Serena> Hello! Thank you for choosing Road Runner Internet Technical Chat Support. My name is Serena, How may I assist you?
Carey> Fix my internet & phone service
Serena> Hi Carey! May I know what is the issue with the service?
Carey> We don’t have much time…it will probably go down again in the next 5 minutes
Carey> It’s been going up and down for a week. Internet and phone
Serena> I see, okay.
Carey> If it goes down again you’ll have to call me on my cell which I entered in the chat intro.
Serena> I apologize for the inconvenience.
Serena> Let me run line test on your device.
Carey> I have had no phone or internet already today at least 12 times…this is unacceptable
Serena> I see, I understand your frustration.
Serena> For all services down issue, we need to escalate the problem to our Cable Services Specialist.
Serena> To fix the problem right away.
Serena> Let me create a case id number for you here, okay?
Carey> ok
Serena> Please give me a minute.
Serena> I just want to check, have you reset your modem recently?
Carey> many many times
Serena> I see, okay. 
Carey> this has been going up and down for a week. Sometimes it stays down 20 minutes sometimes it’s back in 5
Carey> crap, there it goes again
Carey> call me on my cell…my phone just cut off
Carey> internet will be next
Carey> it’s back….are you still there?
Serena> Do not worry everything we’ve discussed is documented.
Carey> did you see that it just went down?
Carey> crap, it’s doing it again
Carey> Arrrrrrrrrrrrrrrrrrrrrrrrrrrrr
rrrrrggggggggggggggggggggggggggggggggggggggggggggggggghhhhhhhhhhhhhhhhhhhhhhhhhh!
Carey> I can’t live like this
User Carey has entered room
Serena> Yes, I am still here, I am waiting for you to enter the session again.
Carey> I’m back
Carey> but it will likely go down again soon. What do I do?
Serena> Great!
Carey> I can’t live like this
Carey> I rely on my phone and internet
Serena> I am now completing all the line test and I will create a case number for you.
Carey> what’s the problem??
Carey> now it’s down again
Serena> I understand Carey, this will be fixed as soon as we can,
Serena> Yes, I can see it.
Carey> now it’s up
Carey> so what is the problem?
Serena> We are currently checking what is causing of the disconnection.
Serena> Please make sure all cables hooked up to your modem is securely connected.
Carey> they are
Serena> Okay.
Serena> Thank you!
Serena> I am now creating the case number for you.
Serena> Here is your case number is: 7221706. 
Carey> what do I do with that?
Carey> I see a Time Warner truck outside. Should I give him that case #?
Serena> That is for your reference.
Serena> I just want to check, is your cable service goes down as well, correct?
Carey> not my tv…just my phone and internet
Serena> I see.
Serena> Thank you mentioning the Time Warner Cable Truck, let me check our maintenance dashboard if there are on going outages,
Serena> I see.
Carey> This has been going on for a week though. I called last week and was put on hold for 40 minutes then cut off
Serena> There is an outage in the area.
Serena> I understand.
Serena>The description of the outage is Multiple node outages affecting phone and Internet services.
Carey> When will it be fixed? I’m this close to calling Verizon. I can’t live like this.
Serena> Our Top Technical Engineers are currently fixing the problem.
Carey> What are there names and emails? I’d like to write them.
Carey> now it’s down again
Carey> I’m back
Serena> Good.
Serena> I apologize Carey, I am not authorized to disclose the information you’re requesting.
Carey> I assume this whole week will be taken off my bill.
Serena> I understand you.
Serena> For that you may contact our customer care to raise your concern.
Carey> I CAN’T EVEN CALL OUT ON MY PHONE HALF THE TIME!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Carey> and I was on hold for 40 minutes last week before getting cut off!
Carey> I am NOT calling customer care to raise my concern.
Carey> I’ve just spent the last 40 minutes raising my concern with you
Carey> and in that time, my service has gone down 6 times
Serena> I understand your frustration, we need to wait until our field technicians fix the problem outside.
Carey> If you can’t have somebody fix my bill, then just cancel the whole service3
Carey> I’ve wasted enough time.
Carey> 10 years as a customer and this is how I get treated??
Carey> I am going on Twitter now to tell everyone to cancel Time Warner if this is the way I’m going to be treated after 10 years of loyalty
Serena> To fix your bill, I’m glad to get you a billing specialist right now, for your service, we really need to wait until the technicians done with the maintenance.
Carey> It’s been doing this for a week….just fix the bill! I shouldn’t have to waste any more time with your company
Carey> Who’s the chairman of Time Warner?
Serena> I’m afraid I am not authorized to disclose that information Carey.
Carey> You’re not authorized to tell me who your boss is???????????????
Carey> http://www.timewarner.com/newsroom/press-releases/2011/03/TIME_WARNER_CHAIRMAN_38_CEO_JEFF_BEWKES_TO_PARTICIPATE_03-03-2011.php
Serena> Yes I am not in the position. I apologize.
Carey> there, I saved you the trouble…I’m getting his email address too
Carey> that’s absurd
Carey> when will this be fixed?
Serena> I understand Ma’am.
Carey> It’s SIR!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Carey> 10 years as a customer and you don’t even know my gender?
Serena> I am sorry.
Carey> This whole transcript will be posted on my blog and on facebook, to show how absurd this is. Watch for it.
Carey> What’s the number for Verizon?
Serena> We do not have the number for Verizon Carey.
