Perry sent a message to Thomas M. Rutledge – Chief Executive Officer and President of Charter Communications, Inc. – Email Address that said:
Mr. Rutledge: I have experienced the worst customer service in my life with your company recently. I set up a service appointment, waited for more than 2 hours for the tech to arrive only to find out the appointment had been cancelled by your automated system. No one apologized when I called in and no one helped to reschedule the appointment for the next day. Two of the schedulers led me to believe I would receive a call back immediately to explain what happened and to reschedule the same day. That didn't happen. three hours later I had a message left on my phone with no apology but with a new appointment scheduled days later when I would not be here. The messages I received about confirming the appointment didn't mention the appointments would be cancelled if I didn't return the call. They said to call if I needed to change anything which I didn't. I did have to call and reschedule for another day since the appointment I was given didn't work for my schedule. I scheduled my appointment this morning and asked the scheduler to confirm my appt. She said she did and I wouldn't receive all the contacts that could cancel the appt. I had 4 points of contact any of which would have cancelled my appt if I'd not seen them and responded. It appears you want to not show up and help customers resolve issues based on my experience. My tech has been superb. He's a local boy but he's as frustrated as I am with your system. He said techs have quit their jobs because the automation is so frustrating. They have no control over a system but have to face angry customers who've been treated so badly. My tech took care of all of my problems very well. I asked him if we could get HD boxes where the original techs had used not HD. He said even though we pay the same price for both boxes and he had the boxes on his truck, I would have to make another appt. That is the most inefficient thing I've ever heard. He would have been happy to swap the boxes but said he'd be in trouble if he did. You apparently have points for all these service calls and while the appt scheduling and confirmation process is impossible you want people to have to call in again for something a tech could take care of easily while he is already here. I understand you have become such a huge monopoly that you think you don't have to worry with good customer service anymore. Let me say that is the highest form of arrogance and is the worst way to ensure happy clients and more business. I am going to find out more about my options and if at all possible will leave Charter as soon as possible. Your poor customer service should lead to you losing your job one day. You should want people to like your company but clearly that is not the case based on my experience.
Signed:
Disgruntled Customer, Perry
