City should join class-action suit against Time-Warner Cable

If you are a Time-Warner Cable subscriber, then your picture, like the weather, is bringing you nothing but snow. 

There had been a system-wide outage of service here from Dec. 31 through Jan. 3.  Acts of God do happen and I cannot fault them for that.  What I do take exception to is their sorry customer service.

As a matter of policy their call center personnel take no immediate action until three outage calls have been received from the immediate region.   Maintenance personnel are called out from Coeur d’ Alene, but they only service Bonners Ferry on Tuesdays and Thursdays.  If Tuesday falls on a holiday or if Thursday falls on a holiday, well, you get the picture.

Time-Warner Cable billing practices are negligent and fraudulent.  Even when they know there has been a system-wide outage, they do not issue billing credit for the outage unless a customer calls in a reported outage and specifically requests a billing credit.

My most recent call to Time Warner Cable’s (866) number resulted in suffering through eight sequential voice mail messages before being placed on hold to speak with a customer service representative.

Many of our local outages are caused by snowfall accumulations at the satellite downlink site here in town yet maintenance is 76 miles away.

Several cities across America have joined a class action lawsuit against Time-Warner Cable for poor service and deceptive billing.  I would hope that the City of Bonners Ferry would join them, but I am not holding my breath.

Jerry Higgs

Bonners Ferry