Time Warner Cable Customer Service
41-61 Kissena Blvd
Flushing, NY 11355

Dear Time Warner Cable Customer Service:

I am writing this email at 1am.  My cable modem is blinking impotently.  This is the third time this summer that the cable modem has been taken offline around this time.

This is unacceptable.

I understand that maintenance is being done this summer.  I get that most people are not functioning and awake at this hour, but some of us are in the middle of doing important things, and it is obnoxious that we are always affected this way.

Additionally, it is obnoxious that when I asked for a schedule so I at least KNOW when I shouldn't schedule myself as working, I am told that the customer service people are only aware an hour in advance.  This is unacceptable, as well.

Furthermore, what is even MORE obnoxious and unacceptable is that the service interruptions are less than the arbitrary time of 4 hours, meaning I have not been able to get any credit for the outages.  (This was rectified tonight by a nice operative who gave me a full day's credit because he could tell I was irate, but still warrants mentioning.)

I pay around $150/ month for this service.  I expect this service to work when I need it. 

I cannot threaten to cancel my service because there is NO other cable modem service provider in my building and DSL is too slow for the important business I do.

I am losing money waiting for the blinking to stop – not to mention writing this letter. 

I expect to be compensated in some way, and I expect an official apology.  In the future, I would nicely ask that I be given 24 hours advanced notice and financial credit for any maintenance going on, so I can plan accordingly. 

I will be posting this message in my blog, assuming I ever have a connection again so that the world will know how Time Warner treats its customers.  Thank you for reading this letter and for rectifying the situation in any way you can.

Bitterly,

Seth Bisen-Hersh, Account Number xxxxxxxxxxxxxx