Jody sent a message to Thomas – Chief Executive Officer and President of Charter Communications, Inc. – Email Address that said:
Dear Mr Rutledge, My name is Ms Jody nd I am writing you as my last resort and unending frustration of 4 years of ongoing issues. I am a Brighthouse customer which your company recently acquired. During this 4 years endless service issues occur, If you reach out we can discuss and review. Back in march this year after downgrading service due to endless issues and no response from Brighthouse staff, we decided to upgrade both internet speed and TV service. It was an immediate disaster. Endless calls and techs, all contradicting each other or speaking badly about the tech before them, all replacing equipment and parts, lines, etc and no resolution. About 4 months ago after writing to the office of the president a tech supervisor by the name of Jim was the only team member making any effort in helping. At that point I was calling almost daily for credit for so piece of the system not working. I met Jim and discussed with him all of the information conveyed to me by the endless stream of contractors, team members and supervisors ( not the go round, this is 3 years into issues) including conveying that one of the supervisor stated it was a hard line issue. Working with Jim, troubleshooting and replacing everything again, lines to house, equipment on poles, boxes in house, all lines in home ( for the 5-6th time) nothing resolved the issue. Jim maintained a monitor on the house and could see the issues just not find the source. About 2 2 1/2 weeks ago Jim had a crew go on the hard line on the street again and DID find issues with splitters and other equipment, the service stabilized and we were both hopeful everything was finally fixed. Today, watching on demand everything was fine ( there are ongoing on demand issues in the area Brighthouse is aware of and all techs speak to but do not notify customers about). Approx 1 1/2 hours later I turned it back on for on demand regular TV show episodes and all showed as locked and as subscription. I called the 611 customer service. A rather rude individual named Billy told me there were on demand issue but he didn't know details, I told him it is working there are all showing locked, I tried to explain what I saw on the screen but he was either misunderstanding or simply should not be in customer service. He said he could see I had a signal issue. I told him I had been working with Jim and this was ongoing, that Jim had just removed the system monitor that was sending message to his business phone, he said what is his number I will call him right now! I gave it to him, he returned saying no answer. I doubt he called as Jim does have a Brighthouse answering VM. I asked Billy for a credit since it was not working, of which he had just admitted it was having issues in the area. He said no, he could not do that as it was a free service. Please note I had been specifically instructed to ask for a credit via the 611 helpdesk when any of the system was not working by other supervisors in the past over the many issues. I asked to speak with his supervisor. Bethany came on the line, Bethany said I will schedule a tech, I said I can call Jim myself tomorrow Please credit the account, she again said she can't, there are "new" rules there as of 10/24 so she cannot do any credit without sending a tech to verify. I told her I had been assigned Jim working this with many team members and a overview of the current situation, she said since I refuse to book a tech with her to verify she can't do anything. I asked for a superior to cal me tomorrow afternoon, we will see.
This is beyond frustrating, paying for service that changes with no notice ( what this looks like), refusal of credit when service doesn't work, reaching out the the office of the president in frustration now 4 times ( 1st time good response a few years ago, last 3 times have been in the last few months, Dan was 1st he only returned my call once then never again, then Darlene, she talked to me once, promised to make adjustments for 4 years of bad service then never called again, the last time I only got a mail stating we will call you of which no one did. Thanks goodness for Jim at least he takes ownership but this has to get resolved. Would you like to use your hard earned money to pay for such service?
You have a monopoly on this area so my choices are limited, I am happy to pay for a working service but not for poor or lack of service or snotty help desk staff who's job it is to work with frustrated customers, especially ones with a 4 year history of issues. I hope you care about your customers and customer service. I hope you reply, I am at my wits end, I hope you can empathize as a consumer yourself.
Best regards,
Jody
