Judson sent a message to Thomas M. Rutledge – Chief Executive Officer and President of Charter Communications, Inc. – Email Address that said:
Mr Rutledge,
I have been a Time Warner customer for the last few months and now I am a Spectrum customer. I have to say my experience with your staff working the phones and online has been terrible.
I just hung up on an agent "helping" me. Her name was Rochell (sp?) and she had no clue what's available on your cable system. I wanted to add NHL Center Ice so I can see the NHL games. On my TV I can see the channels and on the screen it says "To order call which I did. When I asked for this package the agent went off to research what I was asking to add. After 5 min she comes back and says I already have NHL Network Channel (true, but not what I wanted).
When I tell her this she goes off to research more and comes back 10 min or more later to tell me I can't get it in my area.
I then asked to speak to a supervisor. She started to try and say there is nothing they can do that she can't do and I simply insisted on speaking to them.
After another 10+ min she comes back and says the supervisor is not available. And she says looking more at this only Spectrum customers, not Time Warner customers can order this (Gee I thought you were the same company watching your ads).
The net result is that I have wasted over 1 hour on the phone trying to order more services from you (and pay for them) and your incompetent people can't manage to do this.
So I guess I will be taking my money to Direct TV and hopefully they will at least know what I'm talking about. I had Comcast for 20+ years and I only wish I still lived in an area they operated their cable system.
