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cryptic1911

join:2010-01-24
Willimantic, CT
reply to CharterJosh

Re: Social Media/Charter Direct forum Shutdown

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 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

zed260
Premium
join:2011-11-11
Cleveland, TN
Reviews:
·Charter
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

vickbmx

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

zed260
Premium
join:2011-11-11
Cleveland, TN
Reviews:
·Charter
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

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.

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.

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!

titans58

join:2013-04-12
reply to CharterJosh
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.
Expand your moderator at work

DarkMeister

join:2010-02-08
Saint Louis, MO
reply to CharterJosh

Re: Social Media/Charter Direct forum Shutdown

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.


gothelp

@charter.com
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.

NorCal John

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

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

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