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Time Warner Cable to Ex-Subscribers: We’re Sorry, Please Take Us Back

Phillip Dampier January 22, 2013 Broadband Speed, Competition, Consumer News, Time Warner Cable, Video 7 Comments

twcTime Warner Cable is sending apology letters to former customers acknowledging the company’s cable service has not always lived up to expectations, but improvements have been made that ex-subscribers should consider.

The effort is part of a $50 million marketing campaign that will push a 30-day money back guarantee and claims their competitors’ promised savings have not materialized.

“The Better Guarantee”-campaign will target customers who have dropped the cable operator in favor of competitors that include AT&T U-verse and Verizon FiOS.

better guaranteeAlthough both AT&T and Verizon offer attractive introductory rates, Time Warner Cable says the savings disappear after the promotion expires. The company’s new ad campaign will attempt to entice customers back with offers of lower rates, a $200 reward card, and better service, including faster broadband speeds and new products like online apps for video streaming and home security services.

The New York Times reports the campaign was announced one week before the cable operator releases its latest fourth quarter earnings, which may show a growing number of customers canceling their cable television service. Jeffries & Company forecast Time Warner will report 140,000 subscribers lost during the last quarter, up from 129,000 in the same quarter of 2011.

Customers are invited to sample Time Warner’s offerings for 30 days. If they don’t like the service, the company will send their money back.

That may not be enough. The American Consumer Satisfaction Index has top-rated Verizon FiOS for three years in a row. Time Warner Cable received a below average, but improving rating.

http://www.phillipdampier.com/video/TWC The Better Guarantee 1-21-13.flv

Time Warner Cable’s new television ad promoting its “Better Guarantee.”  (1 minute)

Currently there are 7 comments on this Article:

  1. BenJF3 says:

    If they just got a functional DVR I’d be happy! I’m a Signature Home sub and its a solid package EXCEPT for the Whole Home DVR. The software is horrid and full of glitches. I’ve asked numerous time for the Arris Whole Home Gateway with 6 tuners and Moxi software.

  2. FrankM says:

    How many millions of advertising dollars are spent by these companies trying to gain “new” customers? It is just one big round-robin.

    Since their ex-customers may have signed 1 or 2-year agreements with their new provider, how long are they going to keep this campaign running?

  3. David B says:

    If Time Warner Cable would have fixed the numourous problems withe their cable VoIP service locally and not raised the rates because they could I might have stayed with them..

    In August of 2012, I moved the phone and internet to At&t U-Verse [IP-DSL] based. Their service, especially for the phone is far more reliable then TWC… [The last week with TWC cable phone service, I was having calls appear on the caller ID on tv, yet the phone was not ringing... I was missing calls from friends and family.] From 2006 – 2012 I probably called TWC 10-20 times [or more] I had 2-4 techs come out in 2012 because of problems with the phone and the internet services. If TWC had a 3 Tuner DVR I would happier with their tv service because of the recording conflict issue that sometimes shows up.

    I have yet to call At&t because of service problems… It just works.

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  • Ernesto Honez: Was that a confirmed and signed "contract"? Was it verbal? Was it sent out in a letter as bulk mailing, or with a first class stamp? Was it's delivery...
  • Matt: I just got off the phone with AT&T. I called saying that I found a promotion through Time Warner for $34.99 for 15 mbps and I am trying to cut dow...
  • Phillip Dampier: It first went to a handful of test markets in upstate New York (not Rochester) and then has been redesignated as a feature enhancement in Maxx markets...
  • Steve Rea: Any idea when the new DVR is coming to Rochester? I remember a story you posed over 2 years ago from the CEO of TWC at the time! saying it was comi...
  • AustinTX: James, my suggestion would be to switch to TWC rental modems, and fry 2-3 of them over the course of several weeks by running 24v AC into the coax con...
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  • Sean: I believe that there are issues intermixing DOSCIS 2/3 modems on a node. It's been about 5 years since I've worked with a CMTS so I am by no means an...
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