I have subscribed to Charter communications for several years. Over the past two years their customer service
has gotten worse and worse. Frequently when I have contacted the company for assistance I have been placed on hold for in excess of 10 minutes. One time recently I was on hold for 45 minutes (I just wanted to see how long it would take them to even answer the phone!) and often when I call I get an individual who does not speak English as their native language.
In other words their English is quite limited. I have paid for services (on demand with a digital box) for several years and have not received the service in spite of the fact that I have paid the additional money for the converter box.
When I have contacted Charter to complain I have been told that I have the box hooked up wrong and for $25 the company can send a tech out to my house to install it properly. After paying them to do this once and continuing to be told that it was improper installation of the box (which a tech from Charter had installed!) I took the box back to Charter. Lo and behold the box was determined to be "defective". I asked for a credit and have yet to receive one for the MANY months that I paid for and did not receive the on demand features I was supposed to be receiving.
Charter has continued to ignore my complaints as well as the complaint which I filed with the city in which I live. I have been told by the city employee who handles the complaints against Charter that complaints are up 150% in the past year. Clearly this is a company which believes that customer service means that the customer should service Charter Communications. I have also have my internet connection thru Charter Communications. The connection has been sporadic at best and non existent at worst.
When I have complained about this I have been told it is the result of the cable wiring into my home. That would be the cable wiring that Charter Communications installed less than two years ago. When a tech came to my home to "correct" the problem (and showed up several hours after his scheduled time--clearly my time is of no value to this company)I was told that a booster needed to be added to enhance the signal.
While this helps somewhat I regularly lose the signal for the internet connection. This is a company that I would strongly encourage people to stay away from. They are unresponsive to customer complaints
and seem to believe that they have no obligation to the consumer. As a result I will be switching my service to another cable internet provider and I anticipate that the disconnection process with Charter Communications will go as poorly as the complaint process has gone. PEOPLE STAY AWAY FROM THIS COMPANY!
http://www.my3cents.com/showReview.cgi?id=42373Apple Valley, MN
