Lexington, Kentucky officials continue to try and hold Charter executives accountable for what they say is over-priced and substandard service and customer support. According to the Lexington Herald Leader, city officials have been ceaslessly bombarded with complaints from locals, who say Charter's recent megamerger resulted in higher prices and even worse customer service than the abysmal service the company was already known for. Users say none of Charter's pre-merger promises have materialized.
Things have gotten so bad, city leaders recently held its
first-ever public performance evaluation, which is allowed under the city’s cable franchise agreement.
“Welcome, Spectrum, to the lion’s den,” said Mayor Jim Gray, as he introduced company representatives at the recent meeting.
“It’s not a very competitive business, and that’s one of the reasons that we have these challenges with customer service today,” Gray told attendees. “We have had very, very poor technical service, very poor customer service and price increases with no notice. No one should have to scrub their monthly bills for hidden fees.”
Charter officials present at the meeting said the company was doing its best to “earn our customers’ trust and loyalty.”
But that's anything but obvious from the consumer perspective, where users are facing rate hikes as high as 40% over what they paid Time Warner Cable and Bright House Networks -- at the same time they say they're seeing slower service and worse support. Charter also gutted much of its social media customer service presence, including its direct support here in the DSLReports.com forums. Combined with the fact that Charter's CEO
made more money in America than any other executive last year, and you might begin to understand Charter Spectrum customer frustration.