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System
reply to CharterJosh
This topic has been closed. Reason: run its course

System
reply to CharterJosh
This topic has been un-stickied by skj See Profile

NorCal John

join:2006-02-18
Crescent City, CA
reply to CharterJosh

Re: Social Media/Charter Direct forum Shutdown

I like most others here will miss the information and support you all provided. Thank You!

After months of problems I lucked out, sort of. A tech was here and experienced first hand the problems I was having and referred my case over to a system tech. Problem got fixed that dad and since I've had very good reliability with only occasional short outages.

What will the future bring?

Best wishes to all you Charter folk in social media.


gothelp

@charter.com
reply to DarkMeister
apologies for the necropost, but this is something I think might be helpful.

tl;dr version: had an issue that the classic Charter Direct forum would have solved in minutes and it took me almost 18 months. Many many visits, calls, engineers, lies, etc. later and I sent a blast email to around 120 charter.com employees that appeared to be of upper and executive management. Was assigned a "case specialist" who was very much like our long lost Charter employees here and my problem was corrected in 3 days with a new node for just me (for a little while anyway). I was very respectful, deferential, complimentary, and downright defeated in my email. It got results.

I spent the better part of 2012 and most of this year with an intermittent and horrible connectivity issue. Many, many phone calls. Replacement of all equipment and wiring from distribution point in backyard, including modem, router, all network cables. Many, many (more than 10) visits from technicians who assured they would "escalate a trouble ticket" blah blah. 6 months of line monitoring data showing my speeds go from 80-90Mbps pretty steady from 9 am to 6pm and then go through cycles of dropping to 2-6 Mbps for 2 - 3 hours, be ok for 15 to 20 minutes, then slow again. Connection would die 3 - 4 times per week usually between 2 and 5 am and usually the week.

None of this caused an "engineer" to stay in the field past 7pm to monitor my line, the neighborhood, etc. It did start early once and the engineer described some noise that as he put it was "surging through the whole network in waves and would spike every device". Said he would be back with another piece of hardware, and talk to the other guys. Never saw him again, my account never reflected an issue found.

Finally got fed up with the entire thing and used several sources and tools to pull together every charter.com email address I could find. I won't respond to requests for the list but I didn't use anything you don't have access to for compiling my list. I ended up with around 160 email addresses. I sent them all the same email on a carbon copy so they could all see the recipient list. I got 30-40 bounces back which still left me with 120 good emails. Each 24 hour period that passed meant a reply from me to the email with the statement "17 months, 15 days, 3 hours (+24 more) since my first call to customer support and my connection still behaves as shown in the 6 months of line monitoring data attached to my original email."

I followed up with that every day for 4 days and finally got a reply from someone in North Carolina (I am in Missouri). I got a call from a "case specialist" whose number is now in my phone and I was instructed to call whenever I was unable to get remedy through standard support. 3 days after my first conversation with "Dave" I was moved to a new node by myself and have been running around 110Mbps max (infrequent but still), never lower than 85Mbps since.

DarkMeister

join:2010-02-08
Saint Louis, MO
reply to CharterJosh
Not like anyone higher up at charter will read this or even care, but I'll throw in my 2 cents too.

Like others have stated, the charter direct forums were at one point my only way to get in touch with someone that seemed like they knew what they were doing. Calling on the phone is useless, they always "send a signal" to the modem which does nothing. I used to work for charter back in the day, glad I do not now and will be shooting around for a different Internet company that actually wants to help their customers instead of lining their own pockets. You were actually doing good with the direct forum. I guess fixing actual problems was too much work for upper management. Oh well, back to the good old BBB when I have problems they would take fix again.
Expand your moderator at work

titans58

join:2013-04-12
reply to CharterJosh

Re: Social Media/Charter Direct forum Shutdown

I am one that got so much done from UMatter people that I for months couldnt get by a phone call to customer service. I hadnt been on the forums in such a long time and when I couldnt find them anymore due to losing all my browser favorites I had to look it up and wasnt sure if this was the place but it is because ya moved. I see a company failing big time. I am sorry but when they take away the very things that were actually helping customers I see a big failure in a company. I would be on the Umatter page and I guess because it looked bad to Charter they even stopped anyone from seeing any ones comments. I think the customers speak volumes and the support help we use to get and now we dont makes people really rethink who they use as there cable/phone/internet provider. I know it has me.

bruintennis

join:2012-08-06
Monterey Park, CA
reply to CharterJosh
I think this was a terrible idea. I had some issues with Charter and only the Social Media customer support was able to help. I'm sorry to see them go. They were very responsive and did what they said they would do. Great customer service!

