Reviews:
 ·Charter
1 edit | Not, a smart move, but definately a wall street move. This, if true will blow up in their face something fierce. In my recent issues, the guys here, are the singular reason, that it got fixed. Woe be unto charter if they axe these guys, Folks like me, are just going to have to start making repeated complaints to multiple government agencies to get the fire under charter. This to me, is just inviting more problems. Instead of axing them, expand them, give them more staff, they're doing more good than you'd think.
EDIT: I was right a "cost cutting move" its going to cost them much more than they're going to save in the end. |
|
|
|
| said by grimalkin74:This, if true will blow up in their face something fierce. In my recent issues, the guys here, are the singular reason, that it got fixed. Woe be unto charter if they axe these guys, Folks like me, are just going to have to start making repeated complaints to multiple government agencies to get the fire under charter. This to me, is just inviting more problems. Instead of axing them, expand them, give them more staff, they're doing more good than you'd think.
I wouldn't say it is a wall street move. Social media is the increasingly popular way to seek support and is one of the furthest reaching methods. Using something like Twitter can reach thousands of people at a time, which could make it one of the cheapest support methods. This is just a poor management move. |
|
 RobIn Deo speramus.Premium
join:2001-08-25
Kendall, FL
kudos:3 | reply to grimalkin74
said by grimalkin74:This, if true will blow up in their face something fierce. In my recent issues, the guys here, are the singular reason, that it got fixed. Woe be unto charter if they axe these guys, Folks like me, are just going to have to start making repeated complaints to multiple government agencies to get the fire under charter. This to me, is just inviting more problems. Instead of axing them, expand them, give them more staff, they're doing more good than you'd think.
Did the social media people fix your problems, or did they find the right person who could?
--
CheckSite.us | YourIP.us | Reverseip.us |
|
| reply to silbaco
It's short-sighted and very anti-growth. Who *are* they trying to cozy up to with these cuts?
Facebook and Twitter customer support have been more than helpful when it comes to questions, ordering challenges, encouraging local broadband expansion, etc. I've received personal assistance from Home Depot, Sam's Club (two smoked turkeys), Frontier, Verizon Wireless, Soda Stream, and so on using those two mediums. When the problem is resolved I try to post positive feedback to 1) show others it can be done and 2) justify the company investment in their social media outreach.
It's this kind of anti-customer shutdown that should make subscribers worry about price hikes and "because we can" fees. |
|
Reviews:
 ·VOIPo
·Callcentric
| reply to Rob
Charter Direct on this board offered me many great deals and solved several issues for me. I felt like it was me and Charter one-on-one getting problems solved. No waiting forever on the phone to get some slob reading a script and knows nothing about fixing things. I am a Charter telephone customer only because of the service I received here. Talk about a stupid move, taking a huge leap backwards on this.
--
+++ATH0 |
|
KearnstdElf WizardPremium
join:2002-01-22
Mullica Hill, NJ | reply to grimalkin74
Wallstreet and bean counters think in strange ways.
Citigroup is going to fire 11,000 people...
their stock went up 7% on the announcement. Yes that is right, to wallstreet more people on unemployment is good.
--
[65 Arcanist]Filan(High Elf) Zone: Broadband Reports |
|
Reviews:
·Charter
| said by Kearnstd:Wallstreet and bean counters think in strange ways.
Citigroup is going to fire 11,000 people...
their stock went up 7% on the announcement. Yes that is right, to wallstreet more people on unemployment is good.
Because to wall street, it means less paid out in wages and benefits, and more lining their pockets quicker. Wall street used to think long term, and now they only have short sighted goals, with intentions of making unrealistic profits by any means necessary, including punching their own customers in the face. This move flies in the face of all the progress they have made in the last 2 years, and shows that Tom Rutledge has no idea how to do anything except pay himself more and get his investors more. Tom Rutledge does not give a single fuck about the customer, and we as customers need to show him how displeased we are about the move. |
|
| reply to silbaco
said by silbaco:Social media is the increasingly popular way to seek support and is one of the furthest reaching methods.
Actually, that's not true. It's popular with kiddies, but it's very unpopular with adults. And the biggest problem adults have with it is the way everybody gets on there and shrieks but doesn't listen. It's like herding cats ...
