Charter communications Informative - Customer Service
FLORIDA -- I've read so many complaints about the customer service that I feel I have to respond.
I work for a sub contractor call center. I've handled calls for three different commuication/cable companies and find some of these complaints are due to people expecting not only more than they subscribe to but expecting it at a cost below what other providers charge.
There may not be competition in the market in many areas due not only to licenses but due to the cost of building infastructure in an area that already has the majority subscribing to another service provider. The start up costs, advertising and hiring would be prohibitive.
When someone subscribes to internet service, they are provided service to the modem in their home. They are not subscribing to computer repair service or lessons. I have assisted some people in setting up outlook mail even though the home page gives directions with illustrations. The help and support provides answers to a multitude of questions.There are many callers who will not or can not follow directions to get the features from their own equipment that they want.
There is an automated system that give callers basic trouble shooting directions. Even after complaining about this feature, many have their problem resolved by doing exactly what the system recommended they do. They just prefer to waste their time by insisting a live operator assist them.
Callers are informed if there is an outage in their area, but have to speak with an agent to confirm it.
I am fairly sure that many of the callers who insist on immediate tech service do not work at home but use that as an excuse why their service must be immediate. There is the option of getting a commercial account if it is for business.
Charter offers home networking but many prefer to buy their own router rather than pay the additional 7.99 per month. They then call and insist on support for their wireless connection.
There are many promotions to allow people to try a service for various periods of time. One writer complained about the 19.99 internet promo that expired. I am not in an area served by Charter and my service provider charges 44.00/mo. Their promotion is six months while Charter has an abundence of promotions that are a full year.
Techs can't be sent out the same day in most cases because no company can forsee that you may have a problem and they should hire techs to stand by just incase YOU need them.Another company I worked for scheduled appointments further out than Charter does.Credit is given for time without service. I see dozens of accts every day and see these credits noted.
The agents in my unit are not rude or they are out the door. Our calls are monitored.We also have support people and supervisors who are attentive to customer's needs and concerns.We do our job to the best of our ability because we are consumers too and understand the frustration that comes from problems with service. You may occasionally deal with someone who has just been cussed out because someone is missing a soap or their kids are yelling because they are missing their show. Some complain bitterly while raising their voice because they have a virus but have never taken the time to download the security system that is included in their service. They insist we remove it.We can only direct them to the online scan and not stay on the phone for the 40 minutes the online scan takes.We don't label all customers ignorant or rude because of the few who are upset and irate.
Any time a customer calls, the call is noted so there is a record.People call in and complain their service has been out and they called multiple times when the last noted call was months previous.
I wish I was in an area that is serviced by Charter because there are many features and options offered that I would like to take advantage of if offered in my area.
Charter like any business has unsatisfied customers but you need to consider whose responsibility the problem is.If you call, speak to the agents in the manner you would like to be spoken to and explain your issue rather than be rushed, arrogant or using foul language.I'm sure nobody wants to stay home waiting for a tech if something can be resolved by phone.Give us the time and information and we will do our best to resolve the problems you run into.
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