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 First Impressions Are EVERYTHING
Posted Wed August 20, 2008 12:00 pm, by Curtis C. written to Charter Communications
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If first impressions are representative of the quality, structure and integrity of a company; Charter is the worst company I have ever dealt with. I am a new resident to a Charter Communications servicing area in Opelika, Alabama. I have never heard anything bad about Charter and my first experience with Charter has been one of utter disgust. I have been living in my new apartment for about 3 weeks now with no cable or internet. Though that was no fault of Charter's however, the apartments are new and the cable lines had yet to be ran from the street. My property manager here at Paces at The Estates in Opelika, AL took the names and phones numbers of residents that wished to be contacted by Charter when it was time to schedule appointments for installation. I received a phone call yesterday at 5:32 EST from Charter's local office and they asked what services I would like, gave me general pricing, got my information to setup my account such as my social security number, address, etc. and scheduled an installation for "tomorrow" which is today, August 20, 2008. She assured me that I would receive a phone call before they came for installation.
I called today the customer service line today to see what time frame I had been queued for since I needed to run some errands and I did not want to miss Charter. I spoke with a representative that told me that I was wrong and the installation is scheduled for August 23rd. I asked to speak with a supervisor because something does not correlate with the word "tomorrow" and the 23rd which is definitely not, by American Webster definition, tomorrow.
I was put on the phone with the supervisor. She then repeated that I was wrong, that the information Charter has is right, I misheard since "the 20th and 23rd sound really similar". Now, at this point I stated that I am pretty young, I am not deaf and I verified the date twice with the woman that I spoke with and she said "tomorrow" which the 20th is. I told her the 23rd is fine had that been what I was told in the beginning but I was not. I would not have someone waiting at the house for no reason. I proceeded to ask her where I could address a letter to so I can explain my disgust with the situation and she told me I would have to look it up myself online. I then told her perhaps she had not heard the conversation we were having and that I clearly am new to the area and I do not have the internet thanks to Charter so how could I go about that? Her response was "go to the library". I then said, "You are sitting in front of a computer, obviously, since you are able to look up my account information and say installation is on the 23rd and not the 20th like I was previously told. I know all about company guidelines but clearly they do not restrict user access, especially not supervisor access, to their own public website so can you please look up that address up for me", she told me "no, you will have to do that yourself" and the most disrespectful thing that you could ever do to a customer, hang the phone up on in my mid-sentence.
I understand that being the only cable provider in an area is difficult and takes a lot of time and effort. Had it not been for my apartment complex not wanting to have satellite dishes, as much as I hate satellite companies, I would have changed my mind after this altercation. I am not crazy, deaf nor have a short term memory. I know the difference between "tomorrow" and the 23rd. Had I been told the correct date before there would have been no problem but being hung up on and told I cannot hear is not the way to talk or treat customers. Appropriate action should be taken to prevent people from being misinformed and against the supervisor for hanging up on not only a customer but a new customer. It is rude and very disrespectful. I will have to publish my new customer experience as the customer service represented thus far is beyond the worst of any company I have ever dealt with. That first impression in and of itself is bad when I say that and I do not even have cable or internet service with the company yet.
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