Time Warner Cable's Zero Complaints

[silicon_toad2000]

http://www.techdirt.com/articles/20140419/18000026968/time-warner-cables-contractual-loophole-allows-it-to-tell-local-politicians-it-has-received-zero-complaints.shtml

    "They reported back that they had no complaints," Clark said at last week’s meeting. "I asked, ‘Why?’ They said because they weren't required to write them down."

Yes, that last part is true. TWC's franchise agreement contains some language that allows it to whitewash its horrible track record. Bode spoke with the objecting council member, who forwarded him the no-problems-here contractual clause.

    Except as limited by federal law or FCC regulations concerning privacy, Franchisee shall maintain a record of all such complaints and such records shall be available at Franchisee's local offices for at least two years for inspection by the Franchising Authority as it may from time to time request, during regular business hours and upon reasonable notice. Nothing herein shall be deemed to require Franchisee to maintain records of oral complaints, which can be handled to the customer's satisfaction in the course of the initial conversation in which the complaint is made or does not require technical field response. Upon request, the Franchisee shall provide to the Franchising Authority an accounting of the number and nature of such complaints.

Oral complaints apparently don't need to be recorded for posterity if they are handled with a single phone call, or if a technician is never sent out. The key here would seem to be "to the customer's satisfaction," but it appears TWC isn't going to let itself get bogged down by discussions about whether or not the end user was actually satisfied. Presumably, "handled in a single phone call" is still valid (and unrecordable) even if the person is bounced from useless rep to useless rep for hours or simply spends an unimaginable amount of time on hold. As long as someone on TWC's end can put a check in the "resolved" box at the end of the conversation (and keep technicians from leaving the building), the complaint is off the record.

If the person calls back, presumably a new record is opened for that single call and, again, dismissed once the problem is "resolved." This is cooking the books on low heat and since TWC is the custodian of the records, there's little anyone can do to point out where complaints are being vanished into the ether.

[GhostShip]

This is corporate dishonesty on a major scale if it turns out that there are unsatisfied customers, perhaps the NSA can reveal the true number