BROADBAND DOWN 2 DAYS IN A ROW AND RUDE CUSTOMER SERVICE

Posted Wed June 28, 2006 9:44 pm, by Dan R. written to Charter Communications

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Mr. Vogel. I just wrote you this morning but, I've had another day of my Charter broadband service going down. It's always right in the middle of doing something important where I lose my work and that infuriates me. There is no warning or way to save it and it's then lost. You raised my rates several months ago and now my service seems to be worse. I pay my bill every month on time and for being disabled and a fixed income, that should account for something. Your customer service people need sensitivity training of some kind sir. They are horendous. First at Internet support they told me I was the first call from Long Beach, and per usual they wanted to take me through the entire run....well, when I told DAN that my modem just went out and was rebooting all by itself...he checked and informed me that the signal was down. I then informed him this was at least the 4th time this month...in just the last couple weeks. I asked why Charter doesn't automatically give a credit when service is down - why do you expect us to contact your billing dept to get a credit.
Then I finally got transferred to billing and the recording said 8 minute wait...well, 12 minutes later I get ALAN, this is the person that was so rude. I asked for a Supervisor right away so I wouldn't have to go through my story more than once. He said; "I'd be happy to help you with that". I said: "Good, may I speak to a supervisor please!". He said: "Ok, I can help you with that, what should I tell the supervisor is the problem". I said; "You can tell him A CUSTOMER WOULD LIKE TO SPEAK TO THEM!". Then he put me on hold for almost 3 more minutes and came back and said the supervisor was busy would I like to hold or could he help me. I asked him to please have the supervisor call me back when he was no longer busy. He proceeded to tell me that customer service doesn't operate that way.

Mr. Vogel. Why does Charter act as though they don't need their customers. I would think now, while the phone companies are trying to get into the cable television service that you would bend over backwards for your customers to keep them. Frankly I hope it goes through so that you will work harder and be more competitive. I deserve a free month this month! Four days of service going down and losing my online work is uncalled for. I don't expect for you to care about little ol me....but, you know what...you better start caring because if the phone companies have their way....cable will be a thing of the past! We'll be able to get DSL and television from the phone company and for a lot cheaper!

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Re: BROADBAND DOWN 2 DAYS IN A ROW AND RUDE CUSTOMER SERVICE by RedheadWGlasses Posted Thu June 29, 2006 @ 4:23 PM Wow. Alan sounded pretty good-natured for being talked to so rudely by you. And the other poster is right -- "supervisor" isn't your first option. The supervisor will want to know WHY he/she is being asked for. The customer service reps are there for a reason. Besides, why wouldn't you have had to go through the story again with the supervisor? Does he have mind-reading capabilities that the plain ol' customer service reps lack? Reply Re: BROADBAND DOWN 2 DAYS IN A ROW AND RUDE CUSTOMER SERVICE by GuestsSuck! Posted Thu June 29, 2006 @ 1:53 PM It sounds as though YOU were the one that was rude. Alan sounds as though he was being polite. He asked what it was about to see if he could help you with anything. Supervisors shouldn't be tied up with calls that can be handled by regular employees. I don't work with phones, but at a customer service desk, and I have had customers come up to me right off the bat and ask for a manager. Most of the time, the situation could have been handled by me. Yet another case of rude = not getting what I want. Reply change careers by Teddi Lau Sat July 15, 2006 @ 12:41 PM Re: BROADBAND DOWN 2 DAYS IN A ROW AND RUDE CUSTOMER SERVICE by inanna68 Posted Thu June 29, 2006 @ 8:07 AM The customer service call centers get tons of people who ask for a supervisor when the problem could have been handled by anyone. Allen wasn't rude he was following protocol. I understand you were frustrated but he was only doing his job. And you never know he may have been able to help you if you had let him. But you were angry and you took it out on him. He had nothing to do with your service going down but you took it out on him. PS I have DSL at work and Cable at home and I hate the DSL service. Is there anyway to try a different cable company? Reply