I am pretty funny about customer service. I appreciate really good service. Somehow, that isn't what I attract, despite my continuing affirmations.
For the first time, I had Charter Communications at our summer place. I was excited to have access to be able to work, write, and upload my pictures, all from the comfort of my beach.
But working with Charter was painful. Awful. Really, really bad.
It started with the installation. The technicians informed us that 1) they weren't judgmental, and 2) they had to confirm that they were installing the Triple X package. I didn't know what that was. (I am so naive sometimes) It took a few minutes for me realize what they were saying. They had an installation order for the porn package. Took a couple of conversations and a call to the customer service center to sort out that we wanted TRIPLE PLAY - you know, phone, cable and Internet - NOT TRIPLE X - you know, PORN.
For the first two months, my bill was wrong. I kept track. Five hours to resolve the mess.
I had a couple of calls to their customer support when I had no cable signal.
They wouldn't honor the original price (that I had in writing). They insisted that they had the right to raise prices at any time since I didn't lock in a price by buying their 2 year upgrade.
After the first month, they raised the cost of renting the modem $2.
We are seasonal users. We are at the cottage in the summer and pretty much not there in the winter. Charter wanted $45/month to keep our account active. No access - no Internet, no phone, and no cable. Just $45 a month, over $300 off-season, for the privilege of keeping an account open with Charter.
So we turned everything off and turned in the gear. And awesome office hours. 9-5:30, Monday through Friday.
Their business model is outdated. This area has over 3,000 seasonal residents and Charter is dictating services based on what is convenient for them, not for their customers. They have a monopoly in the area and by definition, there is no other option. Here's hoping that by spring of 2012, another business model emerges or other options become available.
I will concede that the porn part was pretty funny. At least I got a laugh at their expense.