Horrible customer service

Posted Fri November 14, 2008 9:20 pm, by Deborah D. written to Charter Communications

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My cable was disconnected on Monday, 11/10/2008. The bill was paid in full along with a one month advance pymt toward the reconnected service. There was a promise for the technician to reconnect it on 11/14/2008 between 3-5. The technician never showed and there was someone here all day. When the company was called again, there was a customer service rep who said the technician had been there and left. She also said he would contact me within the next 15 minutes and she would tell him to turn around and come back. No one called. The cable company, when called again, stated they would have someone available on Monday if I would switch to digital, paying $5.00 more per month, plus they will add the premium channels for free, for one year. This, in my opinion, was an insult to my intelligence. (When I ordered cable in March 2008, I payed $19.99 for expanded basic. The price changed after six months to $34.99. When asked to change it back to the lower price, they stated it was no longer available.) When I declined the digital offer, they then said reconnection would be on Tuesday. The phone call was ended after 1.5 hours with no resolution. This is the worst customer service I've experienced.

Reconnect my cable as soon as possible and give me back the $19.99 monthly rate.

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Charter has 6 month promotional rates by Donno Posted Fri November 14, 2008 @ 11:02 PM Looking at the Charter website, as an example, expanded basic cable in St Louis is $45 a month for 6 months, and then switches to $53 a month. Therefore, it is logical to assume the $34.99 a month rate you were switched to after 6 months for expnaded basic cable is correct for your area. $19.99 a month is unheard of in 2008 for expanded basic cable - that is obviously an introductory rate and you had the 6 months at that artificially low rate. I'm guessing Charter Cable felt bad that you failed to pay your bill, which is why they disconnected your service. A little patience may be in order to get reconnected at the standard rate of $34.99 a month. As the rep told you, the introductory rate is no longer available. It looks like the rate they offered you, $39.99 for digital, with free premium channels for a year was pretty good also. Reply