This is my second letter to this Loser Company!
November 16
To: Neil Smit
President and CEO
From: Dennis
Dissatisfied Customer
Dear Mr. Smit,
It has come down to my having to write directly to you to see if I can get some help. I have been a Charter Comm. Customer for many years. The last 6 months or so have been a nightmare trying to deal with your company here in Riverside Calif.
For approx. 6 months I have had problems almost on a daily basis, morning, noon or evening with the picture going fuzzy with interference so bad all you can do is hear sound. Or it just goes off and screen turns blue. For longer than a week I have had no picture or sound. I started calling, always on hold for a long time, or your system would hang up on me.
I complained to the customer service people and they said there is no problem and they would try to resend signal to reset and tell me it would get better in 15/20 minutes. It didn't. But by that time I would be fed up and just turn it off. This happened many times. I finally got tired of it.
So I took the box in and the people in Riversides Charter office gave me a different box a few months ago. I asked for some kind or refund or compensation for the non-reception I have received for so long. They said no. The new box didn't help either.
I work and cannot keep dealing with this every week. So I called a few times and they tried to reset it from the office. Again wait 15/20 minutes and it should work. Nope! I hate to take off work to get this done but I finally asked for a repair guy to come out. He came out and said nothings wrong and did something outside up the pole. He did tell me that Charter has been doing some work and upgrades lately and that could be some of the problems I have been having. Fine so you guys could be the problem.
A few days go by and the entire unit goes dead-blue screen. I take a letter written to the manager down to the riverside office to voice my complaints and ask again for compensation or refund.
No word or answer on that. Mean while my TV's out and screens still blue. I then call and they say that I need another repair call and I need to be home between 1-5pm. Great! Now another day from work. I tried to tell them that it's probably outside up the pole that is the problem since the first repair guy said everything in the house is fine. Nope, I have to be home. Ok. So yesterday they are scheduled to come out 15th November 1-5. I sit at home waiting.
About 4:15pm I was worried you guys weren't coming. I called in and the customer service person says to check my TV because they show it's on now. I said the cable repair guy has not come to my door yet but I'll turn it on. It now works. I was livid. The customer service person told me that the notes said the repair guy went up the pole to fix whatever it was, a connection. But never did they come to the door. Also this is what I had told customer service was probably the problem and why did I HAVE TO TAKE TIME OFF FROM WORK?
I asked for a supervisor on many of my calls and always they are never available. But this time I insisted on speaking to one. Nope-they were busy again. I asked that they call me and she said either Chris or Frank would call. NO CALL.
OkYou're the Boss. What do you think of your operation so far? Can you help me out? What is the right thing to do?
I will apologize now for my anger on this matter, to the point this letter may even be out of-order. This is months of bad customer service and no responses from your management.
Thank you,
ANyone wish to do a Class Action Lawsuit? Let's stand up and tell them what we think!
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