Charter Cable Complaint - Customer Service - Moxi DVR
LAKEVILLE, MINNESOTA -- I just read the complaint of a fellow Lakeville, MN resident who had the same issues with their Moxi DVR that I did.
I just upgraded my service from Charter and was told that I would need a different Moxi box than the one that I had. I dutifully took time off from work (so much for vacation) and waited for the Charter Contractor to show up. When he does show up the box he delivers is dead. He asked what was wrong with the one that I had and I told him nothing, I just went with HD and they said I needed a new one. He said he didn't think that was the case but didn't explain how I would now get the HD that I was paying for. I figured that out after realizing they all handle HD. Within a week or two the modem stops working, there is no guide. I reported on their chat feature and was told there was a wide spread outage and they were working on it. After a few days of nothing, I called Charter and spent over an hour on the phone with a "tech" who knew nothing other than to tell me to try rebooting. She something like "that figures" when I told her the Moxi wasn't working. She was acknowleding that they don't work very well. I had already tried rebooting numerous times to no avail. She finally said she would send someone from Charter out to replace the Moxi box and I explained that it would be on a weekend since I was done taking time off from work for their services, I was paying a bundle for. I then spent three and half hours of the four hour window waiting when the Charter contractor shows up again. I show him the Moxi and he tells me that he doesn't have a replacement and since it was a Saturday, he couldn't get one. I explained that this was his only purpose in coming to my house and that I had waited over 3 hours for nothing. I asked him to leave and he gives me the attitude of "have a nice day."
I am against getting a dish. I don't like the looks and don't want reception headaches but Charter is the only game in town. If they can't keep people who want to stay with them, I don't know who they can keep. I now have to spend another 1/2 hour on the phone with them just to discontinue my DVR service and get a refund on what I have paid. To top it off, Charter calls and wants to handle my phone service. I am thinking that for the 15 years, I have been with the phone company, I have never had to call them for assistance.
I wish they'd get into cable.