service supervision and hope to reach even higher. Poor scheduling, lack of proper information, lack of tech training, lack of concern for customer's time as ebvidenced by ridiculous conpensation plan.

One item discovered - you cannot use protection on your cable because the Switched Digital Box/Adaptor will not function properly. Good luck in a thunder storm.

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