Oceanic Time Warner Customer Service Center

One great reason that monopolies should not exist, crap service provider. No other options an they just don’t care

We just had our Oceanic Cable installed. It was no trouble to get an appointment and we are very happy with the Customer Service we got at our Hawaii Kai Office. The Customer
service Representative was very friendly and helpful.
Our Installer was a very nice young man named Jimi Caporaletti. He did a good job in explaining everything to us and also answered all of our questions to our Satisfaction. He maintained good Customer relations.
Christa Maene

Sucks. we pay too much for this crap. We have to unplug and replug and sit through the cycle… and hope we have channels. Just had a tech come out yesterday. Changed out a silver colored booster. Tonight same scenario.
A lot of waiting for something to change, lots of apologies but no action. We pay too much for this service. We are thinking of getting an antenna and bootlegging the networks, and calling it quits on the cable.

I live on the mainland now and realize Oceanic provided great service at a price. I pay the same now and get about 30% of the service I got from Time Warner.
Don’t know what you got till it’s gone.
Still can’t forget how that stupid banner ruined the special effects. Perhaps they fixed that.

This is a review of Oceanic’s customer service via phone. I called the other week because I noticed my bill had gone up, so I wanted inquire about getting a better rate. The rep I spoke with, Teresa, was very friendly and offered to see which qualifying promotions we could get. She lowered our monthly bill by about 18%, which was better than I expected. The call took less than 5 minutes, which made me happy too.
The junk thing is that the promotions expire after a year or so and then your bill goes up automatically so she recommended calling back in a year to re-​qualify for any available promotions. This is a hassle, but hopefully when I call back next year I can get someone just as helpful & efficient as Teresa so I won’t waste too much time on the phone.

Since the new store (located at Wards) has not been listed on Unilocal yet, I will be writing my review here.
Pros: The new location is much bigger which had 4 tv’s for waiting customers to watch. There’s also more chairs and overall the appearance was good.
Cons:The customer service however was not so great, the workers were cold and unfriendly from the start to end. We got the modem and when we got home to install it, THERE WERE ITEMS MISSING FROM THE BOX. I spent around 2 hours installing the modem and at that time, I thought it was my fault until I searched instructions online (BECAUSE THERE WAS NO INSTRUCTION MANUAL IN THE BOX) and they said I needed a disc (the most important part) but oh no, THERE WAS NO DISC IN THE BOX.
Poor customer care service, lack of professionalism, and a total waste of time.

Oceanic is a monopoly
There store at Sears Store would be different if they had an honest competitor
Was suppose to pick up a simple cable card… was told to take number from a paper tag machine and wait
Few seats zero to read /​no Tv no courtesies– there staff are OK but worn out and tired
After an hour — went to wash room
my number was called — no sweat went to clerk
and was informed read the small sign — you must take another number and start a new long long wait
asked if customer ever became upset– she said many times
on a positive note there telephone techs and cable repair guys are professional and do their jobs well.
Oceanic is a monopoly
and they take advantage
sadly

It opened at 9:30 am. I take the ticket and it’s # 49! Only one person behind the counter too!
Called last night for tech support and they told me that they will send a tech and charge me $ 30. Absolutely no support over the phone!!! Then after struggling with it myself for hours, I find out that the modem is broken!

WOW!!! I seriously had the best call with Kelly from Oceanic today. I’ve been fairly upset with the rate increase and with having to pay for a modem (which has been in my house for the last 7 years, previously with no charge). I called about this issue back in November and nothing was resolved (see previous Unilocal review).
Amazingly, today there was almost no wait time to speak to a representative AND Kelly was pleasantly quick, efficient, kind. I felt that she went above and beyond to resolve my issue. She really made me feel like Oceanic does care about their customers and that I was really important to them.
Thank you, Kelly, for your awesome customer service! I’m now a happy Oceanic customer.

This place is ALWAYS busy. It’s like the Dillingham DMV but they process people much more quickly. Had 13 people in front of me but got to see someone at the counter after waiting just 10 minutes or so.
Only needed to swap out our DVR because it crapped out, but for some reason the lady couldn’t do the swap in her system, like it wouldn’t let her or something. She kept trying which caused me to wait awhile. She also asked her co-​worker about lunch time which I didn’t think was relevant. She ended up having to transfer me to her co-​worker to process the swap.

