I have had it with the below average service from cable provider, Charter Communications. This is the letter that i sent to the city of Roswell, Georgia on June 22. I have yet to hear back from the city regarding this matter.
It is now August 14th and in the 5 weeks or so since this letter my cable and/or internet service has went out for an extended period three times.
Dear Sir or Madam:
This letter is intended for the Franchising Authority of Roswell Georgia. I want to inform you of my dissatisfaction with Charter Communications and wish to file a formal complaint against them. I admit that I do not completely understand how cable providers are chosen for areas but from what Ive gathered contracts are agreed upon and SLAs (Service Level Agreements) are established between the city government and cable provider.
I would like to offer personal examples of troubles I have had with Charter Communications that I believe would violate any reasonable SLAs that have been agreed upon by both parties. At the end of 2006 my family and I moved into a house in Roswell and was able to activate all of our utilities without issue except for cable. Each appointment for the technician to visit our house would result in the technician not arriving.
When I would call Charter Customer Service after the technician being several hours late, the representative on the phone would inform me that I did not have an appointment scheduled at all. This same scenario happened several times and from a customer service standpoint is completely unacceptable. All complaints to Charter Communications regarding this issue have been met with empty promises or complete apathy.
The services Charter Communications provides are sub-par compared to any of its competitors. While the speed of the High-speed Internet is average the connection is completely unreliable. The hardware I have received for my broadband connection has been faulty and has had to be replaced several times. I requested numerous times a HD cable box but was constantly informed that they did not have any available.
After months of persisting it was finally suggested that I purchase a CABLE-card for my TV. This would allow me to access the HD channels without having a HD cable box receiver. Later I come to find out that the customer service and technical support of Charter Communications does not actually know how to troubleshoot these devices. So any of the problems I have experienced with this service have been greeted with the same solution, we will schedule a technician visit but I have no guarantee that this will actually happen.
I understand that these contracts can not be voided by the complaints of one individual but I find it hard to believe that by some strange chance I am the only one experiencing problems with Charter Communications. It is more likely that Roswell residents have been voicing their complaints to Charter not knowing that their complaints are falling on deaf ears.
To further demonstrate that this is not the opinion of one individual I would like to bring to your attention an article published by PCWorld Magazine recently that rated the largest ISPs in the Nation from best to worst. Charter Communications was at the bottom.
Http://www.pcworld.com/zoom? Id=133019&page=1
Thank you and I look forward to your reply.
Roswell Georgia Resident
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