Monday, September 17, 2007

Cautiously out of Purgatory

My exile to internet purgatory has been (at least temporarily) lifted by Time-Warner. I believe that, after spending three hours on the phone with them, being woken up by one of their service technicians on Saturday morning at 7:00am[1], a visit from a technician on Sunday two hours before my scheduled appointment time where this service technician told me that he couldn't get into the control room necessary, so I have the apartment's maintenance people call him. He never comes back or informs me that he is not coming back, prompting a call to the customer "service" agent who informs me that it is my fault that the technician could not service my cable because "They can't be chasing people all over the place" and "they can't be expected to call you if you can't be there when they are going to be there" and "they can't call you to let you know, you only get one chance or you have to reschedule, would you like to reschedule for Thursday(!!!!)?" I lost it. I lost my cool. I was so angry. I would have to wait for an entire week and a half and this person didn't seem to give one damn! I told her that I rely on my internet to telecommute and work - her response "Well, you have residential service, so you have to be on the residential service schedule. If you want to pay more for commercial service, then you can pay for that" desperate, I say fine, can you connect me? "No, this is residential, you'll have to call commercial back to connect to them." And, I might add, wait another 20 minutes to speak to someone. E. (who is always much cooler about these things as they happen) told me that what I should have told the woman is why would I pay more when you can't even provide what I am already paying good money for? She's so smart.

Luckily, the problem was building-wide so they sent a technician out this afternoon and, at least for now, it is working alright. I'm not giving up the appointment that I have tomorrow from 10am-2pm just in case it goes out again. But, damn! I can't believe that it takes this much trouble to get my internet connection working again. But, I now am way behind on my work so hopefully I will be reconnecting to all of you my dear readers, even if it is sporadic for the next while before my paper deadline.

The kicker had to be, though, there is a story in this week's New York Magazine about Dick Parson, the chairman of Time Warner, and how he wishes that he could be Rupert Murdoch and "indulge in thinking long term" while he enjoys his villa in Tuscany and smokes his expensive cigars. And, he wishes that people wouldn't talk to him about fixing their cable or their AOL service. Ah, I feel so bad for the guy...he has to listen to complaints and worry about the here-and-now of his company. Maybe that's why Time-Warner is tanking!



[1]Now, I didn't have an appointment with a service technician for Saturday. I did have one for Sunday at 2pm.

2 comments:

Anomie said...

I do believe I would go crazy without internet access. I would pack up my sleeping bag and set up camp at the nearest coffee shop. Hopefully your problems are now in the past.

Mike3550 said...

anomie,

thanks - I hope so, too!!! The problem that I have realized living in New York is that coffee shops (at least in Brooklyn) don't like people working there all day. It's really weird. And they all close super early. It was quite a shock coming from Ann Arbor where there was literally a coffee-shop a block and they ALL catered to people working there until at least midnight.

Although it would be highly entertaining to go there with a sleeping bag then see what they do THEN!

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