Diana sent a message to Thomas M. Rutledge – Chief Executive Officer and President of Charter Communications, Inc. – Email Address that said:
Hi,
I am a new customer of Spectrum for not even 30 days. I am not one to complain , however my first experience with your company has not been a good one. My experience first started with scheduling a tech to come and hook up my new services. The tech arrived on time however walked around my property and told me that the job was to big and that he could install cable and internet in one room but would could not for the others or phone. Just FYI it was 9am in the morning and he was very upset that the job was so big for some reason.He had other appointments that day. Not friendly at all. Maybe having a bad day. He instructed me to call back to customer service and tell them that the job was going to be at least 2 hrs. I called that day to schedule a tech to come back and told them word for word what the tech had instructed me to do. That very night when I arrived home turned the TV and just a blue screen. So no cable or phone for 2 days. The tech arrived .. Very Nice.. He fixed the connection to my TV by putting new cables that were needed. So the tech that originally came out connected it wrong. He then told me the job was to big he would have to reschedule the installation to the other rooms because it was going to take him 2-3 hrs. I advised him when I booked the appointment I told the CS rep all this info the previous tech said. He was very apologetic called his supervisor and rescheduled to come out at a later date. So still no phone service or cable in other rooms. He came back out connected cable in 3 additional rooms and left. Did not complete the phone installation. I then called back to advise that job was not done and I had to schedule another appointment. The tech came out and installed the phone and completed the job. It took 4 techs to visit 5-6 calls to CS to install 4 boxes, internet and phone. When calling back so many times. I was told by the 2nd CS rep he would credit my bill the internet fee of $29.99. I didn't ask for a credit it was offered. So I was very happy. Signed up online waiting the 3-5 business days to review my bill and no changes. Called back and then again apologized and said he would credit me for the month of December. Waited the 3-5 business days and no change. Called back and notice a charge for service on my bill for a tech visit. A tech never came out and was never scheduled in fact I was out of town that day, he again apologized and advised that the fee would be removed and bill would be credited with 3-5 business days. Went online today and still bill states original due date and no credits. My bill should reflect a due date of January and 125.00 monthly fee. I don't know how to get this resolved so I am reaching out to you in hopes you will be able to resolve this for me. I can say that my impression of Spectrum is not a good one. Alot of words but no action behind the words. I left ATT because I thought maybe this new company had a better deal and maybe a better provider. I never had issues with ATT and may return if this is not resolved. I am not the type to complain but I think you should be aware that your customer service could use some training. I know a reputation of a company depends on it. I have records of conversation with your CS reps is you would like the. I am sorry for such a long explanation but this has been a long frustrating process. I look forward to hearing from you. Thank you for your time.. Diana
