Comments for New Executive Customer Service Number For Time Warner Cable

New Executive Customer Service Number For Time Warner Cable

2009-10-19T22:57:57Z

Time Warner Cable is updating the phone number for executive customer service, the new number will be:

212-364-8300, option 2.
twc.cotp@twcable.com remains the email address.

The number goes straight to the customer care advocates in the TWC Office of the President. Thanks to TWC Director, Digital Communications Jeff Simmermon for proactively keeping us up to date. He writes, "Your posts help us get help to customers that need it, and we appreciate all your efforts." Yay. (Photo: billaday)

Comment from Hello_Newman on 2009-10-24

2009-10-24T07:07:30Z

When posting email addresses like that please use an email obfuscator so harvesters don't pick it up. It will keep that mail box alive and also increase the chance people will be able to get through to them.

Comment from frankieman70 on 2009-10-21

2009-10-22T03:20:10Z

wow it worked. I recently had my cable box die on me and got a replacement box, but this box is no where near as good as my previous box, problem is they no longer carry my box so they gave me whatever the guy had. After the email I got a call and tomorrow their best cable guy will come over to my house and demo all of the HD dual tuner cable boxes TW has to offer for me, very impressive.

below is the email they sent me.

Mr.,

Thank you for writing us. You have reached the Office of the President for Time Warner Cable. Please know that we value you as our customer, and we want nothing less than to make you happy to have our service. I will be contacting someone from the corporate divisional office that oversees your area. A local employee will be in contact with you to address your concerns about your cable box. Your feedback is extremely important and appreciated.

Regards,
Customer Care Advocate
Time Warner Cable Corporate Office

Comment from EricLecarde on 2009-10-21

2009-10-21T17:27:59Z

@Razor512: You'd think that wouldn't you.

Comment from WiglyWorm must cease and decist on 2009-10-20

2009-10-20T08:23:10Z

Time Warner does respond. You just have to show them that you're not going to sit still and take it.

I had to take my issue to the BBB, but after that point, I got fantastic results.

TWC, if you're listening, it's unfortunate that someone should have to call the BBB or contact your executive customer service line in order to be helped. If there were another player in my town, I would drop you like a rock for someone else. I really wish we could get rid of these cable duopolies.

Comment from Razor512 on 2009-10-20

2009-10-20T06:36:55Z

Even if the number is useless, if they get enough calls high up, they will eventually take notice and fix the problem or change the number again to stop the calls. And if they change it, the number will always make it's way to the public.

Remember the purpose of the tier 1 outsourced support is to give you a runaround until you give up and just accept that they screwed you over. It is up to you to work your way up to get someone who can actually help, ideally you want someone from the PR department who has a bit more power and can fix problems.

Comment from NickelMD on 2009-10-20

2009-10-20T06:19:09Z

Its a trap!!!!!

Comment from davebg5 on 2009-10-19

2009-10-20T04:51:39Z

@runchadrun: Same here. TWC Offiec of the President doesn't even have access to customer accounts.

Worthless.

Comment from runchadrun on 2009-10-19

2009-10-20T03:19:47Z

I've found that this Office of the President number is rather useless if you have a complaint with the local office. I called them earlier this year and all they did was have a powerless lackey at the local TWC office call me. When I called the Office of the President back to talk to someone who could actually help me, they forwarded it to the same lackey who told me that she was the only person who could help me (while also explaining why she couldn't help me) and not to call the Office of the President again.

They had autodebited my checking account after I had cancelled their service and I wanted my money back. Eventually the issue was resolved, but only after I threatened to go to their office and call the police to report a theft.

I also filed a complaint with the FCC and received a letter from TWC in response to that "customer service is their top priority." Well, if it really was their first priority I wouldn't have had to file a complaint with the FCC.

Comment from Blueskylaw on 2009-10-19

2009-10-20T01:29:16Z

It's sad to think that some complaints/problems have to reach an executive office before they are effectively taken care of.

Comment from dreamsneverend on 2009-10-19

2009-10-20T01:23:26Z

Tell NFL to stop charging so much for it!

Comment from chadmd23 on 2009-10-19

2009-10-20T00:01:34Z

Can someone tell him to get the red zone channel!