Below is the transcript of a very painful online conversation with “Elizabeth” at Time Warner Cable. All i wanted was a second cable box. If they made this information available on their Web site, this never would have happened.
Elizabeth: Thank you for choosing Time Warner Cable Live Chat. I will be your analyst today, How may I be of assistance?
Douglas J: hi… i am interested in obtaining a second cable box for another room plus possibly dvr
Douglas J: i am curious about how to go about that and the prices
Elizabeth: You will need to have a technician come and install the box.
Elizabeth: The equipment cost is $10.84 and the Dvr service is $10.95
Elizabeth: a month
Douglas J: do i need to upgrade the box i have now?
Douglas J: what if i just want a second box without the dvr?
Elizabeth: If you are adding a box then you do not need to do anything with that box.
Elizabeth: if you do not want the Dvr service then you only pay the $10.84
Elizabeth: There is a one time installation charge of $40
Elizabeth: for the technician’s visit
Douglas J: would it be 10.84 per month for each box?
Elizabeth: each additional and then 10.95 fro dvr boxes
Douglas J: so… i have one box now… if i got dvr they would take that away, that fee would be gone, then i would pay 10.95 for one dvr box and 10.84 for the second box?
Elizabeth: Yes
Douglas J: or would both need to be dvr boxes?
Elizabeth: They will be what you want them to be
Douglas J: so the 7.10 or whatever i pay now would go away and be replaced by the new fee, correct?
Elizabeth: hold on please
Elizabeth: you already have a box
Elizabeth: so if you change that to a dvr you will only pay 10.95 for that one
Elizabeth: Becuase you are already paying
Elizabeth: and then if you add an additional box than that will be 10.84
Elizabeth: and if you add DVR then another 10.95
Douglas J: so my math is the final fee for setting up two dvr boxes would be $10.95x2 monthly plus the onetime $40 minus my current equipment fee of $7.10
Elizabeth: ok
Douglas J: ok yes?
Elizabeth: One moment let me explain this different
Douglas J: ok
Elizabeth: ok you have a package that has a cable box included
Elizabeth: so if you add another box it will be 10.95+10.84 +40.00
Douglas J: one time fees?
Elizabeth: The 40.00 is the one time fee
Elizabeth: the 10.84+10.95 is monthly for the second box
Elizabeth: and if you swap the box you have now for dvr then that will be another 10.95 to the current bill
Douglas J: i see… and i keep the box i have now because i only need one dvr correct?
Douglas J: ok… i dont need two dvrs
Elizabeth: ok then its only 10.95 one time
Elizabeth: per month
Douglas J: so it will add 10.84 and 10.95 to my bill monthly
Douglas J: i only want one new box and i want it to have dvr
Douglas J: if the other box is fine i dont need both to be dvr
Elizabeth: ok yes
Elizabeth: then 10.84+10.95
Douglas J: monthly on both
Elizabeth: yes
Douglas J: Ok… then i will see $21.79 added to my monthly bills. Sounds good. When can i set this up?
Elizabeth: I can do that for you
Douglas J: I am sorry… but one more question… if i only have one dvr box, then i can only watch recorded shows on that tv right?
Elizabeth: Yes only on that tv
Douglas J: then i might as well make them both dvr at $10.95 a piece which brings the monthly fee to $21.90, correct? I really hope that’s correct. :)
Elizabeth: 10.84 for the second box monthly fee
Elizabeth: 10.95+10.95+10.84 monthly
Douglas J: oh… cause i have to pay for two dvr services?
Elizabeth: Yes
Douglas J: well… thats silly. just the one is fine
Douglas J: lets set it up
Elizabeth: ok
Douglas J: what do you need from me?
Elizabeth: sorry one more moment
Elizabeth: and do you need HD
Douglas J: are you asking me or telling me?
Elizabeth: Sorry Im asking
Douglas J: what would be the benefit and what would that cost?
Elizabeth: same case
Elizabeth: same cost
Elizabeth: But if you dont have a HD TV then you dont need an HD box
Douglas J: both my tvs are HD so if it doesnt cost me anything more then yes i need it
Elizabeth: ok
Douglas J: this means i have to replace my current box right? is that an additional cost?
Elizabeth: One moment please
Elizabeth: ok I will give you one month free
Elizabeth: ok we have the 24th on for delivery
Douglas J: thank you but one month of what free? the dvr service?
Elizabeth: DVR service
Douglas J: thank you
Elizabeth: what day and time is good for you ?
Elizabeth: you welcome
Douglas J: the 24th is no good though… are there any saturday openings? i am not in any particular rush
Elizabeth: I have the 31st
Douglas J: that works
Elizabeth: 8-12 10-2 12-4 2-6
Douglas J: oh… i guess 8-12
Elizabeth: ****** is the job number
Douglas J: will i get an email confirmation with the details?
Elizabeth: We need you to be home and wait for our phone call that day
Douglas J: that is not a problem
Elizabeth: ok then you are all set
Douglas J: so will i be getting an email?
Elizabeth: I can send you this conversation
Douglas J: thank you
Elizabeth: But that the only email you will get
Douglas J: please do
Elizabeth: you welcome
Elizabeth: Is there anything else that I can assist you with?
Douglas J: no… that will be all. thank you for your patience
Elizabeth: Thank you for choosing Time Warner Cable Live Chat. I’m glad that I was able to assist you today with your concerns. Enjoy the rest of your day .
Douglas J: you too!
