TWC: The Good, Average, and Ugly Evaluation List

[Jack 1000]

(Side-Note:  I actually posted this in the TWC Evaluations Thread, but to get more responses, because it is a good discussion topic, I plan to delete that post, and have this thread for feedback.  If responses are good, maybe Tom can pin it up:)

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TWC Evaluation Compositve List

+= Good

-= Bad

0=Varies (Need more Information)

For TWC:

+: Like to bundle services
+: willing to renegotiate deals to keep customers happy.
+: awesome Digital Phone
+: awesome High Speed Internet
+: Caller ID on TV
+: Best HD channel selection.

-: Outdated cable boxes and DVR's
-: Unreliable cable boxes and DVR's
-: Cable guide is lacking essential features of current technology such as:

Keyword Search
Permanent Guide Filtering
Manual Recording

-: Stupid independent contractors for new installs. (Only Signature Home uses top techs for new installs.) Only certified TWC techs should do both repairs and installs.

-: Level one customer service is caring in my division most of the time, but is not competent or trained to handle questions about most of the technology.

0: Remote DVR Manager is so much better than the boxes for searching. But it goes in the variation category, because when it works it works well, but there are many times when it doesn't work, you can't log in, or it freezes.

0: I-Pad Guide: A relative of mine has this feature and it works well for him, but I have read that many divisions have problems with it.

0: Inconsistency across TWC divisions for customer service courtesy, tech promptness, and knowledge of equipment. Some reps are awesome, others are awful.

0: How much training does the average TWC Independent Contractor have? The average in-house tech? A level 1 CSR? What steps can be taken to improve communication in areas that are lacking?


Jack

[gparris]

When I finally move, I will ask for a moving option, new  bundle and so on, but I don't think that I will need "Signature Home" just to get good installers and some newer, crappier DVR boxes, just some installer who knows what to do and be done with it as the house already got jacks in it and all.
To push that more expensive option on me as I move just to get good service sounds bad on TWC's part.
Your ratings are right on target with me, the boxes are clunky, the HD selection is great, along with the other services of phone and internet, but service is service and if the installer is an idiot, I will let TWC know without holding back.
I don't have much concern over the guide as you do, but that's just me, I guess.
-Nice ratings.