December 29, 2007
Time Warner Cable Internet and Sneaky Price Increase
Time Warner, without so much as an insert to the bill, raised my internet access monthly bill from $34.95 to $44.95.
Most of my bills are on autopay, and most of them are flat fees per month, meaning I only open the statements when I’ve got two or three; I quickly make sure they’re charging what they should, then file them.
So imagine my shock when I opened this month’s statement from Time Warner Cable and found the price increase. No new line item, no notation, not even an insert explaining the 30% increase – let alone a phone call. I quickly checked the last two months; nothing in there either. Were they just hoping I wouldn’t notice?
Naturally, I immediately called them. After an acceptable wait time (about 3-4 minutes), I got a human being. Male, heavily accented, didn’t offer his name. He called up my account and told me I have been “under a promotion” for the last year, and now that the year is up, the promotion has expired, and my service is reverting to the original price.
Understandably, I told him to put the “promotion” back. He said the only promotions they have are for more services, like digital phone (of course!). So I asked to speak to a supervisor.
At this point, it got surreal. He put me on hold, then came back to say, “No supervisors are available. Besides, they won’t change the pricing, what I’ve told you is how it works.” I insisted he let me speak to a supervisor, at which point he added that they were, “busy doing other things.” He could not elaborate. The best he could offer was that I should, “call back later.” When they’re finished doing other things? “Why should I call back later,” I asked, “if I don’t know what they’re doing, and therefore, if they’ll be finished?”
Never mind the gigantic, crushingly obvious question of just what in the Grinch’s goiter is more important than talking to your customers?
I insisted he try again; I was on hold for less than 20 seconds before he came back with the same scripted line, that, “no supervisors are available.” And continued to insist that they couldn’t help me anyway, he’d already given me the answer they would.
So it seems that companies, in a continuing effort to anally abuse their customers while taking our money without any responsibility for actually servicing them, have escalated the fight. They now have realized that most of us understand the poor minimum wage lackey front line customer service phone drone – assuming, of course, that they’re not some fungible galley slave from a sweatshop in another country – is useless.
They know that we the customers are no longer satisfied with scripted platitudes – horror of horrors, we actually want results! I want to be treated with common sense and character. Not companies that suddenly change the deal because it’s not in their favor anymore.
The most frustrating thing, however is this – what can I do about it? Cable companies are still monopolies; I can’t decide to leave this company in favor of another. So assuming I still like high speed internet, all I can do is shut up and keep paying. Hell, they could double the price, and it would still be cheaper than me putting in a land line to get DSL, the only viable alternative.
Oh for when satellite internet comes around. Time Warner, I am now counting the days until I can tell you where to shove your promotion. In the mean time, at least I can hurl stones at Goliath thanks to my David – the blog.
Oh, and I can also resolve to stop paying for Time Warner products. In fact, with the extra $120 a year they’re getting from me, I’m sure they’ll completely understand if I obtain a commensurate amount of TV, movie and musical entertainment “free of charge,” courtesy of this expensive internet connection.
I’ll just tell them that me paying for that stuff was a “promotion” which has now expired.