Serena> Let me hand you over to Billing people to take care of your possible credits caused by this trouble on your end,
Carey> it would save your ex customers time if you just transferred us to them…it’s the least you can do
Carey> Fine, but when will this be fixed and how will I know? I’d like Jeff Bewkes to call me when it’s resolved.
Serena> I understand, I will do it for you now.
Serena> Please hold on to your case id number.
Serena> I apologize again for all the inconvenience Carey.
Serena> That is noted Carey.
Carey> apologies mean nothing…you don’t even know my gender. I’m a human being you know. You work for giant conglomerate who is bent on making my life miserable apparently. If you’re really sorry, you should get another job.
Serena> For now, since our engineers still fixing it, they haven’t posted estimated time of restoral but I assure you it will be fixed as soon as possible,
Carey> What website do I enter the case # into to see if it’s fixed?
Serena> The case number will serve as your reference for this conversation, everything is documented.
Carey> What website do I enter the case # into to see if it’s fixed?
Serena> The case number cannot be viewed on our web site, it will serve as your reference for this conversation where everything is documented.
Carey> What good does that do me?
Serena> It will server as your reference number for this issue and when I transfer you to billing.
Serena> Please stay while I transfer you to our billing analyst.
Carey>Please stay? What am I, a dog?
Carey> This is gonna look good on facebook!
Serena> I’m sorry. What I mean please wait and stay in this chat session while I get you a billing specialist.
Carey> It’s a new world you know? You can’t treat customers like garbage any more and not be held accountable. You will lose customers if you can’t fix these problems. Don’t you realize that???
Carey> Oh and tell the “billing specialist” to read the entire chat. I’m not repeating myself.
Serena> I will.
Serena> I will now transfer you.
Serena> Thank you for contacting Road Runner Technical Chat Support, again my name is Serena, we value you as a customer. Have a nice day!
Carey> You sure don’t show it!
Serena> Please wait, while the problem is escalated to another analyst

Analyst Serena has left room
Analyst Gustavo has entered room

Gustavo> Thank you for contacting Time Warner Cable. At the end of our chat you will be given the option of taking a brief survey. My name is Gustavo. Please give me a moment while I access your account.
Carey> You can either refund the charges for my horrible service the past week, or cancel it completely and I’ll go to Verizon. Your choice.
Gustavo> Good Afternoon. How are you today?
Carey> Horrible
Carey> I feel as if I’ve been raped by corporate America.
Gustavo> I am sorry to hear that. 
Gustavo> I understand that your services are down. 
Gustavo> Please accept our sincere apologies for any inconvenience this may have caused you.
Gustavo> I will be more than happy to assist you. 
Carey> Everyone there is sorry, but no one is doing anything.
Gustavo> Unfortunately, I cannot apply credits unless the problem is fixed. And as the last analyst mentioned, the outage is ongoing. 
Carey> It’s been ongoing for a week. When will the credit be applied. I’m not calling in again or sitting on a chat for an hour. This is YOUR problem, not mine.
Gustavo> As a courtesy, I am applying a $10 credit. You can contact us back once the problem is fixed to receive the rest of the credit. 
Carey> And when will that be?
Gustavo> Our technicians are working to resolve the issue as soon as possible. At this time, there is no known estimated time of repair. 
Carey> As soon as possible? It’s been like this for a week! I need a better answer than that. I have to decide today whether to cancel this service I’ve had for 10 years. You obviously don’t care about my business or my loyalty.
Gustavo> I am sorry but I am just giving you the information we have. 
Carey> If you were really sorry, you’d try to find out what the problem was and when it will be fixed.
Gustavo> As mentioned before, our technicians are already working, there is nothing else to do from our end. We need you to understand that this is something that cannot be handled online. 
Carey> Then you should have told me that an hour ago before I started this chat!
Gustavo> I gave you all the information I have in the system and applied the credit I could. 
Carey> I CALLED last week and was on hold for 40 minutes before being cut off. If I can’t call or chat online, how is it supposed to be handled???
Gustavo> We started the chat 15 minutes ago Sir. 
Carey> I started the chat with Serena an hour ago!
Carey> Don’t play semantics with me, because you will lose.
Gustavo> That is a different department sir.
Carey> So?
Gustavo> It is being handle by the technicians who are already aware of the situation. 
Carey> I’m still the customer. I’m still a human being. You cut me, I bleed. Have you no regard for your customers?
Carey> So how will I know it’s been fixed? Will they call me? Send me flowers? Sky write? How?
Gustavo> The services will start working fine. 
Gustavo> And no, we will not contact you. 
Carey> So basically you’re telling me I’m out of luck. Just wait, like I have been waiting for a week…for something I pay you $160/month for that should work and doesn’t!
Carey> This is going to look great when it’s posted on facebook, twitter, tumblr and my blog. I’ll make sure to tag it with #timewarner #customerservicenightmare!
Gustavo> Please accept our sincere apologies for any inconvenience this may have caused you.
Gustavo> It would be a pleasure if there is something else I can assist you with.
Carey> OK, I’m going to call Verizon now to see if they care any more about me.
Gustavo> Again, my name is Gustavo. Thank you for chatting with Time Warner Cable. We value you as a customer and are here to assist you 24 hours a day, 7 days a week. If you would like to take a brief survey, please click on “End Session” and the survey will load.
Carey> LOL, that’s going to be a doozy of a survey.