Cinobyte
Premium
join:2003-01-02
Black Mountain, NC
reply to vickbmx
Actually i contacted that list of emails and got a response. They thanked me for praising direct support but that's about it.

pvols1979

join:2005-10-19
Prattville, AL
reply to CharterJosh
Actually, I liked it better before the formal process. I did not like how they quarantined the answers for people that they helped from the rest of the forum. I liked it better when miscellaneous Charter techs were lurking in the shadows and would assist people. That was real customer service. There were no scripts and people were just helping customers to be nice, not because it was their job. My 2 cents.

zed260
Premium
join:2011-11-11
Cleveland, TN
Reviews:
·Charter
reply to vickbmx
said by vickbmx:

Sorry Zed. Thats not going to do anything.

true but it will get a big email flood and its most you can do without canceling in droves

vickbmx

join:2004-07-06
85142
reply to zed260
Sorry Zed. Thats not going to do anything.

zed260
Premium
join:2011-11-11
Cleveland, TN
Reviews:
·Charter
reply to gzt7d8
said by gzt7d8:

Well, we can't change anything but we can let the management at the Charter HQ know our feelings.

Does anyone have a good email address that we can express our feelings on the issue?

Thanks,
Greg

»consumerist.com/2008/09/11/send-···an-eecb/
not all of them work at charter still but enough do that it will create a big bomb tell me if they repley


gzt7d8
Aliens live amongst us
Premium
join:2001-07-13
Swartz Creek, MI
Reviews:
·Charter
reply to CharterJosh
Well, we can't change anything but we can let the management at the Charter HQ know our feelings.

Does anyone have a good email address that we can express our feelings on the issue?

Thanks,
Greg
--
"It's not the strongest of the species that survive, nor the most intelligent, but the one most responsive to change."
Charles Darwin

cryptic1911

join:2010-01-24
Willimantic, CT
reply to CharterJosh
What the hell? This is a terribly bad management mistake.. I really loved the direct online support. I could drop my issue in, and get a response fairly quickly, with no fuss, no dealing with sitting on hold for an hour, and then talking to Ackbar over in Mumbai

This was a great support channel leave it to bumbling upper management to toss it in the shitter for no good reason!


gzt7d8
Aliens live amongst us
Premium
join:2001-07-13
Swartz Creek, MI
Reviews:
·Charter
reply to siech0

Re: Social Media Shutdown

said by siech0:

They had their own support forum, and they shut that down too. Looks like they want everyone to call in now.

Nobody wins now, I have had great success posting here or in the Charter Direct site. I dread the day I have to call and talk to someone. I always feel like I have to defend myself when I talk to someone at that other end of the phone.

Thanks to all the Charter folks who made this successful, we'll definitely miss you.

Greg
--
"It's not the strongest of the species that survive, nor the most intelligent, but the one most responsive to change."
Charles Darwin

siech0

join:2001-03-20
Warrensburg, MO
reply to clindner
They had their own support forum, and they shut that down too. Looks like they want everyone to call in now.

stlpaul

join:2006-11-15
Saint Louis, MO
reply to CharterJosh
Thanks to the Charter Direct team members who have helped me a few times over the years. Whenever I heard anyone complaining about horrible Charter support, I always directed them to you so they could get their problems solved and questions answered properly. Good luck in your future roles.

clindner

join:2001-01-21
Lawrenceville, GA
reply to CharterJosh
So does anyone know if they will continue with their own internal support forum, or will we be stuck with having to go through phone support?

form1040

join:2010-10-28
Saint Louis, MO
reply to CharterJosh
During my first month of having Charter service hooked up at my current house, I had a billing problem that 30 minutes on the phone could not resolve.

I was about to just return the equipment and cut my losses had the Social Media folks not been able to solve my problem with a real short email chain.

Since then they've helped me add services and get me on pricing contracts that have gotten more revenue out of my account and helped retain me as a customer.

From the posts here, clearly my experience is not an isolated incident. Good customer service is not a cost center, it helps keep customers happy and can get more money out of them. It's a shame Charter's new management doesn't get that.


skj
Welcome to the far side of reality
Premium,Mod
join:2002-04-04
Gone South
kudos:1

1 recommendation

reply to CharterJosh
Personally, I think it is a big mistake for Charter to remove support here. If you look at posts in the forum pre- and post- Direct forum creation you will see that there were a LOT more Charter complaint posts before the Direct forum. It not only obviously benefited the customer, but also Charter, as a lot of the complaints issues were handled in a way so as to only make Charter look better in terms of what was seen in the public forum. It was a public relations person's dream.

That being said, as the Charter forum moderator, I really appreciate all the work you have done here and the countless Charter customers you have helped at this site. I wish you all the best in your new roles at Charter.

I hope you all have a great holiday season,

skj
--


Reality is the leading cause of stress among those who are in touch with it.--Jane Wagner


WTF Chartard

@charter.com
reply to CharterJosh
Great news Josh. Now Charter can implement the new billing fee as of December 10, 2012 for lack of Charter Direct Forum cancellation fee for a mere $9.99 billed to every existing Charter customer. You guys rock! Great service guys! WE JUST LOVE GETTING LESS FROM CHARTER.

