Johnna sent a message to Thomas M. Rutledge – Chief Executive Officer and President of Charter Communications, Inc. – Email Address that said:
Good Afternoon,
I am very disappointed to send this email to you. I directly requested your information but was told I would have to go up thru every supervisor before reaching you.
We have been customers for over 20 years. We had a terrible storm on Saturday and our cable service went out. It sounded like a big crack which let me know that are cable was fried.
After a lot of aggravation and I felt I was lied to our significant negligence or both. I finally was able to get service but that was after tenacious consistent follow up, taking names, reiterating what I was promised. I was lied to, misinformed and it cost me an expensive sale for being at my property when I knew it was a line item issue which would not require my presence.
When I asked the last supervisor I spoke with, where did the communication break down he said he did not know. I asked him how to prevent this problem in the future so it can be confirmed that the line request was put in and there is a follow up and follow thru. He had no answers. That is beyond sad to not know where the problem lies,how to correct it and how not to go thru it again at some future date.
Additionally another neighbor in our 4 house cul de sac has charter service too and was told that no one in their area has charter.
I am asking you to have someone to look into this issue. I can give you names and times for the fiasco I went thru. No customer should have to go thru this. People should state what they can and can't do and we move on from there. Victor was the person that was sent out to evaluate the issue at noon yesterday. It appears that Victor never put in the request for line repair. I spoke to his supervisor while Victor was there at my property who says his name is Rob which no one knows who and where Rob is. Rob assured me like this Rob has done before that he would follow this thru to completion. Again I never heard or was able to reach Rob at the number provided (2nd time I have spoken to this Rob and 2nd time no one knows anything about him and no he did not follow up or follow thru). Victor called Rob from his cell phone. I waited 2.5 hours to call charter to see the status of my service repair. I had 3 escalations and only 2 people escalated the situation. Dispatch called me a few times only to receive a call at 5:15p from routing saying I would not receive service until Thursday around 6 to 7p. At that moment, i became very angry. I believe it was this person that actually got the service people to my house to service the outage in our cul de sac . I cam provide names and times of what I went thru if you would like.
I have a business too. I cannot drop everything for only one person. I am reasonable if you set realistic expectations for me. When I am lied to, ignored and there is no way to determine how to correct or be more effective and receive results with your company then your company has a problem that needs resolution.
My husband felt it is time to leave charter. I am asking my neighbors if they have better providers then what we have with charter. I know all companies do not work flawlessly but this was a series of unclear and ineffective communication with no resolution for a future situation which is unacceptable.
I look forward to hearing back from you.
Best Regards,
Johnna
