October 8, 2006 Mr. James D. Fellhauer Executive VP & Chief Customer Care Officer 290 Harbor Drive Stamford, CT 06902 Subject: Service Complaint / Account 8107 65 005 Phone: 513-539- NOT WORKING Dear Mr. Fellhauer: First of all let me inform you that my wife is the legal guardian of her 82 year old aunt who is living in a skilled nursing home. She is in poor health and we rely on phone service as the nursing home frequently needs to contact us for her treatment. On October 5, 2006 I arrived home from work at 12:30 p.m. to find several voice messages on my recorder, the latest one recorded at 12:15. At 3:45 I realized that we had no dial tone on our Time Warner Digital Phone. We had digital cable and Road Runner on line but no phone. Using my cell phone, I attempted to call your service center at 513-424-2408. I was disconnected 4 different times and spent 1 hour and 15 minutes ON HOLD. At 5:30 p.m., after threatening the operator with switching my service if I was put on hold again, I talked to someone named Mike. He promised that he would look into the outage, schedule a service call to fix it, and call me back on my cell phone; no call! I continued to try to get through to someone other than a recorded voice and finally talked to someone named Terry at about 12:30 a.m. Friday morning. Again I got the promise to check into the outage and schedule a service call between 8:00 a.m. and 6:00 p.m. on Friday. Someone would call me 30 minutes before they arrived but they probably would not be there until after noon. I left work at noon in order to be here when they arrived and get it fixed. Since no one had showed up by 4:30, my wife called the service number to see if they were coming and was told that we were not on the schedule until “sometime” Saturday. We then left the house for the evening. I received a message on my cell phone at 9:30 p.m. Friday evening from a serviceman, that he had missed us and we would have to call in to reschedule a service call this week. No one showed up on Saturday. It is now Sunday at 11:00 a.m. and I have heard nothing from your service group and have no intention of calling them to try to reschedule a service call. I am curious as to whether there will be any follow-up from them; I'll bet not . I am writing this letter to let you know that I am changing my phone service back to Cincinnati Bell. I don't think that you are technically ready to handle phone service and you certainly are not ready to service problems. I have had outages with Cincinnati Bell in the past but have not had any issues getting service people out to fix the problems. I am a self-employed Consultant Engineer, and make no money if I don't work. Aside from the frustration of dealing with your poorly skilled customer service representatives and the jeopardy to my wife's aunt, your company cost me $300.00 in wages. If I ran my business the same way, I would be out of work within days I like the Road Runner high speed online service and like AOL but don't know if it is worth all of the headaches in dealing with Time Warner and the service issues. I plan to keep the digital cable and online service but the phone goes back to Cincinnati Bell as will everything if I ever have to go through this again. Sincerely, Allan Monroe, Oh 45050