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Status: Analyst Steve Anderson is here. Status: working user Kathryn has entered room
analyst Steve Anderson has entered room
Kathryn (Tue Sep 2 17:35:09 CDT 2008)>Do I need to type my message all over again???
Steve Anderson(Tue Sep 2 18:35:17 CDT 2008)>Hello! Thank you for choosing Time Warner Cable's Online Chat Support. My name is Steve. Kindly give me a few moments while I retrieve your account details.
Kathryn (Tue Sep 2 17:35:17 CDT 2008)>ok
Steve Anderson(Tue Sep 2 18:35:27 CDT 2008)>Meanwhile is that fine if I address you by your first name?
Kathryn (Tue Sep 2 17:35:26 CDT 2008)>sure
Steve Anderson(Tue Sep 2 18:35:41 CDT 2008)>Thank you Kathryn.
Steve Anderson(Tue Sep 2 18:35:42 CDT 2008)>Can you please explain your issue in detail once again?
Kathryn (Tue Sep 2 17:35:42 CDT 2008)>ughgh.. :P
Kathryn (Tue Sep 2 17:36:06 CDT 2008)>I have been waiting all day for the repair guy to get here today... still no sign of him....
Kathryn (Tue Sep 2 17:36:17 CDT 2008)>I have been without cable and internet since last week...
Kathryn (Tue Sep 2 17:36:54 CDT 2008)>only reason I am on the internet now is through my wifi laptop computer ... accessing someone elses services....
Kathryn (Tue Sep 2 17:37:53 CDT 2008)>I work overnights... so I normally sleep in the day, but I have been forcing myself to stay awake so that I don't miss the repair guy. (If I go to sleep in my bedroom, I'll never hear the knock on the door)
Kathryn (Tue Sep 2 17:38:43 CDT 2008)>I keep going to the front door and double checking to see if I might have missed him somehow, but there is no tag on the door, so I think I am safe to say that I haven't missed him...
Kathryn (Tue Sep 2 17:38:55 CDT 2008)>just anxious for him to get here...
Kathryn (Tue Sep 2 17:40:05 CDT 2008)>BTW... you need to update your chat site to accomodate the new Google Chrome Browser... I had to start this all over again b/c your site doesn't accomodate the new browser....
Kathryn (Tue Sep 2 17:40:53 CDT 2008)>Are you still there???
Steve Anderson(Tue Sep 2 18:41:12 CDT 2008)>Yes.
Steve Anderson(Tue Sep 2 18:41:14 CDT 2008)>Kindly give me a moment.
Kathryn (Tue Sep 2 17:41:11 CDT 2008)>ok
Steve Anderson(Tue Sep 2 18:42:38 CDT 2008)>If I understand, you have an appointment today. Is that correct?
Kathryn (Tue Sep 2 17:42:44 CDT 2008)>yes
Steve Anderson(Tue Sep 2 18:43:01 CDT 2008)>Thank you for the information Kathryn.
Steve Anderson(Tue Sep 2 18:43:02 CDT 2008)>I would be glad to assist you in this regard.
Steve Anderson(Tue Sep 2 18:43:03 CDT 2008)>May I have a couple of minutes to research on this.
Kathryn (Tue Sep 2 17:43:52 CDT 2008)>When I called on Saturday, they said that the first available time they could be here would be today (b/c of the holiday). But, they were pushing my appointment in today b/c I am completely without service.
Kathryn (Tue Sep 2 17:45:19 CDT 2008)>ok -- I am really exhausted and wish they could be here soon so I could get some sleep. I have to work another overnight shift tonight.
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analyst Steve Anderson has entered room
Kathryn (Tue Sep 2 17:46:32 CDT 2008)>wb Steve
Steve Anderson(Tue Sep 2 18:47:50 CDT 2008)>Thank you for your patience.
Steve Anderson(Tue Sep 2 18:47:53 CDT 2008)>Can you please provide me with the account holder's full name and the account number?
Kathryn (Tue Sep 2 17:48:09 CDT 2008)>Kathryn ******** 00831*****
Steve Anderson(Tue Sep 2 18:53:44 CDT 2008)>Kindly give me a moment.
Kathryn (Tue Sep 2 17:53:42 CDT 2008)>ok
Kathryn (Tue Sep 2 17:55:29 CDT 2008)>while waiting on you, I'm moving some wash to a dryer... will brb... don't go away....
