Source: Charter Doing Away With Entire Social Media Department Employees Told to Switch to Phone Support or Leave Update: 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.
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 Reviews:
 ·Charter
1 edit | Not, a smart move, but definately a wall street move. This, if true will blow up in their face something fierce. In my recent issues, the guys here, are the singular reason, that it got fixed. Woe be unto charter if they axe these guys, Folks like me, are just going to have to start making repeated complaints to multiple government agencies to get the fire under charter. This to me, is just inviting more problems. Instead of axing them, expand them, give them more staff, they're doing more good than you'd think.
EDIT: I was right a "cost cutting move" its going to cost them much more than they're going to save in the end. | |
|  | | | Re: Not, a smart move, but definately a wall street move. said by grimalkin74:This, if true will blow up in their face something fierce. In my recent issues, the guys here, are the singular reason, that it got fixed. Woe be unto charter if they axe these guys, Folks like me, are just going to have to start making repeated complaints to multiple government agencies to get the fire under charter. This to me, is just inviting more problems. Instead of axing them, expand them, give them more staff, they're doing more good than you'd think.
I wouldn't say it is a wall street move. Social media is the increasingly popular way to seek support and is one of the furthest reaching methods. Using something like Twitter can reach thousands of people at a time, which could make it one of the cheapest support methods. This is just a poor management move. | |
| | | | | Re: Not, a smart move, but definately a wall street move. It's short-sighted and very anti-growth. Who *are* they trying to cozy up to with these cuts?
Facebook and Twitter customer support have been more than helpful when it comes to questions, ordering challenges, encouraging local broadband expansion, etc. I've received personal assistance from Home Depot, Sam's Club (two smoked turkeys), Frontier, Verizon Wireless, Soda Stream, and so on using those two mediums. When the problem is resolved I try to post positive feedback to 1) show others it can be done and 2) justify the company investment in their social media outreach.
It's this kind of anti-customer shutdown that should make subscribers worry about price hikes and "because we can" fees. | |
| | | | | said by silbaco:Social media is the increasingly popular way to seek support and is one of the furthest reaching methods.
Actually, that's not true. It's popular with kiddies, but it's very unpopular with adults. And the biggest problem adults have with it is the way everybody gets on there and shrieks but doesn't listen. It's like herding cats ...
How many "me too" posts does the world need? It's the freaking tower of Babel. | |
| | | | | | Re: Not, a smart move, but definately a wall street move. +1
I could not resist.  | |
| | | | | | | Re: Not, a smart move, but definately a wall street move. Me Too | |
| | | | | |  JRW2R.I.P. Mom, Brian, Ziggy, Max and Zen.Premium
join:2004-12-20
La La Land
kudos:5
·Optimum Online
| Re: Not, a smart move, but definately a wall street move. Me three.. 
--
Politics is a disease, we need a cure!
In constant search for intelligent life on Earth! | |
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| | | | | Actually, that's a ridiculous stereotype, believe it or not we adults are a pretty large demographic, and you don't speak for all of us. 
I love social media for support. I've been a Charter customer for years (mostly because there is no comparable competing service available yet), and I've had to deal with phone support many times.
I have to say that my dealings with their social team were always much better. They resolved my issues quickly, whereas phone support once sent a technician out a week after we called. Yes, the guy was one week late for the appointment the Charter rep set up for us, and if that's not bad enough, if it had been the right day, he was also an hour late.
Charter's social team was even able to help me resolve issues where the phone support guys just flat out said "There's nothing I can do to help you." And it didn't involve any extra convincing on my part. I just went there, let them know what the problem was, and I had a solution within the hour.
I'm very disappointed in this move. The social team at Charter was one place where something good was happening at that company. | |
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| | | | said by silbaco:I wouldn't say it is a wall street move.
Yeah, it is. Wall St., like most of the rest of corporate America, is dominated by bean counters. Bean counters have zero imagination. (Except those with imaginative ways to... ah... *cough* "tweak" numbers.) Why do you think American business has become so exceptionally bland?
Yup, this is a remarkably short-sighted move on Charter's part. But it's typical for a typical modern American business. This month's, this quarter's, this year's bottom line is all that matters. It shows in the lack-of-quality in American goods and services.