How many "me too" posts does the world need? It's the freaking tower of Babel. |
|
| reply to Rob
a bit of both I think. I know in one case, the person here, was the reason that I ended up dealing with the Maintenance supervisor in the area. |
|
| reply to goalieskates
+1
I could not resist.  |
|
| reply to goalieskates
Actually, that's a ridiculous stereotype, believe it or not we adults are a pretty large demographic, and you don't speak for all of us. 
I love social media for support. I've been a Charter customer for years (mostly because there is no comparable competing service available yet), and I've had to deal with phone support many times.
I have to say that my dealings with their social team were always much better. They resolved my issues quickly, whereas phone support once sent a technician out a week after we called. Yes, the guy was one week late for the appointment the Charter rep set up for us, and if that's not bad enough, if it had been the right day, he was also an hour late.
Charter's social team was even able to help me resolve issues where the phone support guys just flat out said "There's nothing I can do to help you." And it didn't involve any extra convincing on my part. I just went there, let them know what the problem was, and I had a solution within the hour.
I'm very disappointed in this move. The social team at Charter was one place where something good was happening at that company. |
|
| reply to Boilermaker
Me Too |
|
 skeechanAi OtsukaholicPremium
join:2012-01-26
AA169|170
kudos:2 | reply to grimalkin74
It's not a Wall St. move, it's a stupid move. The Wall St. move is to keep the subscribers you have and this was a dirt cheap way to do it; not lose them and end up having to spend $300 each to obtain new ones. |
|
| reply to silbaco
said by silbaco:I wouldn't say it is a wall street move.
Yeah, it is. Wall St., like most of the rest of corporate America, is dominated by bean counters. Bean counters have zero imagination. (Except those with imaginative ways to... ah... *cough* "tweak" numbers.) Why do you think American business has become so exceptionally bland?
Yup, this is a remarkably short-sighted move on Charter's part. But it's typical for a typical modern American business. This month's, this quarter's, this year's bottom line is all that matters. It shows in the lack-of-quality in American goods and services.
Jim |
|
 JRW2R.I.P. Mom, Brian, Ziggy, Max and Zen.Premium
join:2004-12-20
La La Land
kudos:5
·Optimum Online
| reply to mmainprize
Me three.. 
--
Politics is a disease, we need a cure!
In constant search for intelligent life on Earth! |
|
Reviews:
 ·AT&T U-Verse
| reply to grimalkin74
Social media is overrated. Seriously. Companies go on Facebook & Twitter because it's "cool". But cool goes only so far for the bottom line.
It's a great marketing tool and definitely keeps a company's name in front of customers, but when used to resolve problems it can backfire in the sense that a significant number of Facebook followers are only there because they are pissed off about something. It's not good marketing to have angry customers putting their gripes on a public forum for all to see.
And of course money matters. When you have a dedicated team that spends an disproportional amount of time helping a limited number of customers vs. a call center rep who can take dozens of calls per day, a decision has to be made.
If companies would clean up their processes and give the customer a good experience to begin with there would be no need for these gimmicks. |
|
1 edit | said by mocycler:Social media is overrated. Seriously. Companies go on Facebook & Twitter because it's "cool". But cool goes only so far for the bottom line.
It's a great marketing tool and definitely keeps a company's name in front of customers, but when used to resolve problems it can backfire in the sense that a significant number of Facebook followers are only there because they are pissed off about something. It's not good marketing to have angry customers putting their gripes on a public forum for all to see.
And of course money matters. When you have a dedicated team that spends an disproportional amount of time helping a limited number of customers vs. a call center rep who can take dozens of calls per day, a decision has to be made.
If companies would clean up their processes and give the customer a good experience to begin with there would be no need for these gimmicks.
No need for these gimmicks ?
Well maybe no need for Twitter But the Forum here would follow through on the issue until it was fixed, and if it was a customer, that just liked to bitch, then they would end up doing that in private.
So now what, back to you call in and if 50 other's in your area don't also call in then the call center don't think it is a real problem!
So the Customer with bad functioning Internet or Cable TV has to live with the bad service at the full price for what he fells is not working right.
The service center tech will service 12 people a day and be lucky to really fix 2 of them, the rest all still have issues to call again un-tell they give up.
I know what they think, we will send someone out to the house, and if it is not a charter problem then you pay a service FEE. The forum did not get a service FEE. Hmmm could that be it.
So you pay for service but you help pay to fix/maintain it also, that is not in the $500 Internet price just like the modem is not in that price anymore. |
|
