Charter Offers New Service Guarantees
$20 Credits for Outages, Missed Appointment Windows
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":
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.