Kathryn (Tue Sep 2 17:58:44 CDT 2008)>I'm back...
analyst Steve Anderson has been temporarily disconnected. Please wait while the analyst attempts to reconnect.
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Steve Anderson(Tue Sep 2 19:02:33 CDT 2008)>Thank you for your patience. I appreciate your patience.
Steve Anderson(Tue Sep 2 19:02:33 CDT 2008)>Yes the appointment is been cancelled which is on 9/02.
Kathryn (Tue Sep 2 18:02:43 CDT 2008)>why???
Steve Anderson(Tue Sep 2 19:02:52 CDT 2008)>Hello! Thank you for choosing Time Warner Cable's Online Chat Support. My name is Steve. Kindly give me a few moments while I retrieve your account details.
Steve Anderson(Tue Sep 2 19:03:11 CDT 2008)>wait for a while.
Kathryn (Tue Sep 2 18:03:42 CDT 2008)>ok - but I didn't request the appt to be cancelled. I've been waiting up all day for him to arrive.
Steve Anderson(Tue Sep 2 19:05:37 CDT 2008)>But as per the record the appointment was cancelled.
Kathryn (Tue Sep 2 18:06:59 CDT 2008)>I didn't cancel it. Who did? and why? I wouldn't have tortured myself by staying awake to make sure that I wouldn't miss him. That simply wouldn't make sense.
Steve Anderson(Tue Sep 2 19:07:21 CDT 2008)>Kindly give me a moment.
Kathryn (Tue Sep 2 18:07:29 CDT 2008)>I am still VERY much without cable and internet service through Time Warner.....
Kathryn (Tue Sep 2 18:07:33 CDT 2008)>okay...
Steve Anderson(Tue Sep 2 19:08:54 CDT 2008)>Can I send a technician at your place?
Kathryn (Tue Sep 2 18:08:54 CDT 2008)>please do....
Kathryn (Tue Sep 2 18:09:03 CDT 2008)>can you send one NOW???
Steve Anderson(Tue Sep 2 19:09:25 CDT 2008)>Just give me some moments.
Kathryn (Tue Sep 2 18:09:30 CDT 2008)>(before my head is with a keyboard attached to it)
Kathryn (Tue Sep 2 18:09:37 CDT 2008)>ok
Steve Anderson(Tue Sep 2 19:10:47 CDT 2008)>Can I send a technician at your place on 09/10?
Kathryn (Tue Sep 2 18:11:03 CDT 2008)>NO!
Kathryn (Tue Sep 2 18:11:05 CDT 2008)>Today...
Kathryn (Tue Sep 2 18:11:19 CDT 2008)>I'll be in a conference 9/9-9/12..
Kathryn (Tue Sep 2 18:11:36 CDT 2008)>I have already been without internet service for about a week...
Steve Anderson(Tue Sep 2 19:11:51 CDT 2008)>I sincerely apologize for the inconvenience cause to you in this regard.
Kathryn (Tue Sep 2 18:12:07 CDT 2008)> I am stuck with no tv and no internet...
Kathryn (Tue Sep 2 18:12:17 CDT 2008)>I work overnights...
Kathryn (Tue Sep 2 18:12:27 CDT 2008)>and was attending a conference last week....
Kathryn (Tue Sep 2 18:12:53 CDT 2008)>I need someone to come out today... they promised today... and I think that they should be here today.
Steve Anderson(Tue Sep 2 19:13:13 CDT 2008)>The earliest possible date available is on 09/10.
Kathryn (Tue Sep 2 18:13:17 CDT 2008)>that simply won't do. I won't be home...
Kathryn (Tue Sep 2 18:13:30 CDT 2008)>I can't go without internet service and cable service that long.
Kathryn (Tue Sep 2 18:13:38 CDT 2008)>It is no fault of my own.
Kathryn (Tue Sep 2 18:14:18 CDT 2008)>I have been home ALL day today just for them.
Steve Anderson(Tue Sep 2 19:14:46 CDT 2008)>Kindly give me a moment.
Kathryn (Tue Sep 2 18:14:48 CDT 2008)>Please pass me to your supervisor if you have to.
Kathryn (Tue Sep 2 18:15:17 CDT 2008)>okay.. or your supervisors' supervisor...
Steve Anderson(Tue Sep 2 19:16:59 CDT 2008)>I do not have that authority.
