Charter Communications Complaint - Great service when it works, bad customer service and useless people.
TOWN AND COUNTRY, MISSOURI -- I'd like to preface this by saying that I've never had an issue with Charter billing practices or their service. It's their customer service department I have issues with. I am also not saying this to get free service.
I've tried resolving this on the phone, but all I get is apology after apology with clever wording each time to not accept responsibility.
Tuesday, October 31st I called Charter and spoke to 'Chris' about setting up new service at my new home.
I told him that I could take "This Friday" off (9/3/2010) of work to be there for the tech. The agreed upon time was between 1pm & 3pm. The order was for 2 HD DVRs and charter service with HBO, MAX, Showtime & TMC.
Done and done.
Friday September 3rd comes & at 3:17PM no Charter tech.
I call and "Brian" (if I recall) tells me that "no, the appointment is for Friday September 10th." This is incorrect. I tell her.
She apologizes and tells me that the only thing she can do to reschedule is to set the appointment for 9/22/10.
I ask to speak with a supervisor & I'm put on hold for a bit. She comes back & tells me that she's trying to get a supervisor. Apologies again.
She tells me that she'll have a supervisor call me "soon"
4:45 (approximately) and still no call. I call again. This time I get Yolanda & I tell her that I've been waiting for a call back from a Supervisor and she somehow manages to get one for me.
Apology after apology. But still, nothing is done for this. I'm told that it's a "miss-communication" This is no miss-communication. I know what was said between myself and Chris. I know what "This Friday" means. I have notes that I relayed from Chris as to exactly was expected of me.
She even talks to "dispatch" but I already know that there's nothing that can or will be done.
On top of all this, I had to give up a vacation day for this. So I could be at my home to bring the TV out of storage, set up on the entertainment center. I am never going to get that vacation time back and it was a huge waste of my day.
Again, I realize that I'm a drop in the bucket, But at $109.99 a month, this is over $1,300 per year. This is not a minor investment. Except for my mortgage, this is the single highest bill I'll have for this house.
I mentioned to the person I was talking to that I should at the very least have a month of free service. I had a similar issue with Verizon a few months ago and this is what I got for my trouble. I was told "That's against Charters policy"
"Then why am I even talking to you?"
Really? Is the time and effort on the part of your customers so insignificant that you're unwilling to sacrifice a little for customer retention?
I work as a customer service representative for a medium sized technical company. My company SERVICES companies like Charter. If I said or did this to them, we'd lose the contract, no questions asked. I am not allowed to give my customers this kind of run around service. If someone asks for a supervisor, they are not made to wait like this. We're certainly not going to insult their intelligence by "apologizing for their inconvenience".
In my area there is one other television provider. At this point I am still weighing my options.
I've been told that FiOS is coming into the area within a few years and that is an option as well.
Fast forward to today.
I got an automated message that a Charter tech was going to be at my home tomorrow between 1 & 3 "and to have $109.99 ready for the technician.
This was NEVER mentioned to me at any point by anyone.
When I called just a short time ago to confirm this, I was told by another "Brian" that "We apologize for the miss-communication"
This is not miss-communication issue. It was never mentioned to me that this was required.
A quick search on Google tells me that this isn't an isolated situation. I hope this counts as the first months fee. If not, I'm going to cancel.
I never want to hear an empty apology again.