Jim | |
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|  RobIn Deo speramus.Premium
join:2001-08-25
Kendall, FL
kudos:3 | said by grimalkin74:This, if true will blow up in their face something fierce. In my recent issues, the guys here, are the singular reason, that it got fixed. Woe be unto charter if they axe these guys, Folks like me, are just going to have to start making repeated complaints to multiple government agencies to get the fire under charter. This to me, is just inviting more problems. Instead of axing them, expand them, give them more staff, they're doing more good than you'd think.
Did the social media people fix your problems, or did they find the right person who could?
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CheckSite.us | YourIP.us | Reverseip.us | |
| | | Reviews:
 ·VOIPo
·Callcentric
| Re: Not, a smart move, but definately a wall street move. Charter Direct on this board offered me many great deals and solved several issues for me. I felt like it was me and Charter one-on-one getting problems solved. No waiting forever on the phone to get some slob reading a script and knows nothing about fixing things. I am a Charter telephone customer only because of the service I received here. Talk about a stupid move, taking a huge leap backwards on this.
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+++ATH0 | |
| | | | | a bit of both I think. I know in one case, the person here, was the reason that I ended up dealing with the Maintenance supervisor in the area. | |
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| KearnstdElf WizardPremium
join:2002-01-22
Mullica Hill, NJ | Wallstreet and bean counters think in strange ways.
Citigroup is going to fire 11,000 people...
their stock went up 7% on the announcement. Yes that is right, to wallstreet more people on unemployment is good.
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[65 Arcanist]Filan(High Elf) Zone: Broadband Reports | |
| | | Reviews:
·Charter
| Re: Not, a smart move, but definately a wall street move. said by Kearnstd:Wallstreet and bean counters think in strange ways.
Citigroup is going to fire 11,000 people...
their stock went up 7% on the announcement. Yes that is right, to wallstreet more people on unemployment is good.
Because to wall street, it means less paid out in wages and benefits, and more lining their pockets quicker. Wall street used to think long term, and now they only have short sighted goals, with intentions of making unrealistic profits by any means necessary, including punching their own customers in the face. This move flies in the face of all the progress they have made in the last 2 years, and shows that Tom Rutledge has no idea how to do anything except pay himself more and get his investors more. Tom Rutledge does not give a single fuck about the customer, and we as customers need to show him how displeased we are about the move. | |
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|  skeechanAi OtsukaholicPremium
join:2012-01-26
AA169|170
kudos:2 | It's not a Wall St. move, it's a stupid move. The Wall St. move is to keep the subscribers you have and this was a dirt cheap way to do it; not lose them and end up having to spend $300 each to obtain new ones. | |
| | Reviews:
 ·AT&T U-Verse
| Social media is overrated. Seriously. Companies go on Facebook & Twitter because it's "cool". But cool goes only so far for the bottom line.
It's a great marketing tool and definitely keeps a company's name in front of customers, but when used to resolve problems it can backfire in the sense that a significant number of Facebook followers are only there because they are pissed off about something. It's not good marketing to have angry customers putting their gripes on a public forum for all to see.
And of course money matters. When you have a dedicated team that spends an disproportional amount of time helping a limited number of customers vs. a call center rep who can take dozens of calls per day, a decision has to be made.
If companies would clean up their processes and give the customer a good experience to begin with there would be no need for these gimmicks. | |
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1 edit | Re: Not, a smart move, but definately a wall street move. said by mocycler:Social media is overrated. Seriously. Companies go on Facebook & Twitter because it's "cool". But cool goes only so far for the bottom line.
It's a great marketing tool and definitely keeps a company's name in front of customers, but when used to resolve problems it can backfire in the sense that a significant number of Facebook followers are only there because they are pissed off about something. It's not good marketing to have angry customers putting their gripes on a public forum for all to see.
And of course money matters. When you have a dedicated team that spends an disproportional amount of time helping a limited number of customers vs. a call center rep who can take dozens of calls per day, a decision has to be made.
If companies would clean up their processes and give the customer a good experience to begin with there would be no need for these gimmicks.
