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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, 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.

[flv width=”640″ height=”380″]http://www.phillipdampier.com/video/TWC The Better Guarantee 1-21-13.flv[/flv]

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

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BenJF3
BenJF3
11 years ago

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.

FrankM
FrankM
11 years ago

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?

David B
David B
11 years ago

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… Read more »

Loons In June!
Loons In June!
11 years ago
Reply to  David B

Do they have a 3 tuner DVR?

David B
David B
11 years ago
Reply to  Loons In June!

No, they don’t … but they have a 4 tuner version.. made by [Cisco] / Scientific Atlanta…
I’m not signing up for the whole house DVR service just to get it…

BenJF3
BenJF3
11 years ago
Reply to  David B

Time Warner doesn’t have any DVR’s with more than two tuners at this time.

David B
David B
11 years ago
Reply to  BenJF3

Actually, they will…

http://www.fiercecable.com/story/time-warner-cable-deploy-souped-dvr-second-half-2013/2013-01-31

This is a 6 tuner, 1 terabyte dvr…. that is being deployed sometime this year by TWC.

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