Charter Communications Complaint - Charter has horrendous customer service
We started out with charter 3 years ago very happy with the internet and not happy with the cable. The cable never really was the quality that we paid for. So 2 years into having charter we started having issues where our local cable channels were unwatchable so in DEC I dropped the cable TV portion and kept the internet. No other broadband providers in my area. I have had an ongoing problem with charter for a year now. Our internet will intermittently disconnect with no consistency. Although the last time our internet dropped it had dropped out 2 days earlier so maybe that is the only predictible about it. On Friday when my internet dropped for the 4th time in 2 days I placed a call to customer service which was against my better judgment. I spoke with a representative who could barely speak English and asked me had I tried all the unplug, reboot the device diagnostic that they go over with you on the phone. I explained to the representative that I had already done that numerous times too many to count. He said he would schedule a tech to come out to my house and take a look. He stated to me that they would be there between 3 and 5 the same day. I thought that was kind of strange because the quickest a tech had ever arrived would have been the next day. So I asked him 3 times and he confirmed 3 times Friday Oct 9th. I gave him 2 numbers where I could be reached and stated to call my home number 1st and my cell as the backup. By this time because this issue was a year old and not fixed I asked for a supervisor tech to come to my home. My appointment window came and went with no phone call no show. When I called back I was told that I was given the wrong day that it would be between 3pm and 5 pm on the Oct 10th okay no problem again I stated to please call my home 1st and could they make sure that was the 1st number listed on the workorder. I was told okay no problem. So my appointment window came and went yet again no call and no show. I again called and was told that I had been called but since I did not answer the automated call that I was deemed not to be at home so the appointment was cancelled. I then asked for a supervisor and was told okay no problem we will get a supervisor so we can get a tech out to your house today this was 5pm on Saturday. The representative I spoke with states all he could do is reschedule for Monday between 10am-12noon I explained that I would take the appointment but that it was unacceptable how this whole situation has been handled. He was very nice which I should have recognized that he would screw it up sometime. In the meantime something told me this guy was not really a supervisor so I called back and asked for a supervisor and I do mean supervisor not someone saying they are one. I get a supervisor on the phone who not only cannot help me but in no uncertain terms calls me a liar based on the fact the automated system deemed me not at home because the first representative I spoke with Friday listed my back up number as the pre call number. So here we are on Monday Oct 12th my appointment window started at 10 am by 11:25 no phone call and no show so two more calls to customer service result in when my appointment was rescheduled it had to be given to a different tech who would not be arriving between said window and that they would credit me $20 for the no show. Okay no problem when will the tech be here I was told today that it would be 5pm to 7pm tonight okay I informed the representative who was very helpful that was fine but to make sure that I am called one way or another at my home number not the backup number listed on the original workorder. We shall see if he shows in the corrected window of 5 to 7pm tonight. I have since found someone within the company at the corporate level who is now assisting me with my problem and they have been nothing but wonderful at trying to keep me satisfied. Unfortunately it is too little too late to satisfy this customer.