Email TWC

[leprechaunshawn]

I keep up with reading EngadgetHD.com on a daily basis and am becoming increasingly frustrated with reading about other TWC divisions recieving HD channel additions while we here in SE WI get nothing.  I've decided to email TWC every time I read about another division adding channels.  Ive started with this email that I wrote today.  Maybe some of you who are also unsatisfied with TWC can send a similar email.  

Here is what I emailed TWC today:


I'll get right to my 2 questions first, and then share some details that led me to asking these questions.

1.  Why is TWC WI so slow in adding HD Channels?
2.  When will more HD Channels be added to my channel lineup?  

In the past week four other TWC divisions have added a considerable amount of HD channels and I would like to know why TWC WI is not following the trend.

Columbia SC, Albany NY and the Piedmont Triad Region of North Carolina have all added the Discovery Suite of channels.  This includes Science Channel HD, TLC HD, Animal Planet HD and The Discovery Channel HD.

Dallas TX has just added 11 HD channels which includes CNN HD, TBS HD, History Channel HD, Food Network HD, A&E HD, HGTV HD, Discovery Channel HD, Animal Planet HD, National Geographic HD, Versus/Golf Channel HD and Fox Sports Southwest HD.  Also according to Gary Underwood, a TWC spokesman, North TX should have 50 HD channels by the end of the year while here in SE WI we are left with only 23 channels.

It seems that many TWC divisions in the US are adding HD channels almost like they're going out of style yet TWC WI has added just 3 HD channels to my lineup in the past 6 months.  This is absolutely ridiculous and is completely unacceptable.  If TWC WI does not begin to add HD channels soon there is going to be a mass exodus to providers such as Direct TV, Dish Network and AT&T, all of which carry considerably more HD channels than TWC WI.

High definition is not a fad, it is not the future, it is NOW.  And loyal TWC customers demand and deserve more HD content be added immediately.

Thank you for taking the time to read my email and I look forward to an educated reply ASAP.

[gb4fan92]

Nice letter. However no one at TWC WI will see it because they have their email programmed to automatically filter customer complaints/comments into the spam folder !!

[hormy_83]

Great letter!  I'm sure there are a ton of customers that have the exact same thoughts - I am one of them  Keep us posted - I am interested to hear what their excuse is this time...

[markndonna]

I used to email them daily. It never worked and became fruitless. I choose to switch to U- Verse and quite frankly I love it and the cheaper price. My picture quality has suffered a little, but as an early, very early, HD adopter.  I got tired of waiting- and waiting- and waiting-etc.......................... :bang:

[leprechaunshawn]

Unfortunately for me, I have no option other than TWC.  U-verse isnt available in my area yet and our landlord wont let us put up a dish.

[PWFD81]

I wonder if you will ever hear from them?

Great letter!!

T

[ArgMeMatey]

E-mail will get you nowhere on policy/contract questions.  You'll get canned responses or none at all.  Calling customer service on the phone will also get you dartboard responses.  

These are management issues in almost every case.  

Instead:

First call the office of Bev Greenberg at Time Warner in Milwaukee and ask your questions directly to her or a representative on the phone.   I was advised to do that by local government a couple of years ago, and surprisingly I actually got to talk to somebody in her office and they had some good answers.    

Second, if you're not happy with their response, contact your local franchising authority to find out what their process is for filing complaints and under what circumstances it can be used.  

You already know the third option.  

Good luck.

[leprechaunshawn]

Here is the generic answer I got from TWC today:



Dear Mr. Corrigan:

Thank you for writing Time Warner Cable.

Thank you for letting us know that you are interested in more HD Channels in the Time Warner Cable Channel Line Up. I'm sorry that we don't offer the channel you are requesting at this time. Decisions concerning channel and package additions are made at the corporate level. Your request is being forwarded to our programming department. We will keep you updated, as information becomes available to us. We are anxious to please our customers, and we appreciate your input.

If we can answer any additional questions or account concerns, please feel free to respond to this email below. You will notice that your email has been assigned an incident number as to remain in constant contact with me until you feel your questions and concerns have been answered to your satisfaction. If we can assist you in the future with any questions or account concerns, please feel free to visit us online at http://www.timewarnercable.com/milwaukee or email us at timewarnerwi@custhelp.com.

Thank you for using Time Warner Cable!

Sincerely,

Consumer Contact Department
Time Warner Cable



My reply to that:

That must be the most generic and un-detailed answer
I have ever recieved to any question I have ever asked
anybody.  Why is it so difficult to get someone from
TWC's so called "customer service" department to
actually answer a question.  I asked two specific
questions and neither of them was addressed in your
useless reply so I'll ask them again.

1. WHY IS TWC WI SO SLOW IN ADDING HD CHANNELS?
2. WHEN WILL MORE HD CHANNELS BE ADDED TO OUR LINEUP
IN SE WI?  

If you cannot answer these questions with real answers
please forward this email to someone who wont waste my
time and will actually answer these questions.

[markd]

That's a form letter response.  I've gotten the exact wording from them in the past (on more than one occasion even).  Sad.  :bang:

[gparris]

TWC Wisconsin should be taken over by Comcast from our south, IMO.

In my experience with Comcast service in Chicagoland to our south, even as of this weekend, their Motorola HD DVRs work fine:
The channels change and move fast as your fingers can hit the buttons - and - there is no lack of HD channel additions, either (at about the same pricing).
My nephew, a severe-gaming guy, very quick on his fingers, couldn't go fast enough to slow down the HD DVR box, even with their the dozens of HD channels, including their selection of free HD movies on demand, too (outside of the many HD PPV also available).

