Bill sent a message to Thomas M. Rutledge Chief Executive Officer and President of Charter Communications, Inc. Email Address that said:
Dear Mr. Rutledge:
As a fellow CEO, I understand very well the value of your time, so I will be as brief as possible.
I have noted over the course of the last month, that the internet speed I am receiving has been considerably less than I am paying for. I have brought this to the attention of your tech support, and I'm currently waiting for a tech to arrive.
In the course of the last 2 days, I received a phone call yesterday regarding my bill, which I paid later that evening. Another 2 calls came in at 8:42 am and 8:43am, and woke me up, despite my payment.
In dealing with your tech department, your techs were courteous, however, I noted that in simply bringing the situation to their attention, by the end of the call, my speed went from 5-8/Mbs download up to 25/Mbs 10 minutes after hanging up.
They are sending a tech out to look at my equipment, terrific, and in the same day, however, in the course of the last hour, I received 3 phone calls notifying or verifying that a tech was on the way. These calls came from 1-480-263-4005 at 5:07pm, 1-877-959-1417 at 5:30pm, 1-888-266-7317 at 5:42pm.
I'm sure where you might agree, that this is a bit excessive.
My impression of Charter's service since being a customer is that your company has fairly regular outages, throttles the speed until it's pointed out, and that you have redundancy to the point of annoyance in your automated and non-automated calling systems.
I thought you might appreciate hearing the experience a random customer and business professional receives.
Thank you for your time.
Sincerely,
Bill