No need for these gimmicks ?
Well maybe no need for Twitter But the Forum here would follow through on the issue until it was fixed, and if it was a customer, that just liked to bitch, then they would end up doing that in private.
So now what, back to you call in and if 50 other's in your area don't also call in then the call center don't think it is a real problem!
So the Customer with bad functioning Internet or Cable TV has to live with the bad service at the full price for what he fells is not working right.
The service center tech will service 12 people a day and be lucky to really fix 2 of them, the rest all still have issues to call again un-tell they give up.
I know what they think, we will send someone out to the house, and if it is not a charter problem then you pay a service FEE. The forum did not get a service FEE. Hmmm could that be it.
So you pay for service but you help pay to fix/maintain it also, that is not in the $500 Internet price just like the modem is not in that price anymore. | |
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 ropeguruPremium
join:2001-01-25
Mechanicsville, VA | All comes down to... You can pay India or Philippines support less money and screw over the customer. | |
| | | | Re: All comes down to... Please refrain from the judicious use of the word support. I neither consider nor make valid claim that off shored lackeys with an elementary grasp of the language constitute more than a warm body with an American Name. These individuals offer little to no assistance beyond a prescribed script.
Heck, one day I called Acer to get help and the lady asked me five times in a row How I was doing. When I brought up that I'm fine for the 5th or so time, she lost her place, and proceeded to ask again. Thus, a 30 second resolution (warranty adjustment) with a native English speaker took a good fifteen minutes with this woman.
You get what you pay for Corporate America. | |
| | | ropeguruPremium
join:2001-01-25
Mechanicsville, VA | Re: All comes down to... That is why I had the part about screwing over the customer. | |
| | | | | | Re: All comes down to... Duly Noted | |
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| | bn1221
join:2009-04-29
Cortland, NY Reviews:
·RoadRunner Cable
| But they paid that lady less for a whole day than they would have paid an American for your 15 minutes.
I blew up at a Cisco reseller. i paid for 24/7 SMARTNET which used to get a technician with native English speaking skills. Now I get a thick accent apologizing for keeping me on hold for any hour.
I'd hold for 2 hours if I could speak to someone who could fix it.
Side anecdote, I have a friend that was born in Manila and lived in Bangalore for a few years. He refuses to call any tech support he makes me call. Which is funny as he speaks fluent Tagalog and Hindi. | |
| | | | | | Re: All comes down to... I concur on the cost savings, but frustrating the customer is unwise. At some point, the customer, given a choice, will go elsewhere if the people tasked to support are ill equipped to perform their jobs. Therefore, a savings is acquired in the short term only to be lost down the road.
I had a friend from India who told me they learn English and it's spoken for business. However, Hindi is a fast spoken and Indians have difficulty adjusting their pacing of English to make their speech recognizable. So you and I can't understand a word they say.
Per your friend, Tagalog won't help him unless we offshore to the Philippines. Funny how he won't even call. | |
| | | | | | | Re: All comes down to... a lot of tech support is in the land of the Pinoys, I think at one time it even rivaled India | |
| | | | | | | said by jc100:I concur on the cost savings, but frustrating the customer is unwise. At some point, the customer, given a choice, will go elsewhere if the people tasked to support are ill equipped to perform their jobs. Therefore, a savings is acquired in the short term only to be lost down the road.
Who cares if you upset the customer? The tech support is all the same so if company A pisses you off, company B will do the same with the same price and equipment. And company C is also doing the same so why even bother?
Face it, customer service is BS and very few people care anymore. Look at the canned response from Charter above. If you could get these idiots to tell the truth about how they really feel, you would get this answer, "We know you have no other choice but us so shut up, pay your bill and deal with it, idiots." | |
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| | | | | | Rob_Premium
join:2008-07-16
Mary Esther, FL | Re: All comes down to... ..and let's not forget, we love china, too we gave them our jobs!
-rob | |
| | | | | | If you think that's bad, the same woman told me after asking where I lived (Houston at the time), we do not have a House-Town in Bombay, India. I said ma'am, that's fine but I'm not concerned about Bombay. I need you to adjust my warranty.
