Loren sent a message to Thomas M. Rutledge – Chief Executive Officer and President of Charter Communications, Inc. – Email Address that said:
My name is listed already, so I do not wish to be redundant. I have been a customer for 40 years with this company or its affiliates. I can't say that my relationship has always been the best with you, but all in all it has been rather good.
As of the end of April of this year, my service has been less than acceptable. It started with a 13 hour outage the first time due to a bad connection that was installed by Evolution Communications that your company hired to install a new cable to our neighbor. That was handled poorly also, but I don't have time to go into it now. This outage was followed by three more outages about a week or 10 days apart. Tonight we had another outage and it was, I guess, the last straw!
Each time I contacted your help hotline, First I would get the computer, of course, until I would ask repeatedly for a representative. Sometimes this was as many as seven times! Five was the average! This last time I was told that they could get a tech out here by 1:00 p.m. on Wednesday! That would be a day and one half without phone, internet, or cable! I must add that I am a Handicapped person and rely on my cable internet to pay bills and for entertainment, my cable T.V. for entertainment and my phone to make calls of course, but you should know that if it wasn't for my cel phone, I would not be able to call for emergency help or help from my children. This may not seem important to you, but trust me, it is a very important reality to me! Unacceptable! I asked to talk to a supervisor and I was told, miraculously, that there was an outage in our area. Why didn't the first Representative know this? In all my dealings with your service people, I am rather disappointed in their professionalism. I either can't understand their accents, they are not loud enough, or they just don't seem to care! Your quality survey after these calls is rather sophomoric, so lately I haven't waited for them and just hung up! I have asked them to speak slower, louder and asked if they really care, to no avail!
It is easy to rail on about someone or something else! I am a firm believer in, "If you dont have a solution, then you are part of the problem!" I am offering an improvement and maybe not a solution. Your company needs to have a system that when asked to connect to a representative to do just that! It should NOT require repetitive requests! The front line call line workers must be courteous, professional and caring. I know that being on the phone for a whole shift can drain a person, but it is their job. If they can't handle it, then they need to look for another job. My daughter is a call rep for Teleperformance and she said that kind of attitude/behavior would not be acceptable to her employer and would be grounds for termination.
I have worked for over 45 years before becoming disabled, so I know how hard people work, but like I said before, this was the last straw and that is why I am contacting you!
Thank you for Your time and I will be waiting for Your reply.