Joye sent a message to Thomas M. Rutledge – Chief Executive Officer and President of Charter Communications, Inc. – Email Address that said:
Hello, I have a transcript of a customer service chat and some history to share with you about what a mess TimeWarnerCable/Spectrum Charlotte NC is. I would like to have your email to send it to you, and/or you can look it up.
I canceled my service three weeks ago to move to Google Fiber. Primary reason for cancel is price combined with poor service in the past.
I was assured upon cancellation that my equipment could be picked up for a cost of $39.99. I waited a week, then called back, and was again assured it would be picked up by October 6 (and they would call me first before coming by).
Nothing.
I chatted online with someone who could really not put words together correctly but who insisted that you do not pick up equipment. The person could not understand me, did not clearly and appropriately explain what was going on, and seemed generally uninformed (possibly new). I asked twice to speak with someone else but that didn't happen. I asked to have my $39.99 refunded and was told that charge was for installation (there was no installation, as it was a cancellation). Then they tried to tell me there wasn't a $39.99 charge after all.
I am going to return my equipment to a store that is 30 minutes from my home and in a bad part of town tomorrow. My online account is not accessible, and I have no real way of knowing if I was correctly or incorrectly charged.
Since I have both developed and conducted customer service training in my career, and since I have also owned a business before moving to the leadership role I'm currently in I thought you might want to be aware of this issue. My chat was Oct 7 at 6:14 pm EST with Sunita D, and I have the transcript in full if you would like it.
Please, PLEASE do yourself and all of us a favor and clean up the customer service mess that is/was TimeWarnerCable. Thank you for reading.
Joye