I think companies either want to frustrate you into hanging up or make the experience so undesirable you never call back again. I'm not sure which scenario is most accurate. However, I try to make a point to buy from companies that still use local support.
APC Batteries last I checked.
Logitech - I love them!
Microsoft - Last I checked
So on and so forth. I'd rather meet incompetence in my native tongue (English) where I can escalate the call than meet the wrath of a foreign speaker who has no clue how to do either, | |
| | | | | jp10558Premium
join:2005-06-24
Willseyville, NY | Re: All comes down to... And strangely enough, Lenovo (for Think branded products) seems to still be in Georgia... | |
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| | | Old skool. Malaysia is the new outsourcing heaven... You get Manglish... | |
| |  KrKHeavy Artillery For The Little GuyPremium
join:2000-01-17
Tulsa, OK | I am tired of all the thick accent foreign support with their bogus americanized names. They are usually unable to help with real issues and are just another hurdle or roadblock to overcome when trying to deal with a large corporation's failings.
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"Fascism should more properly be called corporatism because it is the merger of state and corporate power." -- Benito Mussolini
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 rit56
join:2000-12-01
New York, NY | Not a surprise Hey come on. He doesn't care about customers or the people he's laying off. All he cares about is his own personal earnings. | |
| | | | Re: Not a surprise Got to pay for those tax increases some how or at least that will be the excuse. | |
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 LinklistPremium
join:2002-03-03
Longport, NJ
kudos:5 |  Some accountant saw how much money they can save
quote:
The rumored severing of the company's social media support presence is a curious one, given the benefits subscribers have seen from a more human approach to customer support
Not curious at all. Some bean counter did a PowerPoint presentation and showed how much money they can save by getting rid of the staff. No one from customer support ever gets to sit in on the budget meetings being they are considered cost centers and not seen as helping the bottom line. That is a mistake, but one most major companies continue to make.
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A democracy cannot exist as a permanent form of government. It can only exist until the voters discover that they can vote themselves money from the public treasury. | |
| | skeechanAi OtsukaholicPremium
join:2012-01-26
AA169|170
kudos:2 | Re: Some accountant saw how much money they can save Wonder if they included how much it will cost to market and obtain replacement customers. | |
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 Fangz
join:2000-10-11
Magna, UT | Former Vancouver HSIA2 rep As someone who worked the frontlines for Charter in Vancouver WA for almost 2 years this move doesn’t surprise me.
After I left the entire HSIA team was virtualized. Some migrated to sales, cable support or retention but all the HSIA calls were routed elsewhere.
If there is anything this company can do to lessen the cost they will do it. I’m still surprised they are in business. | |
|  nightshade74Yet another genxerPremium
join:2004-11-06
Prattville, AL | A crying Shame.... Terrible, awful, short sited, etc....
They're really the reason I've stuck with Charter.
Oh well.... I guess Knology is always an option. | |
| | | Bad for customers This may save Charter some payroll costs, but is definitely a loss for customers.
Charter's phone support is beyond awful (I have a better than 50-50 chance of the phone rep telling me that Charter does not support Tivos or offering equally inaccurate/stupid comments or suggestions).
I've had several issues that I was only able to fix with the help of the Umatter2Charter team.
Charter is fortunate that they are competing against the even more inept telcos. Maybe Charter has decided that HSI customers have no other good options (Uverse's top speed is 6 Mbps slower than Charter's slowest speed, but costs $20/month more), so it doesn't matter how poor their customer service is.
At least that's what it looks like from the outside. | |
| | zolcos
join:2010-05-19
Houghton, MI | Re: Bad for customers said by goillini:Charter's phone support is beyond awful (I have a better than 50-50 chance of the phone rep telling me that Charter does not support Tivos or offering equally inaccurate/stupid comments or suggestions). I have also waited ages on the phone only to recieve flagrantly inaccurate information. I had a SB6120 and was getting disconnected a lot. Phone support told me to buy a new modem and made a lot of false statements about how it was incompatible with their equipment, incompatible with my operating system, incompatibile with my router, etc etc. Umatter2Charter pushed a firmware update that fixed the problem instantly.
