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 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 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. 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 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.
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