If you have two or three minutes, enjoy this little online chat script I just had with their billing support people…
User Mark_ has entered room
Analyst Andre Brown has entered room
Andre Brown> 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 Andre. Please give me a moment while I access your account.
Andre Brown> I understand you want to know about your bill, am I correct?
Mark> that is correct
Andre Brown> It will be my pleasure to direct you to the right department in order to get this done for you.
Andre Brown> In order to verify the account, may I have the last four digits of the account holder’s Social Security number? This is to ensure the security of your account information.
Mark> xxxx
Andre Brown> Thank you for the verification.
Andre Brown> After your promotion is over your bill will be $122.59.
Mark> and that will include all of the services I currently have, including the one DVR box and remote, as well as Road Runner?
Andre Brown> No.
Andre Brown> Your bill will be $142.53 for all services.
Mark> can you explain what the 122.59 number was please
Andre Brown> It was without DVR service chagrs and cable box charges.
Mark> i have a letter in the mail that said I can sign up for a 12 month offer, which gives me digital cable and Road Runner standard for $94.95 per month
Andre Brown> It will be my pleasure to direct you to the right department in order to get this done for you.
Andre Brown> I can connect you with one of our chat sales representatives who can explain products, pricing, and special offers in your area. We offer many convenient and cost saving options when you combine two or three bundled products. Remember to ask your sales representative about this! One moment please, while I connect you to our chat sales team. Thank you for contacting Time Warner Cable.
Andre Brown> Please wait, while the problem is escalated to another analyst
Analyst Stan has entered room
Stan> Thank you for contacting Time Warner Cable Online Customer Service, my name is Stan. May I have your complete name please?
Mark> Hi Stan, my name is Mark
analyst Andre Brown has left room
Stan> Hello.
Stan> Thank you for providing your name. How may I assist you today?
Mark> I currently pay $114.64 a month for my time warner bill, and my introductory offer is about to expire, so I am trying to figure out what my bill will be after the expiration
Mark> I received a letter in the mail saying I could get digital cable and Road Runner for $94.95 a month, for 12 months, but I also have a DVR and remote, so I wanted to find the total cost to me once this happens
Mark> The last analyst told me $122.59 without the DVR, and $142.53 with the DVR, but I don’t think that took into account this offer I received in the mail.
Stan> I understand that you are an existing customer of Time Warner Cable and would like to know to figure out what your bill will be after the experiation. Is that correct?
Mark> yes, that is correct
Stan> Sure, I will be glad to assist you.
Stan> May I please confirm what services you are using with Time Warner Cable?
Mark> I currently have Road Runner Standard, Digital Cable, and the DVR service
Stan> Thank you for confirmation.
Stan> I am sure you are enjoying with our Road Runner Internet service you never have to worry about slow uploading or downloading and also enjoying our Digital Cable **** well.
Stan> Please accept my apologies for the miscommunication.
Stan> I am sure you are enjoying with our Road Runner Internet service you never have to worry about slow uploading or downloading and also enjoying our Digital Cable as well.
Stan> May I have your zip code please?
Mark> xxxxx
Stan> Thank you for providing your zip code.
Stan> Can you tell me little more about your Cable and Internet needs so that I may provide you with specific detailed information?
Mark> I currently pay $114.64, I want to keep the same service
Mark> using this 12 month offer of $94.95 I received in the mail, for digital cable and road runner standard, I want to find out my new total bill
Stan> I would like to you inform you that after the promotional period ends, you will be charged the standard rate that is in effect at that time. We suggest that you need to contact our local Time Warner Cable office at the end of your promotional period to determine what other offers are available at that time. Please accept my apologies for the inconvenience caused.
Mark> I thought this was the local Time Warner Cable office, that was what I was trying to do
Mark> I must have been mistaken
