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Example #218 of Time Warner Cable “Listening” to Customers: ‘Deleted Unread’

Phillip Dampier June 1, 2009 TWC (see Charter) 9 Comments

Back in April, Time Warner advertised a “central” e-mail address it wanted customers to use to “share ideas and views” about their gouging Cap ‘n Tier pricing scheme.  The company promised it was on a listening tour, enthusiastically promising to read, consider, and respond to customer concerns.

Over on Broadband Reports, “De” finally received a reply to input sent more than a month ago:

Well I eventually submitted an email to TWC about the caps on April 14th. To prove they pay attention to their customers, they sent me this reply today (Over a month later) LMAO:

To: RealIdeas
Subject: Greedy Bandwidth Caps. The truth!?
Sent: Tue, 14 Apr 2009 04:22:52 -0400<  >

was deleted without being read on Sun, 31 May 2009 01:49:12 -0400

Just goes to prove they don’t care if the consumer wants the per byte billing or not – it’s coming anyway.

Our opinions and views are nothing to TWC — all that matters is the $$$$. The whole PR about them listening is just to ease media and political pressure. They have made their mind up already.

Currently there are 9 comments on this Article:

  1. Judy Gunter says:

    And I’ve made up my mind already. I’m moving soon and I will no longer subscribe to Cable TV. That’s $80 a month loss revenue for them.

    Take that, TWC!

  2. jr says:

    TWC see themselves as the Seven Sages of Greece and we’re a bunch of bumpkins

  3. Tim says:

    No offense, but the language in the subject line is a little, well, strong. If I were them I wouldn’t read it either. Greedy? Even though I agree with you on that, they are going to say, “Whatever dude, delete.” Don’t get me wrong, I do agree with your subject. I think the SOB’s are greedy little pinheads that would upend their customers so they could shake every dime out of their pocket if they could get away with it.

  4. I’ll add that your evidence points to whoever was assigned this e-mail address just simply didn’t decide to check it. So that’s pretty crappy.

    The only possible explanation that’s not due to laziness, mismanagement, or a stupid mistake (like not routing [email protected] to anyone’s actual address) is that the box got so swamped with mail due to an overwhelming response that it was just impossible to read everything.

    Either way, it’s not a good indicator.

    • preventCAPS says:

      I did receive the following respons (around 4/30) multiple times to earlier emails sent to realideas on (4/9). The thing that got m was they referenced the statement from 4/9, even though they abandonded the trials on 4/16.

      Hello,

      Thanks for taking the time to provide us with your feedback. We really
      appreciate hearing from you.

      Although this is an automated response, please know that your e-mail is
      being read and your thoughts are being discussed as we continue to
      research the tiered pricing program.

      As you may have already heard, TWC’s Chief Operating Officer, Landel
      Hobbs, issued a statement on April 9 to provide an update, and further
      clarification on our Consumption Based Billing Trials. Please click the
      following link to view the statement. http://a.longreply.com/109511
      .

      Rest assured, as this program continues to be rolled out, you will
      receive more updates from us.

      Thanks again for your patience, and thanks for being a customer.

      Time Warner Cable

      • Ah hah! Well, that explains what happened. They gave it a mailbox on the Exchange Server but no one checked it. An autoresponder was set up.

        The number of e-mails hit whatever limit they set for it (probably something low like 5MB–just a guess). After that it just started deleting FIFO.

        Someone dropped the ball: Either the person who was supposed to check these, or the person who was supposed to assign this responsibility to someone.

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