Spectrum.com

I didn't have TWC a full 24 hours and I had to cancel the service. I never wanted to deal with them but I decided to give them a shot. The Sales Rep was decent enough. He came and set the equipment up in the home with a promise that someone wold be by to hook it up at the pole the next day. When no one arrived by 7pm, I call the Call Center. Being a former Call Center Manager myself, I know how the call flow should go. The first rep I spoke with was rambling, her sentences ran together as if she was out of breath and had no clue as to what was going on. During the call, she stated that she wold place me on hold to "review the problem." While on "hold" I expressed that, because I have done Call Center work in the past, I'm not on hold, I'm on mute and the only reps who do that are the ones who has productivity problems (placing a customer on "hold" takes away from the productivity percentage while "mute" does not.) I continued to speak while on "hold" only for the rep to come back and say "were you talking to me?" My reply "I was talking about you-not to you. Have you figured out why my service is not on? After 2 mins of incoherent mumbling I told her that due to the her being unable to clearly speak as to the problem, along with rambling and asking me the same question I want to speak to some one else. The next rep came on the line and after 2 lies, decided to tell me that the service order had been cancelled and she could get it re-scheduled-at a cost of $29.99. After my comments, she advised that she was placing me on hold to see what she could do. This rep placed me on hold-came back after one min to "check if I was still there?" (this is common-it apart of protocol) After the fourth time I asked her what was I holding for. When she couldn't provide me with a detailed reason as to why (this action told me they were hoping that I would hang up, call again and get another rep) she did the same tactics the previous rep did (clicking it on their end to see if it would work) when she asked to place me on hold again, I looked at my phone and discovered I had been on the phone for 40mins. I told her no and requested to transferred to the department that terminates services. According to the rep, she terminated the service. I called the Sales Rep and told him not to count on my new service as part of his commission and told him why. 15 mins later, he called me back and told me to ignore the call center people and that he would take care of this himself. We set up a new time and even though I was angry, I decided to sit back and see what he could do. While at work today, I get a random call so I answered it. The female asked to speak to me but kept pronouncing my name incorrectly. I corrected her twice. The female got angry that I corrected her began to show her which economic class she came from. I had to cut her off to say "the fact that I've corrected you twice as to the pronunciation of my last name and you still continue to pronounce it incorrectly tells me you have a comprehension problem-which is also an intellect problem. We can not speak any longer-goodbye" Had the equipment for 24 hours, no service, had spoken to three reps only to cancel the service. All based on the customer service. The people that are hired are not trained properly, have an basic education that equated into a 1.0 GPA and no social or phone etiquette. It is obvious when you speak to those people. It appears that the division in Charlotte NC went to DSS with a truck and asked "who wants a job?" The ones that got in the truck are currently answering the calls.