Steve Anderson(Tue Sep 2 19:17:02 CDT 2008)>I sincerely apologize for the inconvenience cause to you in this regard.
Kathryn (Tue Sep 2 18:18:31 CDT 2008)>it isn't just inconvenience. Y'all have done this a number of times. Y'all think you have a monopoly over folks. Truth be known AT&T has been soliciting my apartment complex. Although I don't like DSL, their offer for a triple bundle package for the price of what I pay for just 2 services is looking pretty good right now.
Kathryn (Tue Sep 2 18:19:28 CDT 2008)>I have had service with y'all for more than 5 years since I have been back in Austin and I keep getting crapped on.
Kathryn (Tue Sep 2 18:20:11 CDT 2008)>You have the authority to get permission to get someone out here today. If not, I'll send the transcript to the President/CEO of Time Warner...
Kathryn (Tue Sep 2 18:20:22 CDT 2008)>This is insane.
Steve Anderson(Tue Sep 2 19:22:41 CDT 2008)>Your request has been forwarded to the appropriate department and will be addressed immediately. You will receive contact via email within the next 48 hours to resolve the situation.
Kathryn (Tue Sep 2 18:23:15 CDT 2008)>so I have to continue without service????
Steve Anderson(Tue Sep 2 19:24:02 CDT 2008)>No your issue will be resolved within the next 48 hours.
Kathryn (Tue Sep 2 18:24:23 CDT 2008)>but that also means that I have to wait here all day for another day without any sleep....
Steve Anderson(Tue Sep 2 19:24:55 CDT 2008)>I sincerely apologize for the inconvenience cause to you in this regard.
Kathryn (Tue Sep 2 18:25:16 CDT 2008)>your words don't sound all that sincere; just rhetoric...
Kathryn (Tue Sep 2 18:25:52 CDT 2008)>you don't ever work an overnight schedule obviously...
Kathryn (Tue Sep 2 18:26:13 CDT 2008)>you aren't getting what it means to stay awake all day...
Kathryn (Tue Sep 2 18:26:32 CDT 2008)>it's like someone promising to come out in the middle of the night for you....
Kathryn (Tue Sep 2 18:26:46 CDT 2008)>and they dont' come in spite of you waiting up for them...
Kathryn (Tue Sep 2 18:27:04 CDT 2008)>and then having to go to work the next day...
Kathryn (Tue Sep 2 18:28:00 CDT 2008)>you would feel jerked around too..
Steve Anderson(Tue Sep 2 19:28:21 CDT 2008)>I do understand your frustration please be assured your issue will be resolved within the next 48 hours.
Kathryn (Tue Sep 2 18:28:31 CDT 2008)>I sure hope so...
Kathryn (Tue Sep 2 18:28:49 CDT 2008)>I can't keep staying awake for you guys...
Kathryn (Tue Sep 2 18:29:19 CDT 2008)>and hope that I am receiving credit on my bill as well for the lack of service during the past week...
Steve Anderson(Tue Sep 2 19:29:58 CDT 2008)>Yes you will receive the credit for the service losses.
Kathryn (Tue Sep 2 18:31:32 CDT 2008)>I'm absolutely furious about being jerked around.
Kathryn (Tue Sep 2 18:31:39 CDT 2008)>you have no idea.
Kathryn (Tue Sep 2 18:32:44 CDT 2008)>I hope that they can have everything completely resolved in the next 48 hours. I was counting on being able to do some projects I need to do on my other comptuer and that has to be now delayed even further.
Steve Anderson(Tue Sep 2 19:34:51 CDT 2008)>Yes your issue will be resolved within the next 48 hours.
Steve Anderson(Tue Sep 2 19:34:53 CDT 2008)>Do you have any other questions or concerns we can assist you with today?
Kathryn (Tue Sep 2 18:35:16 CDT 2008)>No not really. I'm not happy about this situation at all.
Steve Anderson(Tue Sep 2 19:36:23 CDT 2008)>Thank you Kathryn.
Steve Anderson(Tue Sep 2 19:36:37 CDT 2008)>Thank you for chatting with Time Warner Cable, again my name is Steve. Have a good day. In an ongoing effort to continue improving our quality of service, we are conducting survey.
Please select the link below if you would like to receive short survey on your experience with our service.
http://surveys.rr.com/Video/VideoChatSurvey.aspx
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