Charter Communications Bad For Business!

Charter Communications

WORST EXAMPLE OF CUSTOMER SERVICE, EVER!

After using DSL for several years and receiving and offer in the mail from Charter we decided to upgrade to cable internet. WORST DECISION EVER!

On April 4, 2007 I contacted their office to place the order for their bundled service.

I was able to get straight through with no waiting. I was told that the service would be installed on Saturday April 7, 2007 between the hours of 2 PM and 4 PM. By 5 PM after a no show, no phone call I contacted their office to find out what was going on.

I was told that the service had been installed and is active and that they would complete the phone service on April 20, 2007. I told them that no one had been to my home and that I am still using my previous service. She placed me on hold, when she came back on the phone and stated that someone would be out that evening or by tomorrow morning. She further stated that the installer was not required to call. The following morning was Easter Sunday, still no one showed or called. On Monday I contacted their office for the third time to inform of what had not taken place. Again they stated the equipment had been installed but said they would look into it and call me back.

The following morning I contacted their office again to explain what was going on. I was placed on hold for the second time for over 10 minutes the call was routed to their customer service in Manila, Philippians. By this time I was fed up. On April 11, 2007 I called again, now this is the fourth or fifth time. This time I cancelled the service and contacted their customer service in South Carolina and spoke with a retention specialist Robert who refused to give his last or employee identification, again he asks me did I receive the equipment. I told him that they need to contact whoever was responsible for the installation about the equipment. Now to add insult to injury I received a bill for nearly eighty dollars for services that I have never received!

If you are looking for a service provider I would suggest you look elsewhere. Their customer service is absolutely THE VERY WORST!

Whenever I asked to speak with supervisor or management they just re-routed the call to the Philippians or one of the customer service people who were not only rude but acted as though they could have cared less about what was going on. They use the phrase “I’m sorry you are having problems” out of routine and not out of genuine concern.

I urge anyone to do their homework before you contact this company.

Comment On This

I moved to Mojave CA recently. I ordered charter internet and digital cable because it was a good deal but I really wanted to get directtv for my television service. What a mistake! I asked Charter if they had the speed channel. Two diffferent people in their sales team told me that did have it. About a week later my wife took off of work to wait for the installation on the 5th of Nov. There was no possibility of an install on the weekend. The installation was late(by 4.5 hours), shotty, and just plain bad in almost everyway. They didn't even leave us with a channel guide. I got home and I had no speed channel. As I said, I was told I would have it. The cables were run so badly that I had to re-run them my self. I don't install cable for a living but I did a better job of running cable then he did. I called them and told them that I didn't have speed channel and I planned on cancelling. "It isn't available in your area" said the lady. What does that even mean? They get it from satalight in OUTER SPACE! It should be more then available every where. They said they would have speedchannel "soon." I asked what soon meant. They had no clue. I demanded that they call me back to quantify the word soon. They said they would in a few days. Two weeks later I called to ask. The information was noted on my account for a week before but no one had called me. And their idea of quantifying the word "soon" was with the word "sooner, maybe." So no help there. Then I looked into directTV. I got it a month and 2 days after the cable install. I quickly took my cable box to the office to cancel my TV cable service on the 7th of ..he receipt I was given was unreadable. Meanwhile all of our bills were wrong. Every time I called them they told me a different amount for the bill that I received. Also a different due date. The hours of pain that I spent with them on the phone couldn't have been a bigger waste. The gave us a $20 credit to our account(that I had damn near beg for) for the late install but it was not posted to our bill until months later. Then again, my wife missed out on more then six hours of work because of their lateness and $20 does not make up for that loss. Then a month later, after getting my 3rd bill I find out that my cable TV was not cancelled at all. Their person in the office didn't understand me and only downgraded my service. So from the 7th(..o the 6th(Jan) I was being charged for cable TV when I had thought I cancelled it. I talked to someone in cancellations. He fixed everything for me! It was wonderful! He said that my bill was only going to be $12 after everything was fixed. Great! I couldn't believe that someone at this company knew what they were doing and was helpful. I thanked him. Two days later I called to see if everything was right. Nothing was. The amount was still a mess. I called again and talked it out with two different people. The amount was again a correct $12. But she told me that it would not be in the computer for a few more days until a tech could come out to my house and physically disconnect it. This was the 8th of Jan. She said I could call back in two days and the amount from the automated phone would be correct. I called here and there and it was never corrected. I wanted to pay my bill but until I knew how much it was I wasn't going to bother. Then on the 16th I came into the office to pay it and it was still wrong and I still didn't pay it. I spent my whole lunch hour on the phone with them. They wanted $99 dollars from me for service I had cancelled. They couldn't come out to disconnect it until the 22nd, 12 days later then what I was told. But I was expected to pay my bill even though they could not give me an amount that included the credits until after the 22nd. If I didn't pay by that time it all would be disconnected and I would be charged for the disconnection. Mean while I have to pay a bill that is of an unknown amount. It also turns out that I would have to pay for the cable TV from the 7th of ..o the 6th of Jan. because of their screw up. They seem to be able to overlook the fact that they made the mistake. Charter is a joke. Now I have to pay them money so my wife can do her school work until I can order DSL. If I don't pay Charter their dirty money they'll put it on my credit report. So I'm screwed no matter what I do. They have unfairly over charged me over $80 for a service that I would have never ordered in the first place if their sales force was honest to start with.