Fibertech72

join:2012-12-08
Worcester, MA
reply to CharterJosh
Hi Josh,

I just want to say thanks to all of you in the Social Media team for the great resources and help that you have provided to me and my friends over the last year and a half. The questions that you helped us answer and technical issues that you resolved would have never been understood when calling the 1-800 number. We tried that road in the past and it was always the same thing, issues just never got resolved.

Since Charter management wants to shut down their Social Media groups then what they need to do is give all of you guys lifetime managment and/or training roles within the company so that when customers call the 800 number their problems are actually understood and if the rep. doesn't know the answer or can't resolve the problem at that time they will either research it or report it to the correct local office for resolution rather than passing it off as the customer doesn't know what they are talking about or saying, "There is an Outage In The Area" when one really does not exist.

Again, thanks for all your help and you guys will be missed along with your great knowledge of the CATV system and it's operation.

Ken


jael

join:2003-04-20
Spartanburg, SC
reply to CharterJosh
Josh,

I was really sorry to hear this. Charter apparently has no idea of the goodwill the social media team built for their company by their helpfulness. I know that, the first time I used the CharterDirect service here, Dylan was able to get a problem fixed in a matter of days where four months of talking to the phone bots had not. Subsequent problems handled here or via Twitter were also fixed in a very short time.

The social media team was the only reason I didn't dump Charter over the problem that the phone bots couldn't fix for four months.

Best wishes for you and the rest of team. It's a dark day for all of us.

Jane

grimalkin74

join:2011-05-31
Morro Bay, CA
Reviews:
·Charter
reply to CharterJosh
Josh,
Please send up the chain that this particular customer, is NOT happy with this decision. My thought is they need to close a call center overseas and bring that money back here and expand your department. I don't want the "consistent" treatment, I want treatment that works. I come here, I get results. I go to the phone, I get the same old crap.

As it is I'm now waiting for a 90.00 charge to be reversed,next month. Since they said it would be. 2 bucks on a cup of coffee, that its not.

jgtyler2000

join:2000-11-18
Trumbull, CT
reply to CharterJosh
Thanks to all the techs in this forum. They helped me a while back with poor performance from a new modem. Phone calls just went in circles. They got involved here and had a truck role, found a couple of bad outside connections and all is fine. Here you are talking to a "Tech" and not a mope reading from a script who has no knowledge of a system.

15444104
Premium
join:2012-06-11

1 recommendation

reply to Last Parade
Josh:

Tom Rutledge and his executive team are clearly being pennywise and pound foolish with this decision to eliminate the Umatter2Charter
team.

I hope that somehow the BoD and Shareholders realize that all the positive things that have occured in the previous number of years and with the previous CEO and executive management team are being undone.

As far as the bottom line....other customers posting here are correct in the most logical sense about how being foolish with how costs are cut in the end social media was not only helping customers that could not resolve problems via phone support, but those customers also seeing positive results would remain paying customers and likely make referrals to their friends, family, and acquaintances regarding Charter.

If you have an avenue to reach the Board of Directors and Shareholders with the viewpoints your customers have posted here PLEASE direct them to view these comments.

I see this situation at Charter much like that of the recent debacle at HP, the possible disaster there was averted there at the last minute ....I hope that the Shareholders and the BoD can stop the insanity of the current CEO and Executive management team before it is too late.


Last Parade

join:2002-10-07
Port Colborne, ON
reply to CharterJosh
I hate it when people say "tasked" seriously.

zed260
Premium
join:2011-11-11
Cleveland, TN
reply to CharterJosh
what will happan will the old local techs be allowed to post again (when umatter2chtr team formed those techs had pretty much a gag order placed on them)


msmisfit

join:2004-09-13
Lawrenceville, GA
kudos:2
reply to CharterJosh
said by CharterJosh:

The good news is there are other jobs available within Charter for all of the Social Media team members.

Monday, December 10, 2012: We will no longer respond to posts that we discover while conducting Charter searches or here in the public Charter board. We will, however, continue to respond to »/forum/charterdirect threads until Saturday, December 15th.

Friday, December 14, 2012 (5pm): The Charter Direct Forum ... will be removed. Charter will continue to have a presence in Social Media spaces via @CharterCom

Monday, December 31, 2012: We will transition to our new roles. If there are any outstanding issues on the 31st, we will refer them to the appropriate departments for follow-up and resolution.

It is a relief to know that your team will not be repaid for the great work you've done, by losing your jobs. If the BOD only knew how much good will you have generated for Charter.

Thanks for the schedule Josh, that's just what we needed. I have a pending issue, that I was hoping could be completed before this closure.

One question, does that "a presence" on Twitter, etc., mean general advertising spots?

Best wishes Josh, to you and all of the Charter support team here. We will REALLY miss you, and that's the understatement of the year!