| Ghoulish Delight |
01-10-2012 05:14 PM |
Holy fvck I'm in the midst of the most infuriating online chat with Time Warner regarding pricing.
To set it up, they have 6 tiers of internet service, priced per month. On the selection page where the tiers are listed with prices, they lowest two tiers explicitly say "For 12 Months", while the other 4 do not. I could not tell from anything on the page what that meant. Did the lower ones have a contract and the others did not? Were the others not guaranteed for a year? What?
So I got on chat. Here is what happened:
Quote:
Mack>Thank you for contacting Time Warner Cable Ecommerce Online Ordering Service, my name is Mack. How can I help you today?
Greg_>Hi. I had a question about monthly pricing for internet service. I notice that for Turbo and higher, the prices do not say "for 12 months". Does that indicate that for those tiers, the prices listed are not promotional?
Mack>I'm glad that you contact us today, I'd be more than happy to assist you with your concern about our promotional pricing.
Mack>All our packages are priced for only 12 months it's because it is not a contract for some lock in period.
Greg_>So if i understand you correctly, if i get standard Broadband or Lite, it's a 12 month contract at that price. But if I get Turbo or higher, the price is still only good for 12 months, but I wouldn't be under contract
Mack>It's a 12 month promo price and after a year, the price may change but it will still depend if there will be increse for the next year's offer.
Greg_>I'm still a little confused by your answer. Is there a difference between the terms of standard Broadband vs. Turbo
Mack>Sorry for the confusion Greg, What I mean is, We have no contract or lock in period, and Yes the difference between Standard and Turbo is their speed 10mbps for Standard then 15 for Turbo.
Greg_>But in terms of the period of promotional pricing, there is no difference?
Mack>Yes.
Mack)>Meaning the price after 12 moths is still the same.
[Up to this point, I can see how the questions might have been a little vague. But the next question SHOULD have gotten the answer I need]
Greg_>My question is, why do some service levels say "For 12 months" while others do not?
Mack>with the one that says its for 12 months, there will be a possibility for the price to change.
Greg_>So if I get one that doesn't say, "For 12 months", the price won't change?
Mack>Yes.
Greg_>Okay, that answers my question.
Greg_>actually, I'd like to ask one more clarifying question, just to be 100% sure I understand
Mack>Sure.
Greg_>If I get Turbo with PowerBoost, for how long am I guaranteed to pay $39.99/month?
[No response for 6 minutes]
Mack>I apologize for the delay.
Mack>It will be a promotional price and after 12 months there is a possiblity to change the price.
Greg_>okay, that brings me back to my previous question. What is the DIFFERENCE between the ones that say "For 12 months" and the ones that don't?
[another 6 minute pause]
Mac>If you are getting Road Runner Broadband Turbo Plus it's priced for 12 months meaning price may change after, and you will be notified about it.
Greg_>And if I'm getting standard Broadband or Lite?
[4 minutes]
Mack>They have two different speed which is 10mbps forstandard then 782kbps for lite.
[oh yeah, THAT right there was the moment I just about lost it]
Greg_>I'm not asking about speed. I'm asking about PRICING and what the "For 12 months" means!
Greg_>What is the DIFFERENCE between the service levels that say "For 12 months" and the ones that don't?
Greg_>As far as I can tell, for any of them, the price is good fo 12 months, then after 12 months the price may change. Correct?
Mack>That is correct.
Greg_>then WHY do some of them say "For 12 months" and some do not?
[4 minutes]
Mack>This is because our packages are not locked in for just 12 months or so. They are all without a contract that you can either keep or continue regardless the price may or may not change.
Greg_>that makes no sense
|
I then asked whether disconnecting and reconnecting would get me a different person to chat with. To which "Mack" replied that if I disconnect my service I'd have to pay fees to reconnect it. And when I explained that I meant disconnect from chat and wanted to know if there was someone else there I could talk to instead of him, he said, "If you disconnect from chat, you'll have to log back in."
Spectacular. Absolutely spectacular.
I'm currently 2nd in queue for a new chat, let's see if anyone can answer a question with a straight forward fvcking answer. |
