Pamela Thurman sent a message to Thomas M. Rutledge - Chief Executive Officer and President of Charter Communications, Inc. - Email Address that said:
Dear Mr. Rutledge,
I know that you may not even take the time to read this, but at least I will get this off my chest.
I would like to speak with you concerning the experience that I have had trying to have Spectrum services installed. I am usually very patient and a very understanding person; however, if this experience is any indication of how you and your employees view your customers, I am surprised that you still have a business. A simple request of installation for the select bundle has turned into a long drawn out, yet to be completed nightmare!! The initial person that I spoke to and set up installation was very nice. It was set for installation on Monday, May 8th. When the tech got there, one of the first things that he told me was, I know they told you that you get HD, but you dont. I also cant guarantee that your TV will show a clear picture. I told him that my sister has it and hers is fine, so I am going to try it. I show him where I would like the boxes placed and he said okay and went outside to look. He came back and said that we may have a problem. He needs to access the neighbors back yard and will need their permission. He left and come back a few minutes later and said that he talked to the neighbors and gained access to their backyard, but the brush around the pole was to grown up and he would need to put in a ticket for the construction crew to come cut it before he could install. He told me that it usually takes 1-2 days and they would reschedule that install once the brush was taken care of. I said okay and he left.
I called on May 9th to make sure that it had been set up to cut the brush and she said that they cant see the construction crews schedule, but if he said that he set it up it should be set for them to come. She also told me that the tech noted that he couldnt install because he couldnt speak with the neighbor (which was a lie) and didnt note anything about the brush. She told me to give it to Friday and if they hadnt been there call back in and they would look into it further.
I called back on Monday, May 15th since I hadnt heard anything and found out that someone had cancelled my order altogether. So, we set it back up for them to come clear the brush and installation for Friday, May 19th. He told me that the construction crew should be there by the end of the day Tuesday, May 16th.
Since they never showed up, I called back on Wednesday, May 17th. I spoke to a lady that informed me that they dont clear brush….it was my responsibility to do that. I explained that if I had been told that from the beginning, I would have already had that done. We left the installation for May 19th and my brother and my son cleared the brush.
Today, May 19, 2017, install was set for between 12-1pm and he never had showed. I had to work so my brother-in-law, which is a spectrum customer, was at my house for the installation. He called back in to make sure that we were still set for installation and was informed that the tech had noted that he came by the house and the brush was not cleared and he couldnt install. My brother-in-law and all three of my sons were sitting on the front porch waiting on him to come and he never even drove by much less stopped. (The pole is in the backyard…he would have had to stop and walk back there) They told my brother-in-law that they would put in a ticket for someone to call. There are clearly substantial problems within your company: 1. Employees that do not know that your company does not clear brush. 2. Techs that talk negatively about your services and LIE about what they have and have not done!!
Hopefully, you have taken the time to read this and realize that there are serious issues that need to be addressed.
I do have the names of the individuals that I have spoken to, as well as, the tech, if you would like them.
Thank you for your time,
Pamela Thurman
PS. They have called back and said that the tech has left for the day (guess we know why he didnt want to do my installation) and that they have rescheduled my installation for tomorrow, May 20th, between 1-3pm. Now the question is, “Do I really still want your companys service?! I have several family members that have Spectrum and are the ones that have me wanting to try it for myself. I definitely feel the need to share this story with anyone that will listen. At least they said that they will have the techs supervisor call me. Well see.