Okay my first time coming in this particular area of Sears. I looked like an idiot while I stood near the workers thinking I would be helped soon. NO, got to get a ticket and wait… Ugh. I stood near one of pillars since all the benches were full. I wished I brought along a chair. I ended up sitting on the floor. Bringing a book along helped pass time!
When it was my turn they were quick on helping me. Though they said something about a charge. Not supposed to since the entire time we had the cable box, it didn’t work and it was the second box we got from them! That’s why we brought it back.
Seeing how much people were waiting around, they need more workers or section off in a way that people can go to that specific person and get their business over with.

First my internet was down and I opted to go to the gym instead of watching TV.
After several hours I came back home but this time the cable TV AND internet were both not working. I called the Customer Service Center and I cannot believe I waited 90 minutes before someone assisted me. Usually I notice the system gives you the option of a call-​back instead of waiting on the phone but this option was NOT available so I waited patiently.
When speaking w/​the rep, she didn’t recognize my part of the island so immediately I asked her where she was located (out-​sourced) and I was right! She told me management knew of the long waits but no resolution! WTH!!! How can Oceanic Time Warner be aware of the excessive waiting time but not do anything about it?
Every so often I have Hawaiian Tel calling me asking to switch over to them and bundle my services. I think this could be beneficial in helping out the local company.

I often wonder why people come here to pay their bill. It’s like damn, can’t you write a check or do auto debit/​pay of some sort. Why would anybody resort paying a bill here by waiting in the horrendous line?
I visit when I have an issue with my cable box. I visited once to return my cable box when I moved homes which was a year and a half ago. Then, I visited this week to exchange my cable box which freakishly stopped recording. Between those two visits nothing has changed about this place.
I did the usual: called the main number, opted for the call back which was 1 hour 10 minutes later, stayed on the phone about 15 mins with an actual voice, and finally was told to exchange the box at Sears.
By the time I get to a person I swear I go through all the stages of grief. I pulled my number, 56. The signage showed they were on number 38. I wanted to throw a toddler tantrum. I wanted to punch the number machine. I wanted to share that was not able to record football or my Bravo TV shows and this made me angry. In the end I didn’t. Oceanic really doesn’t care. They got most of us (especially condo dwellers) by the balls! Oceanic is the only option in my condo:(
Ok, so I gave this place two instead of one star because when I actually got to a person she was nice. She offered us an HD box so we can view the free HD channels.

Oceanic mistakenly and admittedly turned off our cable and internet package. When we called, they said they’d be there in 2 days to restore our services. No internet connection means a major disruption in our families income since we utilize the internet for our jobs. Also makes it tough for kids to do their homework since so much curriculum is online nowadays.
Writing the company proved what we have heard and read about… they do not care about their customers. We received a hollow apology and 2 days credit for our loss of services.
Auwe Oceanic!

I spent an hour on the phone with Oceanic trying to figure out why my cable box couldn’t connect at all. All the customer service representative could figure out was that there was a problem and they could have a technician out in a few days. Turns Oceanic was doing work in a building in the same apartment complex which was affecting service throughout all buildings. If Oceanic was on top of things they would’ve have known within the first five minutes of the service call that the cable service was going to be out for a couple of hours, but they didn’t!
I called back to try and cancel my appointment and I was on hold for 45 minutes for a five minute call to cancel my service appointment. There was no automated phone service where I could quickly cancel it and nothing online either. You can only view appointments online, you just can’t cancel them.
I wasted nearly two hours of my weekend because Oceanic was too ignorant to realize that they had technicians out causing the problem that I was calling about. Unbelievable. Fricking unbelievable.

I just moved into an apartment and have been looking for good deals on Internet/​cable packages… There are none. But a few days ago, I hear that oceanic was having an Internet/​cable package deal for $ 34 a month so I gave them a call. The automated recording options allowed me to leave my number and have them call back in «1−2 mins». The recording called me a few mins later and I waited on the line for another 15 mins. –_​_​_​– the girl on the phone was nice enough. But I wasn’t offered the deal promoted on the radio. It turns out my apt complex has basic cable, but to add Internet, it costs $ 32/​month plus tax. Wtf. It also costs $ 45+ for installation and $ 4+ per month extra if you want wifi. So she took down all my info and then informed me that thy wouldn’t be able to install for another 2 weeks… –_​_​_​_​_​_​– ugh I said I would shop around some more and see if another company could do it sooner. It wasn’t like I was getting a deal with oceanic at all. She was like NOOO! And offered to install tomorrow. Wtf? I thought the first available appt was 2 weeks from now?
The guy who came to install was nice enough… oh well, at least I have internet now.