I would say that not being able to fix issues in the future would possibly push me to another ISP but Charter has a monopoly on cable where I live. | |
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 morboComplete Your Transaction
join:2002-01-22
00000 | Charter: when will their next bankruptcy be? It's a shame Charter is being bled dry again by poor management decisions. The leadership team is leading the company over the cliff again. | |
|  msmisfit
join:2004-09-13
Lawrenceville, GA
kudos:2 | Unbelievable... I got excited for a minute and thought they were dumping "Live it with Charter"... which is a big waste as far as I'm concerned. They could also stop my "free" newspaper subscription that I do NOT want. That could save them a few bucks in my area. I've requested that it be stopped, to no avail.
After I read on to see they are eliminating the biggest advantage they have over other services with their Direct Support here, I'm just in shock. They have the worst telephone system I've encountered for a communications company.
It seems they must be going for No. 1 on the Business Insider list of Most Disliked Companies in America... instead of No. 3.. This is so upsetting... and backwards IMO. | |
|  Masque
join:2001-12-04
Auburn, MI | Just A Damn Shame! Now, instead of dealing with intelligent "individuals", we have to deal again with "scripted" boneheads who can't understand the technology beyond the page in front of them. Too bad....this most certainly will cause some upheaval from within. | |
| | | Terrible News This news hits home as I was one of the founding members of Umatter2Charter. I wish everyone over there the best in their future endeavors and feel for the customers losing out on some of the best support that the cable industry offered.
FKA - CharterGeorge | |
| | | | Re: Terrible News said by vickbmx:This news hits home as I was one of the founding members of Umatter2Charter. I wish everyone over there the best in their future endeavors and feel for the customers losing out on some of the best support that the cable industry offered.
FKA - CharterGeorge
I agree completely. I continue to work in social media and see the impact of it daily. The conversation about a company does not stop simply because you aren't there to listen.
FKA CharterDylan | |
| | | Reviews:
·Charter
| Re: Terrible News George and Dylan.. as someone who has long advocated the social media support group as the primary reason for sticking with Charter, I sincerely hope Charter feels the impact of this ridiculous decision.
BTW, Thanks for all the help you guys ever gave myself or anyone else. Same goes with the rest of the Charter Direct group... (those who are still with the company, or otherwise)
As for Rutledge.. good job.. first you decide to move the corporate hq from where it's been... then you decide to kill off the 'Direct' group... The 2 biggest reasons I personally have used for friends and family to keep the company are now gone.
Time to start looking elsewhere. | |
| | | | | George, Dylan,
You've both helped me as a Charter customer previously, and I thank you for that help. The Umatter group was the only reason I was ever a happy customer. | |
|
| | Why did social media work? I have never understood why if I call for support they can't get it done, have no follow through, and never communicate back. Yet if I post it to twitter the person there is able to communicate with the people who can fix the problem, gets it fixed quickly and follows up to make sure it is done.
It looks like telephone support is not judged on fixing the problem just call volume. | |
| |  DaSneaky1Done wall to block them allPremium,MVM
join:2001-03-29
The Lou | Re: Why did social media work? bingo | |
| | | | | Re: Why did social media work? The Charter Direct forum's was often the only place some people could get something resolved. Their phone support is ran by morons in many cases. Tbh the removal of that will prob cost them more due to MANY service calls to fix some peoples issues. But hey more power to em I guess? | |
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|  ameniteThe Soylent - It's PeoplePremium
join:2002-11-21
Ridgewood, NJ
·Verizon FiOS
 ·Verizon Online DSL
| said by mjh29019:...
It looks like telephone support is not judged on fixing the problem just call volume.
When "management" is defined as a few levels of people sitting in offices reviewing spreadsheets of "metrics" then yea, that's exactly what it's about.
The guy or gal who takes the same issue and mis-handles it three times gets credit for three, and the one that gets call number four from the same customer, calms down a frustrated and pissed off customer, identifies what's really going on and resolves it, gets credit for one. To top it off rep #2 gets banged because that last call was too long to fit the mold because of the history with rep #1 and dealing with the angry customer.
