Charter Communications cable and internet

Charter Communications

On 7/19/07 a tree fell and took out the wire which supplied Charter's

connectivity to my house. On 7/20/07 in the a.m. I reported this to

Charter customer service and was told that the problem would be resolved

that day. It wasn't. On 7/21/07 in the a.m. I called customer service

again. I was told my order was still open and that it would be fixed

within 24-48 hours of the first time it was reported. It wasn't. On

7/23/07, I called service again and was told it would be fixed the next

day. It wasn't. On 7/24/07 I called service for the fourth time and

was told the policy was to resolve all issues within 24-48 hours. I

pointed out that 48 hours had come and gone twice over. Then I was told

that no specific date or time could be provided for resolution. I asked

to speak to a supervisor. She could not tell me anything other than

what I had already been told. I asked, "So Charter Communications

expects it's customer to wait indefinitely for resolutions to service

outages?" In answer I was told, "After the problem is resolved you can

call in and request a credit for the days you were without service." I

asked who I could speak to who was accountable for service outages. I

was given the number to the corporate office which I called and could

not get through to a live person, so I left a voice message. I did not

receive a response. On 7/25/07, I tried a different route and contacted

support via live online chat from my office. Same song, different

verse. When I pressed the issue, the service representative resorted to

a standard response of "please confirm that you are still connected to

the session." Eventually, she just exited the chat. I have left

another message at the corporate office, but I do not anticipate a

response this time either.

Understand that I never once asked for an immediate resolution. I am

well aware that there are many customers who may also be waiting for

service, and I am perfectly okay to wait my turn. What I have found

unacceptable through this whole process is that NO ONE has been able to

give me a timeframe in which to expect resolution except for the

timeframe that was missed. Beyond that, NO ONE is accountable for

repairs and NO ONE can provide an expectation of resolution.

From this experience, I have learned that Charter Communication's

policy on service outages is: "We will tell you that your problem will

be fixed within 24-48 hours and you can hold your breath waiting for

that happen. If it doesn't, then you can just wait indefinitely for us

to decide we care."

Needless to say, I will be calling their competitor before the end of

the day.

Deanna Delancey

IT Project Leader/System Administrator

office: 504-842-7828

fax: 504-842-7876

beeper: 504-663-8926