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Posts tagged “internet

TWC: You Rock! (And Latasha, you still suck.)

So I called my internet.cable/phone company in July to terminate my cable services, because:

a.) I can’t justify paying $35 per month when Netflix is $8. And
b.) I never watch it anyway.

Usually, I listen to Baroque or Big Band/Swing on the TV and that’s the most I have to do with it. The rep (back in July) that I spoke with, Iris, promised that she would “take care of me”. I’m not keen on special promos and ratings etc.- I simply don’t care much and so when she rebundled me, she swore that my rates would be lower and I’d be saving money in the long run. I still wanted to cancel my cable however ,so she snagged me by offering me a $300 Visa gift card that could be used anywhere. It’s not Monopoly money; it’s a real Visa. Ok. Sign me up! So she did.

But what she didn’t do is inform me that if I defaulted on my payment or was late even once, the deal would cancel itself out. Thanks Iris. So I waited. Weeks drew on and no Visa. I had called in to get a 6 day extension on my TWC account, which they gave me- which canceled out my Visa gift card. Guh.

Fast forward another month. Another round of phone calls to TWC (Time Warner Cable) and two reps and one supervisor later, I was told that my Visa would definitely be on its way. Still, they failed to tell me why it had been cancelled to begin with- they only made promises that the situation had been rectified. K.

Another month goes by- no Visa. Another round of phone calls and two reps later, another hollow promise of the elusive Visa gift card that had apparently been sucked into a big space of nothingness. Another month. Another round of phone calls- and still- no plausible explanation as to where the gift card was or why it continued going MIA! Maddening!

Last week, I spoke with a rep, Latasha, who was utterly useless and tacky to boot. I’m a former top rep and customer service is “my thing”. I know all about the top offers and sales tricks- I know every trick in the book- I speak the language. So, it’s really hard to get something over on me on the phone.. Still, I was left clueless and more frustrated with each phone call. I told Latasha how useless she was as a rep and manager because by now, it’s December and I’ve still got cable and have still been paying an additional $35 per month from trusting Iris.

I insisted that not only did I not get the $300 gift card, I now had spent an additional $200+ on cable that I didn’t want and had tried to cancel repeatedly. Latasha offered my a $45 credit to my account and offered to rebundle me for $120 per month- no dice. $45? That’s a joke! I told Latasha that I wouldn’t settle for anything less  than $150- $200. Period.

We haggled tirelessly like two Marrakesh street vendors in the market place; she wouldn’t budge and neither would I. I asked to speak to her supervisor and asked for her supervisor’s name. I could actually hear Latasha laughing with her coworkers. Party foul. Totally unacceptable. The call didn’t end well.

I called right back, now in tears, and spoke with a different supervisor, Eric. Eric was awesome. By now, I was on a first name basis with most of TWC’s reps and Eric was super friendly who clued me in on what to do. Thanks Eric- you rock! Eric was able to put $45 back into my account- right off- and told me to wait a few days, and then call back and speak with customer solutions. They’re the ones who want to really keep you as a customer and are willing to wheel and deal (with $) in order to do just that. Sounded good to me!

So I did. I just got off the phone with TWC. Brian was the customer solutions rep I spoke with and he was just the best. Brian rebundled me so that my phone, internet and cable would be reduced to $93 per month- before taxes ($102 afterwards) and he would also increase our internet speed to “Extreme” at no additional charge- “it’s on the house”. But that’s not all! I told Brian that I would be willing to keep my cable if I could recoup some of my money that I’d lost over the past 6 months. (That was my bargaining chip and it worked.) Eric spoke with his supervisor and when he returned, he offered me a $150 credit back to my account. Ba tah bing! Triumph!

So then, in the past week alone, I’ve been able to recoup $200 back to my account and as it stands right now, I not only don’t have a bill at the moment, I have a $70 credit for next months bill, making my phone/internet/cable bill next month $30. That’s doable. 🙂 For whoever may be reading this, if you’re with TWC and you’ve payed your bill for 3 months consecutively without being late, you’re entitled to a $300 Visa gift card. It’s yours, and it’s your right as a customer to have that. So go on and getcha some!

The moral to this story is: never give up. Always fight for what’s yours!

And Latasha, you still suck.

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Flatline

I woke up this morning to a sink full of pee. Also, there are two rolls of toilet paper missing. I scroll through my mental rolodex of people, friends, animals, and other beings who have been in this place for the past 24 hours. What could this mean?

It’s kind of like the game Clue, except the wrench or gun has been replaced with a sink of pee. Josh thinks our dog did it. He does sometimes climb up on the counter (over the sink) and tear into the trash. Yes, yes, perhaps. Could he have peed in the sink? It’s possible. But the two rolls of toilet paper. How could they have simply vanished? No traces of their whereabouts. 

These are things that I can ponder over the next twelve days without the internet. I’ve been stashing game and entertainment folders like a hoarder preparing for the apocalypse. Twelve days without the internet! That’s a lifetime. I’ve been chained to this bed and laptop for days- knocking out assignment after assignment. Criminology final- check. Cultural essay (with MLA citations) in Spanish II- check. Five remaining assignments in Lifetime Fitness and Wellness- check. I’ve knocked back 4 classes (and my finals) a month early in preparation for the internet crash. I remember taking pictures outside…and shadows! I like shadows! Two more days of school madness and it’s over. I’m hobbling through the finish line but dang it, I made it.

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I’ll be back with stories of my graduation. Until then, farewell all!
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