To the Board:
Jeff Bewkes, James L. Barksdale, William P. Barr, Stephen F. Bollenbach, Robert C. Clark, Mathias Döpfner, Jessica P. Einhorn, Carlos M. Gutierrez, Fred Hassan, Kenneth J. Novack, Paul D. Wachter,
Deborah C. Wright
I've read your bios and you all seem to be smart and capable people. I'm sure you are experts at understanding returns on investments and the subtleties of merges and acquisitions. I'm writing you not about these topics, but what a $4 dollar amounts says about the organization for which you are ultimately responsible.
You're all busy, so I'll get to the point: TWC screwed me out of a promotional deal that I lived up to with the small exception that I technically was not a customer in good standing for one month because I underpaid one month's bill by $4 dollars. My wife had set an auto payment and I had exchanged some TWC equipment in order to make our new service work. The new equipment cost, yes, you guessed it, $4 dollars more than the old equipment. I didn't know that and my wife didn't notice that the bill had changed. We did pay the full amount the following month.
I spend dozens of hours with your "customer care" people, filled complaints and even went to Small Claims Court. You sent a lawyer and an employee to fight giving me the $450 dollar computer that was part of the promotion. No apologies. Just that I was a customer in bad standing because of the $4 dollars! The fact that TWC sent me to collections because your computers lost track of the equipment I returned, was never apologized for either.
You lost me as a customer after more than 15 years of being one. I convinced my neighbor to move to FIOS at the same time I cancelled. And since then, I have gotten two more neighbors to switch. In fact, helping my friends and neighbors to switch off TWC has become my new passion.
I don't know what type of calculations made what TWC did to me improve your balance sheet, but it fails the common sense calculation!
Sincerely,
A former TWC customer
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