Review by michigandave 
UPDATED: 42 days ago
member for 2.4 years, 837 visits, last login: a few hours ago
 Fenton,Genesee,MI
 Contract price not specified.
 "Reliable service"
 "Outsourced customer service is horrible and local office has their hands tied."
 "Charter lost another customer today."
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(ratings match consensus)
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Updated 9-26-2009:
Just wanted to freshen up my review of Charter since I have been an AT&T customer for nearly two years solely because of Charter's horrible local and outsourced customer service. I was tempted by the $29.99 5M HSI for 24-months but each time I consider it I remember how you treated us like s**t. You could give me a free 20M pipe and I'd tell you to cram it sideways today just like I would have nearly 2 years ago. Maybe when Charter is forced to sell off our system in bankruptcy I might consider cable again provided the same people are not hired into the new company.
Updated 1-8-08:
We had downgraded to 5M internet and basic cable. The tech came out and trapped out every single channel on Jan 2nd or 3rd. We were going to raise hell over the sheer incompetency of the company but we were waiting for our DSL line to go active anyway before canceling altogether. Piss poor customer service at the local level and either the tech didn't know his a** from a hole in the ground or Retentions sent down bad info - either way...goodbye Charter!
Sorry defiant. You're a great guy and I truly admire that you come here to help people on your own time, including me, but my patience has reached it's end with your employer and I'm voting with my dollars.
Updated:
Our cable and HSI bill jumped from $74.99 + fees to $113.99 + fees within a month. The problem was not only did Charter raise their rates but we fell out of a promotional price at the same time.
Going to the local office wasn't fruitful as they can't do anything there except take money, start/stop service and direct people to call Retentions. After deciding over the holiday break what to do, we decided to try to order an internet-only package that was offered on their website.
We went back to the local office and tried to order the internet-only package. We were told that those promotions were for new customers only. What? It's not like I was trying to scam the system. Those offers were listed on the website even when we logged into our account. If they weren't meant for existing customers, then they shouldn't be offered while logged in.
At this point, the CSR, in a real nasty condescending tone, said "Those are new customer prices. Too bad."
Upon calling Retentions, we were offered a semi-reasonable deal for what we were kind of looking for - but not the package price I was referring to. We explained that if the package wasn't available to us, then it shouldn't have been offered on the website. I'll say it again - these offers show up when you log into your existing account. We negotiated a price for basic cable and 5M HSI and returned our DCT back to the local office.
The same CSR "helped" us again. We walked up with the DCT and told her that we called Retentions. She said "Yeah, I can see that" as she looked up our account. She said "I see you got what you wanted" like we were trying to rip off Charter or something. We said "Yes. It is what we wanted" as if wanting some kind of customer satisfaction is an over-reaching goal. Again, in the same nasty tone she said "Well...you do realize that this is a promotional price for only 12 months" to which we replied "Yes and we'll be sure to cancel it then." And to top it off she told us "Well, a tech won't be out until Monday to trap the higher channels...just so you know" like I should be soooo fortunate and personally indebted to her and Charter now that we are getting extra channels for free until they come and trap them out.
Because of the s***ty attitude we received at the local office, we are now new customers of the competition as we ordered DSL today. When the equipment arrives, we will be returning our cable modem back to the office so they can have it for their next "new customer".
You know, we were frustrated because our bill jumped nearly $40/mo for without changing services. It's not like we were asking a lot but $113 base for 5M HSI and digital cable (including HBO/Max for $5/mo) was now out of our reach and unreasonably priced as far as I am concerned. And only to be told that there was nothing we could do about it for at least 90 days or call Retentions to see maybe what they could do.
But the attitude we received today at the local office is beyond acceptable. I've been a retail manager and, yes, I've been very frustrated with people. But I NEVER treated my customers like that and I NEVER wish to be treated like that myself.
I've been very supportive of Charter up until today. I tell naysayers "Hey, they're okay but you just have to deal with the local office. There are good people within the company - you just have to know where to look." I'm done with that. It's incomprehensible that the local offices on the front line that represent the company can't do anything except take money (and apparently give sh*t to the customer). It's incomprehensible that the outsourced service from the 1-800 number isn't helpful at all and bad information is given out. It's incomprehensible that there is no consistency within the company, no one knows what the other is doing and customer service can only be done at the corporate level. I honestly know of no other business that could sustain a business model like that and survive.
I try to have extended patience with the service industry being a veteran of it myself. But there is a limit and you found it today.
F**k Charter. There will be nothing you could ever do to win my patronage or loyalty ever again.
Yes, I finally did get what I wanted.
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