Charter Communication - I was lied to throughout my painful experience with Charter
ASHEVILLE, NORTH CAROLINA -- 1. We've had the lowest rated cable service in Asheville, NC since 2010. This is according to 2009 Consumer Reports.
2. We were warned about the problems with Charter by a few people and we walked into it eyes wide open. It has been the worst everything to the point that I dreaded the renewal timeframe.
3. Charter Comm. sent a letter to its customers dated 9/14/13 in which it states our promotion is about to expire and we will get a Customer Appreciation Discount of $59 for an additional 12 months. Then the nightmare (the worst of them) began.
4. They are all pushing a new package. A representative on chat (my second attempt to find out what was going on) called me something close enough to stupid for not wanting to take advantage of the new deal. I told the representative Charter is herding people to upgrade and eventually the costs will skyrocket. I reported his actual words to the rep.'s supervisor who pushed the new package, not the comment by the employee. I attempted to bring the focus back on the employee. I don't know if I was successful. I do know it was a lost cause.
5. I was pushed off to a higher tier representative. I hung up on him. He called back and I finally picked up the 2nd callback. I explained I knew what Charter was doing and he was my fourth contact of the day pushing a package. I would not apologize. After more agonizing contact, he said we'd get the upgrade (to me of things we don't want or need) for $133 (inclds tax) and our modem/router combo had to be upgraded to handle the higher speed. I informed him the technicians are yet another nightmare. I also asked for the package information with the price quoted be sent to me as, based on all other experiences, people at Charter lie or management does not provide them enough information to do an honest job. He said he could not do that. I replied that I was purchasing something at a verbal rate not in writing and I was concerned I'd be burned (ripped off was more accurate).
6. The bill was updated online. The Balance for the dropped rate (I was paying $138) was about $9. I called and the uninformed or stupid representative said it was a credit. It did not look like a credit but a charge.
7. The next day or so I looked again, now the Balance was $89. I CALLED AGAIN.
8. Customer support could not help, so I was bounced to billing. After about 55 mins. on the phone with the lovely woman from Wisconsin, she said:
a. We didn't need to replace the modem/router everyone else said had to be replaced. It would handle the new speed. I worked in the computer field and with our internet usage we DON'T NEED MORE SPEED. She spent time confirming that. I truly truly appreciated that. She took time to ensure she was telling the me truth.
b. We didn't have to replace our current DVR/cable box that everyone else said had to be replaced.
c. Sometime in October, if we want service on our HD TVs upstairs, we will need boxes for $12/month. I'm considering not watching TV... I could also go to the local shop and pick up the boxes myself. That remains to be seen if it's possible.
I liked the woman in Wisconsin and I apologized to her when I said I'll believe it when I see it. She actually understood and apologized profusely. Apologies for repeatedly horrific service from Charter is worthless but I understood why she had to say it.
I sent a letter to Verizon FiOS imploring them to come here. I watched their stumbling and growth in NY. They would be the competition for Charter.