Richard Chester sent a message to Thomas M. Rutledge – Chief Executive Officer and President of Charter Communications, Inc. – Email Address that said:
I have attempted over several weeks to switch from Frontier to TWC. Continuous scheduling, work order issues, quotes for service and over 10 hours in phone calls has not resolved the issue.
After much of our time wasted last Saturday in attempt to install, it still did not occur, several errors and finally with the day running long TWC failing to place an order to keep our existing telephone number nothing ever happened. I spoke to several customer service only to be disappointed in providing accuracy and having the three services installed. The supervisor rescheduled for today, Saturday, August 27th we once again had a great installer arrive on time only for the order to be completely wrong once again. Calling customer service got the order canceled and quotes changed and services changed and at that point after 3 hours on the phone asked for another supervisor (Tony employee #V559205). He was understanding promised to adjust our monthly fees etc and send the technician (the same on back again right away). This was 4:30pm by the time another installer showed up without calling ahead to confirm that a 4+ hour job could be completed by the time we needed to leave at 5:30pm. Tony had promised that all would be handled and the same installer would be there and he would call back. I never received a phone call from Tony or TWC prior to the new installers arriving. The customer service of TWC is outrageous and poor at best! Just the reason I left TWC over 10 years ago.
At this point I'm not sure what is going to happen as I have not received anything from TWC. As CEO and President I am sure every customer matters, but you need to know you have a serious customer service and systems problem!
I am certain this note will fall on DEAF ears and do not expect you will even read it or let alone have anyone return my call.
Its a shame that customers that are forced out or regulation and territorial assignments that we have to endure this type of treatment.
Lets see if a CEO cares enough to follow through and at least investigate the issues I have described.