Troubleshooter: Cable cuts sprinklers

October 2, 2009 3:06:27 PM PDT
Merle Freeman's sprinkler system is working great now, but that's after a $500 repair - needed he said after a Time Warner subcontractor dug on his property."When they dug in, they pierced the line, and it was three different zones that were affected," he explained. "Instead of running cable all around house, they would dig right around here and snake around the driveway and go up the other side."

Freeman said as soon as he realized the damage he called Time Warner and was told to contact the sub-contractor that did the job.

"I called them and they talked like they were going to handle it quick, but two months went by and eventually I went back to Time Warner and said I shouldn't have to do all this work, it's you guys doing the job whether it's subcontracted out or not you guys should take care of it," he recalled.

Freeman ended up paying the $500 for the repair himself. He said Time Warner promised he would be reimbursed. When that didn't happen he got in touch with Troubleshooter Dianne Wilson.

"I was beyond frustrated," he said. "And if you're not working, $500 is a lot of money."

Wilson got in touch with Time Warner, and Freeman for relief that same day.

"Thirty minutes later a guy called and said they had a check ready, was I going to be home as they would come out and bring it," said Freeman.

A Time Warner representative said even before Freeman's problems were brought to our attention, "Time Warner Cable had implemented a new policy to ensure a more timely response to claims involving contractors. We now investigate each claim and bring it to a resolution. We then bill the contractor for the damage. Our goal is to provide a better customer experience by owning each issue and not having our customers work directly with the contractor. "

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