Time Warner Cable has just given me an incredible example of how to waste your advertising money, and I'd like to pass this lesson on to you.
Time Warner just recently bought out Comcast here in the Dallas, Texas area. My parents, who are both in there 70s, have been Comcast cable customers for years, and now they find themselves customers of Time Warner.
Naturally, Time Warner has spent massive amounts of advertising money to tell all of the former Comcast customers how great things will be for them now that they are with Time Warner.
Recently my parents asked me to help them set up a high-speed internet connection and I advised them to stick with the same company that provides their cable service. Big mistake.
It is now 8:46 pm and I have been trying to install a high-speed internet connection for my parents for more than 12 hours.
Actually, installing the connection and loading the software has been no problem. What has been a problem, and what has used 172 minutes on my cell phone and 43 attempts (all documented on my cell phone's call log for today) to contact Time Warner's "Customer service department" (boy is that a misnomer) has been my repeated attempts to get the password and log on ID that should have been given to me when I picked up the self installation kit.
Had I been given this information with the kit, I would have had my parents connected at 9am today.
So if you are listening Time Warner, what good does it do you to spend millions on advertising when your actual service contradicts what you say in your ads? Why not spend a portion of that money on hiring additional customer service employees?
To the rest of you, here is the message: Advertising, marketing and PR are wonderful things that can produce wonderful results for promoting your business. But if your callers cannot get through, or when they finally do get through have to wait on hold for 172 minutes before they are cut off, or if they finally reach an employee who is untrained or incompetant (that hasn't happened to me yet today, but I am expecting it), what good has all that advertising done for you?
Now if you will excuse me, I plan to call another internet provider.
(By the way, if someone would like to forward this post to some top executive at Time Warner, maybe they will get the message).
COPYRIGHT © 2006, Charles Brown