Boricua65
join:2002-01-26
Puerto Rico | Stepping up
I'm glad someone is stepping up to the plate. Too many times, CEOs are too "busy" to even know what's going on in the real world of tech support. It's good to know this CEO wants to understand why things are not working. |
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KrK
Heavy Artillery For The Little Guy
Premium
join:2000-01-17
Tulsa, OK
 ·AT&T Yahoo
·AT&T DSL Service
 ·Cox HSI
·AT&T Southwest
| Not a bad idea
This isn't a bad idea at all. Have them answer a few calls themselves. Have them go out (in regular uniform) on a few calls, talk to the customers.
It's an interesting idea. Also, perhaps they should poll their CSR's and techs with anonymous surveys (ones where the CSR or Tech doesn't have to log their name or SSN or ID# etc so they can be frank and honest with their responses free from fear of retaliation by supervisors or Office manager.)
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"Regulatory capitalism is when companies invest in lawyers, lobbyists, and politicians, instead of plant, people, and customer service." - former FCC Chairman William Kennard (A real FCC Chairman, unlike the current Corporate Spokesperson in the job!) |
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koma3504
Advocate
Premium
join:2004-06-22
North Richland Hills, TX | Cool
this should be a requirement to work from the ground up.
I applaud his efforts. |
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jarablue
Always be true to yourself
join:2001-06-11
Worcester, MA
| It's a start
All they need to do now is stop picking up immigrants with cardboard signs that read "will work for low pay" in Springfield MA. Charter is notorius here. I have heard stories of Contractors asking customers if they had any cheebah for sale. That is not even the tip of the stories here in MA. Good for him though. Maybe he will clean up Charter. |
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DHRacer
Fire Survivor
join:2000-10-10
Lake Arrowhead, CA
·Charter Pipeline
·Verizon west (ex G..
| Charter seems decent in SoCal
I've not yet had issues with Charter. They keep their install windows, the tech support is fairly decent (some of it seems outsourced since heavily accented English with American names is a dead give away), and the service so far has been decent and trouble-free. Every time I call I do get someone who's polite and tries to answer my questions the best they can.
It's good to see a CEO who looks at the real botom line. It's those people who will make or break the company's customer retention, and that needs to be understood from the higher ups that anything but real results from the bottom up can only benefit the company.
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"No one will believe you solved this problem in one day! We've been working on it for months. Now, go act busy for a few weeks and I'll let you know when it's time to tell them." (R&D Supervisor, Minnesota Mining & Manufacturing /3M Corp.) |
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moonpuppy
join:2000-08-21
Glen Burnie, MD
·Verizon Online DSL
| Unfortunately, this won't last long.
The CEO can increase staff all he wants but when the CFO comes back and tells him profits are shrinking because they spent too much on customer service, things will go back to the way it was before.
While I appreciate his efforts, it will not last long. Seen this too many times before. |
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RR Conductor
RailRoadDude
Premium
join:2002-04-02
Redwood Valley, CA
·Comcast
| reply to jarablue
Re: It's a start
said by jarablue  :All they need to do now is stop picking up immigrants with cardboard signs that read "will work for low pay" in Springfield MA. Charter is notorius here. I have heard stories of Contractors asking customers if they had any cheebah for sale. That is not even the tip of the stories here in MA. Good for him though. Maybe he will clean up Charter. What is cheebah?
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Titus Pullo
I came, I saw, I slept
join:2004-06-26 | PR stunt
and nothing more. These guys did their 'time', came back to the office for a few hours before laughing at the grunts over martinis at 5
.
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The woman from 1984 put down her hammer for an iMac®, iPod® & iPhone® |
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divideBYzero
join:2002-05-29
Bass Harbor, ME
| reply to RR Conductor
Re: It's a start
said by RR Conductor :said by jarablue :All they need to do now is stop picking up immigrants with cardboard signs that read "will work for low pay" in Springfield MA. Charter is notorius here. I have heard stories of Contractors asking customers if they had any cheebah for sale. That is not even the tip of the stories here in MA. Good for him though. Maybe he will clean up Charter. What is cheebah? That would be weed, marijuana, pot, what ever you want to call it. Figures if they hate their job, they want to go get high. |
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RR Conductor
RailRoadDude
Premium
join:2002-04-02
Redwood Valley, CA | Oh, I've never heard it called that. |
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Ream0
@rr.com | How Noble!
He ought to beaten then "Tarred and feathered" for posturing.
...And after the publicity stunt,He'll resign himself to pheasant under glass with grey poupon! |
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ender7074
join:2006-11-21
Saint Louis, MO
·AT&T Southeast
| Full of BS
This guy is full of it. If he was so concerned with customer service, the cable techs would not have been outsourced to a foregin country. He also would be stomping mudholes into the butts of people in charge of the contractors that never show up on time. This is the exact same line of stinking, rotten BS that we heard when he was hired (I used to work at Charter Commons in St. Louis). He was going to be some grand savior and, so far, all he has done is run the company farther into the ground while outsourcing local jobs to a foregin country. Way to go jackass.
