: Charter has confirmed they're not only killing off all online social media help, but they're pulling their technicians from our private, direct forum, where countless Broadband Reports readers have gotten additional private assistance above and beyond Charter's traditional (and traditionally very poorly ranked) tech support
. A source tells Broadband Reports
that Charter will be doing away with the company's entire social media department (offering Twitter, Facebook and online forum support) as part of broader efforts to cut costs.
According to the insider, company executives took social media employees into a conference room last Monday and informed them that they could either migrate to Charter phone support -- or leave the company starting January 1. Both of the departments supposedly being axed
currently reside in Charter's Town and Country, Missouri offices.
"Management is keeping it a secret but that isn't fair to our customers," says the source. "I've seen the good work our guys do in your forums and it's not fair to them either." Charter is one of numerous ISPs who offer direct, private support in our forums, and has done so since 2009
"These decisions have come down from our new "leadership" team," says the source, referring to the management put in place by former Cablevision COO Tom Rutledge, who became Charter CEO last year
. "There is also talk that we will be severely scaling down our corportate level support," the individual tells Broadband Reports
Neither Charter public relations or the head of their Twitter and social media presence responded to phone calls or e-mailed requests for comment.
The rumored severing of the company's social media support presence is a curious one, given the benefits subscribers have seen from a relatively inexpensive and more human approach to customer support. The use of Twitter to shore up lagging cable customer satisfaction rankings was a popular story over the last several years, with customers enjoying the ability to occasionally plow through the red tape, awful hold music and dysfunction traditionally associated with cable technical support.Update
: Charter's Social Media Manager Eric Ketzer has confirmed the move and gave me this response to my inquiry:
Charter will no longer have a customer care team tasked specifically with resolving matters raised on social media. Other jobs are available for all of us within Charter, so that is great. Over the course of the last several years, Charter has undertaken significant companywide efforts to enhance the service we provide customers. We communicate with thousands of customers each day on the phone and in person, and that’s where we’ll focus our efforts.
: We've also confirmed that Charter Communications will be pulling their support folk from our Broadband Reports direct forums
, where users can get private, one on one help from Charter tech support.