Charter Communications Informative - Customer Service is Horrendous
CONNECTICUT -- I have to say that I save a lot of money each month when I chose to bundle my charter services: internet/cable/voice over IP. The savings was substantial. The phone service was better then I expected - very little echoing. The internet is quick and rarely down. I have not experienced the problems that others have experienced on this site. If I did, I'd already be gone. I know it can be a nightmare if the services don't work properly - it's not going to matter how much you save if you can't log in.
My biggest complaint is the customer service if you are unlucky enough to call into one of their call centers who is not stateside. I just had an horrendous experience of dealing with someone in India who was trained ONE WAY. It's as if they are reading out of a manual and just parrot back what they are reading. They have very little technical experience, therefore cannot really troubleshoot. This one representative left me on hold because I asked him to transfer me to another representative who was trained properly who could help me. I've been through this before and know when to speak to a "second level". Usually, that's about a minute and a half into the conversation. He left me on hold then called back on my home phone and called me an "idiot" - then hung up. When I called Charter to make a complaint - they apologized - they were stateside - and they were able to fix the problem immediately.
Now, I'm getting up on my saltbox. When are US companies going to 'get it' that offshoring is not the answer? Along with the service of goods provided, customer service is an integral part of keeping the customer happy and maintaining a sustainable business. I get the impression that these off=shored contractors feel very entitled - yet they are unprofessional, know nothing nor do they care about someone in the US who can't get online. The unemployment rate in my area is 6.5% and climbing. Do US companies really feel that by compromising good technical support (that will improve their bottom line) for the almighty dollar is the way to go? I agree with posters here that say keep these positions in the US where they belong. Or, if they are going to offshore, make sure that the call centers are staffed with people who can speak English well and have good technical expertise - if not - then PLEASE bring these positions back to the US!!!