http://www.dslreports.com/forum/r16065768 en Tue, 08 Dec 2009 17:19:54 EDT Tue, 08 Dec 2009 17:19:54 EDT http://www.dslreports.com/forum/remark,16127959 anon : As a former employee, I'd tend to agree. The party line was that we did pretty much everything we could to assure one call resolution.

I had customer's three wayed with Dell and Microsoft at times and 99% of the time, we were able to take Dell and MS to task over issues they caused and did not want to own up to and just blamed on the ISP.

However over the past year, Charter has made some deplorable decisions, especially in regards to their Sales and Service initiative, which seeks more to sell you something than to fix your problem.

Charter has lost 70-150 techs (people like myself that could actually walk you through the router you bought better than the company that made it) because of this initiative and because our techs did not want to risk screwing the customers over to make a buck. These people walked rather than be forced to screw over a customer.

That said, Charter has been scrambling and still is to the point of hiring mostly temps (from the info I have, spartan that it may be now) to fill the seats and they mostly come from sales backgrounds. Most of the remaining few technicians worth a salt are disgusted at what they've been relegated to.

In the call centers, we have the equipment (or did), we had the tools, but the company was too busy changing things, that they changed things that worked into things that didn't and kept alot of the bad stuff. The problem guys, its not in the people helping you on the phone. Its in the links on the network, its in the kma's out in the field (they don't answer to a heirarchy you know, they're independent mostly still). The problem, I hate to say, is literally in your area's in your towns.

If you really want to make a difference, stop in to city council and have them make an inquiry of the local charter office, make sure that the field installers are all certified and management is up to snuff.

There's a lot of good field installers, but it only takes one screwy one to mess up an image.]]> http://www.dslreports.com/forum/remark,16127959 Fri, 19 May 2006 02:38:44 EDT http://www.dslreports.com/forum/remark,16065768 plumcrazy : you know people tend to complain more than they like to give a compliant. as far as charter yes they have major issues csr are the major part of the bad name charter gets. the techs are pretty good they lack tools and equiptment to trouble shoot but that is charters fault not the techs fault. what i don't understand is how people complain about issues that are beyond charters control for example... if your house is not newer than 10 years old chances are your house has rg-59 cable and with newer offers such as dvr hd tv cable modems you need rg-6 cable in your house. now charter did not wire your house your builder did and he is going to get the cheapest wire to cut his cost all splitters and cable wiring from radio shack best buy people purchase and put in there homes is not the best material to use. charter is not responsable for your wiring in your home that is your property. as technogly changes so does the need to update your wiring. charter provides a service to your house and after it gets to your house the wiring should be replace at your cost if its not up to date and understand you cannot always replace what is in your home due to the wiring being ran before your house was finished walls ceilings etc.
charter for the most part will run all those wires and not charge you and they offer inside wire maintence to cover the cost so your not paying an hourly rate. if you set a service call charter does not have a truck roll fee to show up at your door like other phone or satelitte companys do. as far as people saying charter modems are junk they have same modem you can walk in and buy your best buy or circuit city they many brands they issue just like the store do. i am not here to knock on any of you but i think before we all rip on charter services you should see what a service charge would be for a repair tech for at&t would charge to knock on your door before he even works on your problem. that is the biggest reason charter is going broke and never has a profit they would rather give you free labor and materials. gas prices cable and phone wire are not cheap not to mention paying a employee an hourly rate to be at your house to replace bad wiring
]]> http://www.dslreports.com/forum/remark,16065768 Tue, 09 May 2006 23:42:57 EDT