In the worst cases, the worst reps are management's best reps and vice versa. Enough to make all the best people flee at their earliest opportunity, so they do.
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Time is an abstract concept invented by carbon based life forms to monitor their constant decay.-Thunderclese | |
|
tpkatl
join:2009-11-16
Dacula, GA | They'll be back in a year This is a stupid move, shortsighted and pound-foolish. it'll take 6 months for corporate to figure out how much this really hurts, and then they'll announce some flashy new initiative about how friendly they are.
This kind of move ALWAYS comes back to bite a company. They never learn. | |
| | | Bad Move Charter Very sad indeed. CharterSteve helped me out on a problem I had just two days ago. I have a lot of confidence in the Direct forum agent's abilities over the phone techs. When the tech came to my house I knew what the problem was before he even stepped foot into the house. Bad move on Charter's part. Companies are expanding staff into social media, however I understand that it is difficult to calculate an ROI for offering the service. | |
| | | Back to their roots. Apathetic corporate monsters. So much for the improved relationship these guys have been building between charter and it's customers over the past few years. Time for charter to return to it's roots of poor customer service. Time to really stick it to the customer. | |
| Kline
join:2010-02-09
O Fallon, IL Reviews:
·Charter
|  Terrible Move
The phone support is the worst I've ever dealt with in any industry and the Umatter2Charter team became the sole resource I'd turn to, because they understood anything technical you had for them and were able to actually get you results. They're the only reason I even still have service, as after my initial install, I had so many intermittent issues and phone support just kept sending tech after tech who would take a spot check of my signals and say everything is fine.
The Umatter2Charter team actually looked at the logs I had been keeping and ended up coordinating with a plant manager to re-run the feed to the tap in my yard. Problem solved! Phone support just kept insisting it was my problem and the one time I let myself suffer through their troubleshooting script and told them I was running Linux they said Charter didn't support Linux and I wouldn't be able to get on the internet without Windows or Mac OS. Clueless!
Another good program being axed for a corporate bonus I'm sure. | |
| draggerPremium
join:2002-06-19
Festus, MO Reviews:
·Charter
·AT&T Southwest
| Putting one foot in the grave There's not a whole lot I can add other than everyone before me is absolutely correct. This is a mistake of enormous proportions.
I hesitated in going with Charter for many years because of all the horror stories I'd heard regarding getting things fixed if something went wrong. The people at Charter Direct changed all that and gave me the best customer service that I can remember.
ATT has people in my neighborhood; ironically I spoke to a lady yesterday who came to my door explaining that ATT was now ready to serve my area. She was knowlegable and gracious even when responding to her company's obvious shortcomings.
Charter, I thought you were doing pretty well and have recommended your service to many people. But you are making a major mistake in taking my loyalty for granted. Even with their well-known faults (I was previously with them for 16 years) ATT is working at keeping the area.
So if you think you'll be able to simply extract money from my account with substandard service you could not be more wrong. | |
| google2
join:2004-02-04
South Beloit, IL | Who Do We Contact? So who do we have to contact to get this ridiculous decision reversed? | |
| | | | Re: Who Do We Contact? said by google2:So who do we have to contact to get this ridiculous decision reversed?
My guess is that anything less than you buying the corp and making the change yourself, will be useless. | |
|
| | Dump Twitter/Facebook They should dump Twitter/Facebook support but keep the Direct Forum stuff here since it's one of the few ways of actually getting beyond the tier 1 support of "please turn it off and back on again" and scheduling a truck roll so somebody can cut the ends off your cables and put them back on again.
How about dumping the Indian call centers instead? | |
| | | | Re: Dump Twitter/Facebook Same folks are providing assistance regardless of online contact method. | |
|
 CivrockPremium
join:2005-06-25
North Wilkesboro, NC | What the fuck, Charter. Excuse the French but... What the fuck, Charter.
Whenever I called Charter prior to the social media team, it took weeks if not months to get issues resolved or escalated. The guys on the social media team were FAR more efficient and knowledgable and got me taken care of without jumping through a lot of hoops or calling on a daily basis.
I will miss them and the support they provided over the last few years. | |
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