The last good CEO that Charter had was the guy before Carl Vogel. I think his name was Jack Kent or something like that. He was a good guy that got the axe because of one rotten apple in the bunch. |
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ninjatutle
Premium
join:2006-01-02
San Ramon, CA | reply to Boricua65
Re: Stepping up
CEO = Poser |
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Qixotl
join:2002-02-08
New Milford, CT
| reply to DHRacer
Re: Charter seems decent in SoCal
Speaking as someone who had an install 1.5 weeks ago in western Connecticut (after an extra two week delay due to the first installer arriving with an antiquated HD box w/o a DVI or HDMI port and falsely claiming that the company didn't provide anything else), I can say that they still are not meeting their install windows here. The guy showed up 50 minutes past the agreed 4 hour install window and claimed that his supervisor had called me 3 hours earlier to inform me about the delay (the phone never rang). At the end of the window timeframe, I called customer support and was informed that only a supervisor had the ability to check on the whereabouts of the installer. After being on hold for that supervisor for 35 minutes, I hung up and called back to figure out what the delay was. A Tier 1 tech then tried to convince me that 35+ minutes on hold was not unreasonable and that I should have just kept waiting.
There is still loads of work that needs to be done to make this a slightly customer friendly company. I will admit that the first retention agent who called me to find out why I declined by first install was very knowledgeable and helpful. The second one who called me this past weekend was not as she seemed to think that I still had not had a successful installation a week after I had finally achieved service. Hopefully the CEO will meet or talk with people who had experiences like mine to help him know how insanely screwed up his company really is at times. |
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72276539
Premium
join:2001-01-19
Atlanta, GA
| reply to moonpuppy
Re: Unfortunately, this won't last long.
said by moonpuppy :The CEO can increase staff all he wants but when the CFO comes back and tells him profits are shrinking because they spent too much on customer service, things will go back to the way it was before. While I appreciate his efforts, it will not last long. Seen this too many times before. What frackin profits? Please read a bit more next time, you'll find out the company is riddled with debt... they will not be turning a profit anytime soon.
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RIP Dimebag- August 20, 1966 to December 8th, 2004. |
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morbo
Complete Your Transaction
join:2002-01-22
00000
clubs: | very debt ridden. although, i think in 5 years they will be much better off. |
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dslhater
Premium
join:2001-09-24
Chicopee, MA
clubs:
| reply to jarablue
Re: It's a start
At least they work for their "cheebah" Maybe the contractor was in a ghetto neighborhood and felt comfortable enough to ask if they had any. I doubt the contractor was asking Jane Doe Soccer mom if she had any "cheebah" laying around her house. 
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dream your dreams with open eyes and make them come true... |
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markopoleo
join:2003-04-02
Bonne Terre, MO
·Charter Pipeline
| reply to morbo
Re: Unfortunately, this won't last long.
said by morbo :very debt ridden. although, i think in 5 years they will be much better off. They are already better off than last year, they shaved 1.6billion off the 20billion in debt. Pretty big increase considering year before it was less than 100million. lol |
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DHRacer
Fire Survivor
join:2000-10-10
Lake Arrowhead, CA
·Charter Pipeline
·Verizon west (ex G..
| reply to Qixotl
Re: Charter seems decent in SoCal
The differences between west coast and east coast expereinces with Charter almost seems like it's two totally different companies both using the same name. At least generally. I know there's some unhappy campers on the West Coast, too. But it seems like east coast expereinces are generally worse.
Good luck with Charter. I myself am happy that it has not been as bad as I had feared it might be. I didn't want to go with Cable but when I moved it was my only service provider after being a DSL customer for 7 years.
--
"No one will believe you solved this problem in one day! We've been working on it for months. Now, go act busy for a few weeks and I'll let you know when it's time to tell them." (R&D Supervisor, Minnesota Mining & Manufacturing /3M Corp.) |
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fiberguy
My views are my own.
Premium
join:2005-05-20
| reply to ender7074
Re: Full of BS
... and don't forget with keeping all of that here, for a little guy, they'd have to raise rates WAY beyond what most Americans would be willing to pay..
.. don't forget that!!! ..don't forget that!!!
The landscape that makes up communications is not something for the arm chair quarterback. It's fierce out there, and takes a VERY fine tuned person to run. It's very easy to sit back and criticize these people but here's what they are faced with:
(applies to all com companies)
They have to offer a quality product
Make the customer happy
Make the investor/stock holder happy
Run a quality system
Pay employees fairly with good benefits.
Operate with in their budgets.
Keep up with the changes of tech and demands of customers.
Ward off the wolves (other providers) from their pack of sheep.
All of this while being in the scale of their operation. Why does anyone thing the mega mergers of the late 90's/2000's happened? It put companies in a cash position to be able to be a better competitor. Cable, for example, if they stayed as fragmented as they were with all the little guys trying to do it alone, you'd still be running on 256kbps cable modems, if even. Telephone would also still be a faint dream in the eyes of most providers and you'd still just have digital cable, not ADS and no VOD.
The mergers, as bad as some people see them, are what got the providers where they are today. The same is to be said about telephone.
Now, in my eyes, that they have got their networks built up, do we hope to see them broken up again? What would that do? Put us back to the 90's again? Would they be able to afford the next round of upgrades or would we sit put again? Does anyone thing Verizon would be able to offer FiOS today if they didn't buy up in strength with all of of their mergers? Doubt it.
Like I said.. it's not something to arm chair and it's never going to please everyone simultaneously because there will always be harsh critics.
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"Complaining is the least path of resistance for the self-serving, the lazy, and I’m told it’s a woman’s prerogative..." |
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