Courtenay Auger sent a message to Thomas M. Rutledge Chief Executive Officer and President of Charter Communications, Inc. Email Address that said:
Mr. Rutledge:
My husband Paul and I are seasonal residents of Maine. We left our Maine residence on Sept. 28 and arranged for our telephone and Internet to remain active (for a security system that includes our heating system) and the TV to be on seasonal hold.
In all fairness, there was a major storm in Maine the day after our departure and power was lost for five days.
When the power was restored, the TV and phone worked but there was no Internet. As of 8:00 last night when we sent our home watch person to the house, the Internet was still not working.
If you check our records, you will see that that I have placed at least eight calls to Spectrum since last Saturday. I have spent at least six hours on the phone with various departments, being put on hold for 10-15 minutes at a time and discovering I had been transferred to the wrong department (Tier 2 instead of Tier 3, etc.). Each day I have called I have been assured the problem was fixed. It had something to do with coding.
This morning I called Billing and after explaining what was going on was immediately transferred to Internet Customer Service. I spent 15 minutes with Internet before she announced that this problem could only be fixed by Billing. I was transferred yet again to Billing where a lovely woman assured me the Internet was working. I want to believe her, but unfortunately I have believed the last four people who have told me that, so I have little faith that the Internet is working. We will send our home watch person over to the house tonight to verify.
This is by far the worst customer service I have ever encountered. How can something that appears to be so simple cause a customer so much wasted time and irritation? This never happened with Time Warner.