I used to stand in line to pay my bill and on some days, I would be waiting around for 45 minutes. They only provide benches that seat around 8 people but you have 20 others standing around. I don’t know why it takes them so long to process someone’s payment. I thought it was one of those quick 1 – 2 minutes things where you punch in the account number, verify the cash and print the receipt. I honestly think they need to to expand their space and bring in more staff.
I also noticed a lot of people bringing their digital boxes in for service. My cable service isn’t with them so I don’t know but it seems like those digital boxes don’t have a very long life span.

Maybe I’ve just had terrible luck with other internet providers (cough-​Clear-​cough), maybe I’ve just been used to having to press the refresh button more than clicking on actual websites, maybe I’m just happy that my internet is fast, like it should be in this day and age… but I’m giving Oceanic 5 stars…
Reasons being:
1. Everyone from the service reps on the phone, lady at the service center, and Chaz who installed Road runner were friendly, understanding, and helpful.
2. I was initially told this past Friday when I went to the center that no one would be able to come to install the service till the end of the month! 2 weeks away!! I was told that I would be put on the «standby» by the nice lady at the service center…(I was doubtful, since there were probably more people standing in line than there are in some of the stores in Alamoana) And I JUST canceled my other internet service… What am I to do without internet for 2 whole weeks? Yeah, I’m that needy… Thank god for iphones…
Anyway, I decided to call them yesterday just to see if I could get the date pushed up, and its like an internet god has blessed me, because they tell me that I have an appointment today… Really? Yes.
3. I’m happy to say that I was able to log-​on to Unilocal in seconds versus my previous (refresh-​click-​refresh-​click — 1 minute)…
4. Maybe I’m just in a happy mood because it all worked out in my favor but thanks Oceanic, your awesome!
5. I still haven’t had any troubleshooting errors so I may update my review in the future, but for now… Ocean you earn 5 stars from me!

Unilocal Challenge 365 # ³⁷⁄₃₆₅
Why do businesses have customer service centers? To provide customer service right?
Time Warner would be better served by letting their customers become frustrated on phone customer service. To have a human customer service center is adding insult to injury.
Either way, you will 1) end up waiting, 2) end up frustrated, 3) end up with your issue resolved TO TIME WARNER’S SATISFACTION, NOT YOURS.
There is no point in getting into the details of my dissatisfaction. Let me just say, if you’ve been there, you know what I mean.
By the way, the customer service is the same with their techinical and installation department as well. One of the installers had the nerve to give me his personal cell # saying if I have problems, I can call him to fix, for a fee of course. These moonlighters :(
I wonder, does management give a hoot on these issues? Surely, they know of the complaints and concerns; which leads me to my next question which is WHAT THE HECK IS MANAGEMENT DOING TO CURE THIS MATTER???
Yes, they are the only cable game in town. But with the progression of telecommunications and internet, one must be creative in their thinking and check out your options.
Oh, last thought. They are the most expensive game in town too.
Sad, very very sad. Time Warner? I think your management needs to be reschooled. You know the underlings simply do what they are told/​taught to do. Ball lies in your court MANAGEMENT AT TIME WARNER… Shame on you

Been. On. Hold. Forevvvvver! Waited 18 minutes for a rep… only to be transferred. Total wait time so far…45 Minutes!!! Need I say more?! Ahem.
Why the extra star? The Packers/​Patriots game in HD is on while I’m typing this waiting.

Oh Oceanic Cable… How I turn to you for my cable, internet, and my phone service. You are reliable (for the most part) and offer a quality product. Yet, I despise the fact that when I do have a problem, I have to go to the service center at Sears to replace out my modem, cable box, etc.
The location inside Sears Ala Moana is certainly the most convenient if you live in town and their business hours are hard to beat. Especially to the fact that you are open on Saturdays! Parking is readily available (unless of course it is the holiday season) and you allow me the opportunity to fit you in as I pick up my prescription from Longs and some new clothes from Nordstrom.
That being said, you always have an extremely long line. I love how the 4 – 5 employees working the counters are usually pretty efficient, yet the wait still tends to be about 30 – 45 minutes when I go to it. That knocks a few stars down. Also, your customer service is very hit or miss. Where you have one clerk that is extremely helpful and others that make me go… errr?
All in all, you are a-​ok and I definitely come to you when problems arise.