Concerned Customer I am writing you because of the TROUBLE I am currently experiencing going on – Thomas M Rutledge email address

D. Addison sent a message to Thomas M. Rutledge - Chief Executive Officer and President of Charter Communications, Inc. - Email Address that said:

Concerned Customer

I am writing you because of the TROUBLE I am currently experiencing going on now for 3 MONTHS trying to acquire Spectrum. I moved recently on April 3, 2017 in to an apartment complex. Then I was a happy satisfied customer of Spectrum. I dropped ATT because I learned from other customers that your internet performs much better (Speed wise) which turned out to be true. When I went to transfer services I was told that the address wasnt serviceable yet, but they were aware in services should be available in about two weeks, and I would be notified by email or telephone. The weeks passed so I reached back out, as I still had the services in service at my previous address. Before going any further I would like to point out the fact none of your employees treated me rude, and they all handle themselves professionally.
So I call, they inform me someone would have to come out to confirm certain aspects for service. Flash forward. Came to the conclusion that spectrum just has to run ground lines to the building, and this should be about two weeks. Call back two weeks check on status. Have to go through the whole spill updating the phone rep about what took place last few times a called to get the person up to speed. Informed now there having trouble finding the fiscal address (The construction crew). Mind you all the other units in this complex have your service. This is just a new unit. The property manager told us when we signed the lease we would have issue getting service because it always happens when she opens a new building. “it normally takes about month for them to straighten the confusion out” she said. Call back again, the customer service department informs me I need to call construction hotline and gives me the number. Go through this a few more times (calling customer service to check status and comes to the conclusion I have to call Construction hotline). Mind you each time I call I am on the phone for 45 minutes to an hour due to the fact I have to explain the whole situation over each time. Finally get a construction crew confirmation they come out. Shortly after that I call back. Now the system shows services is available. A Tech is schedule to come out. He comes out tells me I sorry but I cant service this building. I can see where they stared the, but just have not finish running the lines. (this is about a month now after they originally started running the lines. He will update his work order notes and we should get a call when service is available. I callback in little over a week they say it shows service is not available because it is not in the postal system yet. I assure them it is, as I been getting mail sine I moved in. I also tell them I just had a tech out a week ago, and he was going update the status of ground lines needing to be finish. They then inform we dont see anything about that it seems the postal thing was the issue. They can fix that and get a Tech because service is available. I tell them do not think it is because everything still looks the same from when the last tech came out. You probably just need a fairy drop I am informed, so we schedule a tech to come out. He comes out, and came to the same conclusion that they last tech did. I call to inform customer service as the tech is leaving. They make note and we will get call back in a couple of days. They call back to do a follow up about the recent install. I inform them it never took place, and have to explain the whole matter again. I get transferred twice. Each time I have to re-explain the matter. They finally inform me I need to talk to construction again. I inform them I will not. I feel they she communicates with construction. Thats why nothing is getting resolved because of the lack of communication and proper notes being added to the file to let the left hand know what the right hand is doing. Why should the customer have to call and re-explain the whole matter when you know the issue and the solution? I think if better communication took place between each department that would eliminate these sorts of issues. As of right now I am still without services.

Best Regards,
D. Addison Rolanda Collins
702 Academy Drive Apt 13
New Albany IN
47150

Comments are closed.