Monday, December 28, 2009

Fun with Zach.

Thank you for contacting Time Warner Cable Chat.
We hope that your session with Technical Support was helpful.
Below you will find the chat transcript that you requested. We recommend you keep this for future reference. Our Customer Service is available 24 hours a day, 7 days a week! - if you need to contact us again, please visit for any questions relating to your Time Warner Cable service, or for Road Runner specific assistance please visit

Julian Rebello: Thank you for contacting Time Warner Cable. At the end of our chat you will be given the option of taking a brief survey. My name is Julian. Please give me a moment while I access your account.
Julian Rebello: I appreciate your patience.
Julian Rebello: I will certainly be glad to guide you to the right support.
Julian Rebello: I need to escalate this request to our Sales Department. I will transfer you to that support group. Do you have any further questions before I transfer you?
Matthew: How do you transfer me?
Matthew: Through chat?
Julian Rebello: Yes, please stay connected.
Julian Rebello: Again, my name is Julian. Thank you for chatting with Time Warner Cable. We value you as a customer and are here to assist you 24 hours a day, 7 days a week. If you would like to take a brief survey, please click on End Session and the survey will load.
Matthew: we really didn't do anything
Matthew: should I still take the survey?
Julian Rebello: Please wait while the problem is escalated to another analyst
Matthew: is that one of the survey questions?
Zach: Welcome to Time Warner Cable s SALES Chat; now featuring Roadrunner Mobile .

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My name is Zach. How may I assist you with your order?
Matthew: my parents are coming to town and my mom,dad, and cats want to watch more cable.
Matthew: I would like to increase my channels to include the animal networks
Zach: All right. I need your address related to the account please.
Matthew: *** Collington drive. They will be her tonight with all the cats.
Zach: Are you closer to Raleigh, Greensboro, Charlotte, or Wilmington?
Matthew: Greensboro I believe. 27302. My parents are coming from Rochester.
Matthew: I don't really care for the cable box though, the remote is hard for everyone to use
Matthew: Is that ok?
Zach: ok to upgrade your cable package it's normally an extra $30 a month before tax. I have you at just $27 a month after tax.
Zach: You can downgrade the cable back to local channels anytime.
Matthew: ok. are the animal channels included. My mom and the cats like to watch the animals
Zach: Correct.
Matthew: ok what about the cable box?
Matthew: the remote is difficult to use
Zach: The cable box is required.
Matthew: my dad has fat fingers and Brixies paws are too big for the buttons too.
Matthew: Can I use our special remote?
Zach: You can program it so that your remote works.
Matthew: Ah nice.
Matthew: do you know if it's shark week?
Zach: This week, I am pretty sure no.
Zach: We can send the technician out there as soon as tomorrow.
Zach: We have a 3:30 to 5:30 time available.
Matthew: Good because socks gets scared and hides under the couch and is a pain to get her out.
Zach: Also, a 5:30 to 7:30 P.M. time is available.
Matthew: Ok. Will i have to put the cats in their carriers?
Zach: If you feel that they might not be friendly, then yes.
Matthew: 10 are pretty friendly but there are 5 that can be snipy
Matthew: I'll put those guys away
Matthew: Tomorrow will be fine
Zach: What's your best available contact phone number for the technician tomorrow?
Matthew: ##########
Matthew: That's the home number
Zach: ok I'll put you in for 3:30-5:30 if that's ok?
Matthew: that's purrrfect.
Zach: ############# is the work order number.
Zach: You're all set!
Matthew: Thank you.
Zach: Thank you for allowing me to assist you on Time Warner Cable Sales Support. Have a nice week!

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