For those with Comcast HD service, there is no threat of something as horrid as "Navigator" coming along, either.
As far as losing any HD channels, in Minnesota, which once had TWC, now taken over with Comcast, it still offers HD channels like HDNET and HDNET Movies:
We wouldn't lose them, for those who'd miss them here.

So maybe TWC Wisconsin has "given up" answering any of our questions or meeting our demands for more HD channels
(even those it offers in so many other TWC locations that it can) once and for all !

Question: Is TWC here "in process" of being bought out here for Comcast service for Wisconsin?

-We could wish!:cool:

Navigator on the 8300HD boxes this April rollout will probably be the final "nail" in the TWC "subscriber coffin" for adding or keeping higher-end subs (HD subs) and those that can migrate to U-Verse, DirectvHD or DishnetworkHD will finally do so, IMO.

[cdnelson]

I had e-mailed the same question to TWC Wisconsin and gotten the exact same canned response.   I looked around and supposedly Syracuse is the "corporate headquarters" so I wrote them asking from some explanation of the disparity between SE Wisconsin and other markets.  I also asked if they could get Ms. Greenberg to explain why she doesn't directly address subscriber concerns.

I'll let you know what kind of response I get, either way.  (Most likely another form letter. :mad: )

[RLJSlick]

Join the club, I read Engadget and EngadgetHD every day, and every single day TWC is giving another town tons of HD. Personally I'm just counting the day that I can leave TW.  I've emailed them at least 10 times now, and pretty much get the same answer "we are working hard, and will have a lot of programming soon blah blah blah"
As far as your letter, they will just remind you that they are a different division and that every area have to negotiate  their on contracts separately or something like that. Again I'm sick of them and can't wait to move on to something bigger and better.
Good try.

I keep up with reading EngadgetHD.com on a daily basis and am becoming increasingly frustrated with reading about other TWC divisions recieving HD channel additions while we here in SE WI get nothing.  I've decided to email TWC every time I read about another division adding channels.  Ive started with this email that I wrote today.  Maybe some of you who are also unsatisfied with TWC can send a similar email.  

Here is what I emailed TWC today:


I'll get right to my 2 questions first, and then share some details that led me to asking these questions.

1.  Why is TWC WI so slow in adding HD Channels?
2.  When will more HD Channels be added to my channel lineup?  

In the past week four other TWC divisions have added a considerable amount of HD channels and I would like to know why TWC WI is not following the trend.

Columbia SC, Albany NY and the Piedmont Triad Region of North Carolina have all added the Discovery Suite of channels.  This includes Science Channel HD, TLC HD, Animal Planet HD and The Discovery Channel HD.

Dallas TX has just added 11 HD channels which includes CNN HD, TBS HD, History Channel HD, Food Network HD, A&E HD, HGTV HD, Discovery Channel HD, Animal Planet HD, National Geographic HD, Versus/Golf Channel HD and Fox Sports Southwest HD.  Also according to Gary Underwood, a TWC spokesman, North TX should have 50 HD channels by the end of the year while here in SE WI we are left with only 23 channels.

It seems that many TWC divisions in the US are adding HD channels almost like they're going out of style yet TWC WI has added just 3 HD channels to my lineup in the past 6 months.  This is absolutely ridiculous and is completely unacceptable.  If TWC WI does not begin to add HD channels soon there is going to be a mass exodus to providers such as Direct TV, Dish Network and AT&T, all of which carry considerably more HD channels than TWC WI.

High definition is not a fad, it is not the future, it is NOW.  And loyal TWC customers demand and deserve more HD content be added immediately.

Thank you for taking the time to read my email and I look forward to an educated reply ASAP.

[RLJSlick]

That is almost word for word what they have sent me, 5 or 6 times.

Here is the generic answer I got from TWC today:



Dear Mr. Corrigan:

Thank you for writing Time Warner Cable.

Thank you for letting us know that you are interested in more HD Channels in the Time Warner Cable Channel Line Up. I'm sorry that we don't offer the channel you are requesting at this time. Decisions concerning channel and package additions are made at the corporate level. Your request is being forwarded to our programming department. We will keep you updated, as information becomes available to us. We are anxious to please our customers, and we appreciate your input.

If we can answer any additional questions or account concerns, please feel free to respond to this email below. You will notice that your email has been assigned an incident number as to remain in constant contact with me until you feel your questions and concerns have been answered to your satisfaction. If we can assist you in the future with any questions or account concerns, please feel free to visit us online at http://www.timewarnercable.com/milwaukee or email us at timewarnerwi@custhelp.com.

Thank you for using Time Warner Cable!

Sincerely,

Consumer Contact Department
Time Warner Cable



My reply to that:

That must be the most generic and un-detailed answer
I have ever recieved to any question I have ever asked
anybody.  Why is it so difficult to get someone from
TWC's so called "customer service" department to
actually answer a question.  I asked two specific
questions and neither of them was addressed in your
useless reply so I'll ask them again.

1. WHY IS TWC WI SO SLOW IN ADDING HD CHANNELS?
2. WHEN WILL MORE HD CHANNELS BE ADDED TO OUR LINEUP
IN SE WI?  

If you cannot answer these questions with real answers
please forward this email to someone who wont waste my
time and will actually answer these questions.