Clearly Charter... ..doesn't realize that the social media team provided the best customer service Charter ever offered...with the exception of the Escalations department. Everyone is going to really need to know that 314-965-0555 number from here on out because the monkey's that read from the scripts in telephone support won't be of any real help.
Nice move Charter.... NOT.
Anyone under 50 years old prefers chat, social media, email, etc over waiting on hold forever to talk to some slob who knows nothing. I would much rather fire off a message in the Direct forum or Twitter and go about my life, and wait for a response. Waiting on hold forever to get someone who cannot help at all is so 1990's.
For a company who supposedly knows technology, they have a bunch of old fart bean counters who are taking the company backwards and making dumb decisions.
reply to megarock
Thank you for posting the escalations number. I know I will be needing it since telephone support is NOT helpful at all. The knowledgeable, friendly and all-around wonderful "Social Media" representatives in the CharterDirect forum have been amazing and made my 3 Cable Card activations painless. If it wasn't for them, I would have given up and simply switched to DirecTV and AT&T DSL. Tom Rutledge is a flippin' idiot who just "Doesn't get it."
The executives must really believe Abby and the gang sit around and surf Twitter, Facebook and other sites all day long. Nope, they sure aren't! They are helping the many of us who cannot get good, proficient support from anywhere else. If anything, DUMP telephone support and go strictly Social Media. Tom Rutledge, you are making a serious mistake!
reply to scott2020
Heck I'm 64 and the phone line support is a last resort for me. A quick chat on-line with someone who can make things happen without telling me to recycle my modem and PC, check all my connections and wiring(again) is what I'm looking for. If I can't resolve it by research (read the directions first technique) ,on-line at ISP support site resources or a quick on-line chat with empowered people, a phone call to a script monkey isn't going to help.
The "For 99.00 we'll dispatch a technician to your home tomorrow between 8:00 AM and 5:00 PM o fix your issue" is NOT an answer.
reply to bshelly
I'll be honest here...I have NEVER had a problem solved using phone support except reactivating a modem or paying my bill. The script readers are useless in any real technical issues and I end up wasting a half hour or more being asked the same questions over and over again. Ok, let's start by turning your computer and modem off for a minute...... Ok, turn your computer back on...turn your modem back on... wait for it to light up... is your internet working now? Are you sure it's not your computer? Are you sure it's not your internet browser? Do you have another computer you can test from? Ok, let me run a few tests.....I'm sorry, I don't see anything wrong....(got told this one time with the modem completely unsynced)... ok, looks like we are going to have to schedule a tech to come out...three tech visits later the problem is still going on....guess we will have to send out a senior tech...ok, two more techs, another senior tech... oh, hey...maybe it has something to do with the wire up the road that got chopped into three weeks ago....yeah, we will fix that sooner or later but if the problem is still there in a week call back. A week later I call back and have to start the whole thing over again.
And you think the social media folks aren't worth keeping around? There is a record of everything done, the same person deals with it from start to finish and I get things fixed in days, not months.
If Charter wants to save money FIRE THE CEO.
reply to scott2020
yup I do everything on with support on twitter for everything I do't want to talk to someone who that reads from a piece of paper and is clueless and can be halfway around the world.