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Charter Offers New Service Guarantees
$20 Credits for Outages, Missed Appointment Windows
by Karl Bode 12:39PM Monday Mar 12 2012
Charter Communications today announced that they're offering the company's subscribers a new "ALL IN Customer Guarantee" that is intended to "assure customers that the company will deliver what it says it will, backed with firm financial commitments." Charter now says they'll offer customers a $20 credit if the company misses an appointment window and/or doesn't resolve a complaint on the first visit. Charter says they'll also now be issuing $20 credits if a customer is without service for 24 hours (but only if you ask).

There's a little fine print on several of the guarantees you can find here. For example here's the portion that addresses the company's 24 hour credit clause, which won't be applied for "acts of nature":
quote:
To receive a $20 credit: customer must call Charter to report the service interruption to initiate issue documentation; the service interruption time starts from the time it was reported to Charter; must be total service interruption of affected service for more than 24 hours; and customer must request the credit.

Acts of nature, intermittent and partial service outages, outages less than 24 hours, and customer deferral of available appointment within 24 hours are outside of the Reliability Guarantee and are not eligible for this credit. Charter Phone customers in IL, MN, NV, NY, TX, VA, VT and WI who experience an outage that exceeds 24 hours will receive an automatic credit (varies by state) for the outage time period on customer's next available bill statement.
"Put simply, we're putting our money where our mouth is and holding ourselves accountable to deliver the best customer experience," said John Birrer, Senior Vice President, Customer Experience.

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King P
Don't blame me. I voted for Ron Paul
Premium
join:2004-11-17
Murfreesboro, TN

Wow...

I guess it won't be too long till they are bankrupt again. *badonk tsssssh*

Thanks folks, I'm here all week.
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zed260
Premium
join:2011-11-11
Cleveland, TN
Reviews:
·Charter

Re: Wow...

said by King P:

I guess it won't be too long till they are bankrupt again. *badonk tsssssh*

Thanks folks, I'm here all week.

they already pay more now in intrest payments then pre bankruptcy
bdnhsv

join:2012-01-20
Huntsville, AL
This sounds like another hollow promise from Charter. It appears they are just trying to generate some buzz from hopefully getting positive soundbites. If they really wanted to gain more customers then they would stop raising their rates (and even roll some of them back), and actually provide good customer service on a consistent basis. They're down to about 30% market share in the areas they serve and I'd suspect they are starting to see what's over the edge of the cliff they have been approaching.

AuraReturn
Premium
join:2003-08-18
USA
said by King P:

I guess it won't be too long till they are bankrupt again. *badonk tsssssh*

Thanks folks, I'm here all week.

Ok. That made me chuckle a bit.

morbo
Complete Your Transaction

join:2002-01-22
00000
Reviews:
·Charter

$20 for missed appointment windows is not new

The $20 credit for missed appointment windows is not really new. When I had service installed years ago, the appointment window was missed 2 or 3 times. Each time I called to complain because I have more to do than wait around all day for a cable installation. I was credited each time.

AMDUSER
Premium
join:2003-05-28
Earth,
kudos:1
Reviews:
·AT&T U-Verse
·Time Warner Cable

Re: $20 for missed appointment windows is not new

Charter had that back in 2005 or so.. I called them up after the cable guy did not show up on time.. [They did credit the account.. about 5-10 minutes after calling- the tech showed up.]
..Of course it was an employee or sub-contractor by the name of Broadband Solutions Inc. [They may have had to eat the cost of the install..]
zed260
Premium
join:2011-11-11
Cleveland, TN
Reviews:
·Charter

Re: $20 for missed appointment windows is not new

said by AMDUSER:

Charter had that back in 2005 or so.. I called them up after the cable guy did not show up on time.. [They did credit the account.. about 5-10 minutes after calling- the tech showed up.]
..Of course it was an employee or sub-contractor by the name of Broadband Solutions Inc. [They may have had to eat the cost of the install..]

i was told 70 percent of installs are done by sub contractors (even on bussnuss customer installs)

AuraReturn
Premium
join:2003-08-18
USA
said by morbo:

The $20 credit for missed appointment windows is not really new. When I had service installed years ago, the appointment window was missed 2 or 3 times. Each time I called to complain because I have more to do than wait around all day for a cable installation. I was credited each time.

At least it's probably easier to get that credit now?
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morbo
Complete Your Transaction

join:2002-01-22
00000

Re: $20 for missed appointment windows is not new

Agreed. Advertising it is a step in the right direction.

FFH
Premium
join:2002-03-03
Tavistock NJ
kudos:5

Too many exceptions

This clause would deny a credit to many of the problems with cable service:
quote:
intermittent and partial service outages
Meaning you could be missing dozens of channels for weeks and not get a credit. Or have your cable go out for a few hours every day for weeks and not get a credit.

FutureMon
Ach Du Lieber
Premium,ExMod 2002-05
join:2000-10-05
Seaside, CA
Reviews:
·Suddenlink

Missed Appointments?

At least in my area, it is their standard practice that after you've called and scheduled an on-site visit, their computer system will "robo-call" you at some point prior to the appointment and request that you confirm the appointment.

If you do not confirm this appointment, your appointment gets automatically cancelled!

This happened to me once; the support tech put in the wrong callback number for me, so when they didn't show up for their appointment time, I called back in and the rep said "we called you like 3 times to confirm the appointment and you never answered your phone, so the appointment was cancelled" (and I was charged $35) I looked at my phone and saw no such attempts to call me.

Needless to say I asked them to tell me what number they called and when they read it back it was clear that they had called the wrong number over and over again. So I got a reschedule and a $35 credit (and a wasted afternoon the day they were supposed to show up).

- FM
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@myvzw.com

It's a step in the right direction...

and better than most companies that would tell you to go stuff yourself if you sat around all day waiting for their tech to show up.
tmc8080

join:2004-04-24
Brooklyn, NY

$$

how about $20 each time your cablemodem service which is 15, 30, or 50 megabits throttles down to 1/3rd or less of your tier?

bobo2k

@charter.com

You can't call them if your cable is out!!!

It says the 24 hours doesn't start until you call them. We just had a 24-hour outage in Oregon, and the phone and internet were both down, so no way to call or email them. Of course, "acts of nature" aren't covered anyway.