1 edit | Former Charter Employee I was a CSR at Irwindale, CA for 8 months. Was told to make up any excuses I could to tell the customers, and get them off the phone as quick as I could. I got written up when I tried to help a customer to resolve her connection issue cuz she called several times and the HSI never picked up her call when I transfered her. One time I was stuck in traffic on the 210W due to a BIG accident involving some passenger cars and a trailer truck. I called the supervisor to let him know, he acknowledged and told me not to worry. Next morning in my message box I got a write-up for that. And the retention team was always giving me a hard-time when I transfered calls to them.
Now, Adelphia wasn't any better. So when TimeWarner took over I was excited. But guess what? They're just the same blood-sucking vampires. A lady sales called and offered a special package with Bronze+Basic+HBO+VOD+Sports+digi box for $62, $10 less than when it was still Adelphia. Ordered it, she sent a signal, I powered off/on the box as instructed, waited for 10min, no HBO. She sent another signal, waited another 10min, no HBO. She then told me that she scheduled a tech to come out here to replace the box for me and gave me a conf#, date&time. Well, no one showed. So I called the Service Center, got transfered 4 times, was told that I just need to unplug the power cord, wait 10min, plug it back in and it'll be fine cuz they were working on the nodes. The rep, quickly hung up after I said "Oh ok..". Right, no HBO. Called again, got a recording says "Busy, blah blah..". Called again next day, a rude lady said she'll transfer my call to the Field Operations(wtf you're not CTU!)and guess what? I was on hold for 30min when the call auto-disconnected me. I was thrilled, spent the rest of that night at the firing range.
Seriously...these Cable Companies/ISP's MUST be on a tight leash. |
|
|
|
 okay
@arpdriveonline.com | reply to KrazeDiamond
Re: Former Charter Employee Just wondering. What does the color of the skin of the rep you talked to have anything to do with a complaint or a posting of how your cable company experience went? |
|
| reply to KrazeDiamond
Though I never worked at Charter, I have worked as a CSR at a call center. This does not surprise me at all. The basic mentality is that time is money, the more time you are on the phone the more people have to wait on hold. So get people off the phone no matter what. Doesn't really matter if you lie. If hold times, handle times, and transfer rates are low, management looks good as far as QA is concerned. Apparently the equate those figures to "Good Customer Service". No measurement is actually done on actual customer satisfaction with the quality of information or anything like that. Until there is a standard set for customer service that companies have to meet this is what you'll get. They can apparently legally do it and they will. Glad this stuff is getting more public though........ |
|
 jamez818please hold during the silence
join:2000-09-18
Sunland, CA | reply to okay
Some people love to alienate others based on color or ethnicity. But this is about Charter so I wont digress.
--
just whiners and complainers... |
|
| reply to KrazeDiamond
Well, the ethnicity has nothing to do with the entire issue. But from the accent anyone can tell she was a black lady. And she was rude. If the accent was Asian I would write "Asian lady" or "Chinese lady". Everything I told that black lady she responded with "uh huh.." and was very impatient and rude. I am not discriminating anybody here...so no need to raise your alarm and feel offended. But if it in fact, did, I apologize. I wrote that without thinking, I just know she was rude, and she was black. But now I think about it, maybe I shouldn't have wrote that. My mistake~ |
|
 Vodka2
join:2005-12-20
Sacramento, CA | We won't Imus you... this time. 
Thanks for at least explaining. |
|
| Post edited! |
|
