Are you aware that "customer service is what makes or breaks your business? I do not even know where to begin. I am extremely angry and disappointed with Charter Communications. As a matter of fact, the word "communications" should not even be in their name! (apt. 302) In 12/07 I ordered and setup a bundle pkg that was supposed to be $79.99 for wireless internet, cable, and telephone.
Even before I had any of the services installed there was a problem. I waited for the installer, took a day off of work, and no one showed up. I claled Charter and was told the order had been cancelled. I did not cancel anything. This is where the nightmare begins... Another appt. Was made and finally, wehn the installer came to my address the order was incorrect.
I had ordered "wireless" internet and he di not have that on his work order. He phoned Charter and was on the phone for 45 minutes! On 4/11/08 I was hospitalized for 3 mos due to surgery and injuries to my feet and legs from an accident. A couple of days after that and 3 calls to their customer service I explained my situation and asked that my service be disconnected. I also requested that someone come out to pick up the equipment. I did not receive a response for several weeks, finally a contractor that works for Charter came and picked up all of the equipment.
When the contractor came out and I asked for a receipt she began checking serial numbers on the equipment and one of them did not match. (they billed me for this later and without having an itemization of the amount of the bill I went ahead and paid a little over $300.00 to payoff the apt. #302 acct.)
On August 22nd I phoned to payoff the outstanding balance with them and to have wireless internet and cable at the apt. I had been moved to downstairs due to the serious personal injuries I sustained. I asked the CSR to please change the apt. # I gave the CSR all of the new information including my new phone numbers. He took the payment off of my bankcard of $304.98, told me that an installer ould callme one hour prior to coming to my house. (no installer calls you it is a voice automated response system). Being that I have worked in this type of business before I made sure to confirm not only the order but the new updated information as well. I also mentioned to him more than once that I had no equipment and that it would have to be an installation and not a reconnect.
I took Saturday, Aug 23rd off from wk and waited two hours for an installer at the time confirmed, no one showed up. At 2 P.M. I called Charter to make sure someone was going to come. When I phoned I was told the order was complete! I was on the phone for 50 minutes. The CSR finally put me through to a supervisor. He assured me he had spoken with "Dispatch" and that someone would be out "today"! While I was waiting for an installer to show up, I went to check my mailbox.
At the mailbox the perosn that now lives in my old apt. #202 handed me a dark yellow piece of paper that was a copy of the work order! For Me! On the work order (which I sent to Charter twice already, and a letter explaining all of the problems I am having!) showing that it was a "reconnect" not an install. But, more importantly Charter had given the wrong address and phone numbers to the contractor who came out and did the job!
I immediately called Charter again and after another hour of explaining I reached "Keith" another supervisor and explained the problem. He again assured me that he would look into this matter and return my call. Also, that he would look into this matter and return my call. And, that he would call "Dispatch" and have them come out and install my services "today". Keith called me a few minutes later to tell me that the installation could not be done as he told me that it would be the next day between 8 and noon, tomorrow (Sunday, August 24th). 2008 I spent the wholde day off, without pay. I just got out of the hospital recently, have major health problems this is not what I needed to deal with.
The reason I am so upset is obvious! This is NOT the first time anything like this has occured. The whole time I have delath with Charter has been extremely bad. I do not believe anything I am told by anyone from Charter, including supervisors. The saga continues...
I decided Sunday at 7:57 AM to call to confirm an installer would be out here. I took a half a day off, which now is a whole day) just to be at my apt between the time they told me they would be here. Again, Charter LIED to me! The CSR told me nothing had been scheduled for today and that neither Keith, or the other supervisor, or the CSR's I had spoken with the latter part of the day before FAILED to put any notes on me being rescheduled for TODAY!
At this point, I felt "sick". The CSR put me on hold for over 20 minutes (without even coming back, like a CSR should very few minutes) to tell me her supervisor "Robert" had called "Dispatch" again and assured me that my install would happen before 5 PM today. The work order NO. 6840730.
Here it is Sunday, August 24th, at 1 PM and I have been on hold with a CSR trying to get a supervisor to speak with me, AGAIN. This time I was told no one was going to come out until tomorrow, Monday between 3-5 PM. I was not even asked if this appt. Was okay with me. The other 2 supervisors told me (and, obviously someone was lying) that someone would be out no later than 5 pm TODAY. Prior to that it was 8 AM to 12 noon on Sunday. I believe there are definite problems between their CSR's, supervisors, and the Dispatch people. And, NOW another day, MONDAY.
At 1 PM Sunday I decided to call to make sure AGAIN that an installer would be coming out before 5 PM I finally spoke with someone named Lynn, Supervisor. After being ON HOLD on my cell phone for 1 (ONE) hour, 25 MINUTES and her reviewing my reocrds she told me she could see several dispatch orders and could not believe what I had been going thru since Friday! She gave me her contact information and direct extension. She told me she could only schedule me for tomorrow. Agina, I have had to take a THIRD day off from work! I do not understand how something as simple could be so messed up!
In my area, Charter is the only company we can use. I have spoken with the Chamber of Commerce, Better Business Bureau, and my neighbors. Charter does not seem to get anyone's bill right. A month ago, I end up receiving a bill for apt. #302! Again, yesterday Sept 22 I receive another bill for over $370.00 for that address! I called and spoke to a CSR and after being on hold for a very long time I hung up. I have not only called, but written to Charter many times. I only recieved one letter from them way in the beginning apologizing for "misrepresentation". I have not received anything but bills for my present apt. And then the bill mentioned above, something must be done to straighten out this company! I do not know how they can possibly still be in business ripping people off!
Anonymous
Azle, Texas
U.S.A.
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