- Report: #267316
Complaint Review: Charter Communications - Duluth Georgia
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Charter Communications
http://www.charter.com Duluth, Georgia, U.S.A.
Phone:
800-955-7766
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Charter Communications Charter Service Techs do not show, Cable and Internet Service unreliable, and Customer Service unhelpful ripoff Duluth Georgia
I have had it with the below average service from cable provider, Charter Communications. This is the letter that i sent to the city of Roswell, Georgia on June 22, 2007. I have yet to hear back from the city regarding this matter.
It is now August 14th and in the 5 weeks or so since this letter my cable and/or internet service has went out for an extended period three times.
Dear Sir or Madam:
This letter is intended for the Franchising Authority of Roswell Georgia. I want to inform you of my dissatisfaction with Charter Communications and wish to file a formal complaint against them. I admit that I do not completely understand how cable providers are chosen for areas but from what Ive gathered contracts are agreed upon and SLAs (Service Level Agreements) are established between the city government and cable provider.
I would like to offer personal examples of troubles I have had with Charter Communications that I believe would violate any reasonable SLAs that have been agreed upon by both parties. At the end of 2006 my family and I moved into a house in Roswell and was able to activate all of our utilities without issue except for cable. Each appointment for the technician to visit our house would result in the technician not arriving.
When I would call Charter Customer Service after the technician being several hours late, the representative on the phone would inform me that I did not have an appointment scheduled at all. This same scenario happened several times and from a customer service standpoint is completely unacceptable. All complaints to Charter Communications regarding this issue have been met with empty promises or complete apathy.
The services Charter Communications provides are sub-par compared to any of its competitors. While the speed of the High-speed Internet is average the connection is completely unreliable. The hardware I have received for my broadband connection has been faulty and has had to be replaced several times. I requested numerous times a HD cable box but was constantly informed that they did not have any available.
After months of persisting it was finally suggested that I purchase a CABLE-card for my TV. This would allow me to access the HD channels without having a HD cable box receiver. Later I come to find out that the customer service and technical support of Charter Communications does not actually know how to troubleshoot these devices. So any of the problems I have experienced with this service have been greeted with the same solution, we will schedule a technician visit but I have no guarantee that this will actually happen.
I understand that these contracts can not be voided by the complaints of one individual but I find it hard to believe that by some strange chance I am the only one experiencing problems with Charter Communications. It is more likely that Roswell residents have been voicing their complaints to Charter not knowing that their complaints are falling on deaf ears.
To further demonstrate that this is not the opinion of one individual I would like to bring to your attention an article published by PCWorld Magazine recently that rated the largest ISPs in the Nation from best to worst. Charter Communications was at the bottom.
http://www.pcworld.com/zoom?id=133019&page=1
Thank you and I look forward to your reply.
Roswell Georgia Resident
Dennis
Roswell, Georgia
U.S.A.
It is now August 14th and in the 5 weeks or so since this letter my cable and/or internet service has went out for an extended period three times.
Dear Sir or Madam:
This letter is intended for the Franchising Authority of Roswell Georgia. I want to inform you of my dissatisfaction with Charter Communications and wish to file a formal complaint against them. I admit that I do not completely understand how cable providers are chosen for areas but from what Ive gathered contracts are agreed upon and SLAs (Service Level Agreements) are established between the city government and cable provider.
I would like to offer personal examples of troubles I have had with Charter Communications that I believe would violate any reasonable SLAs that have been agreed upon by both parties. At the end of 2006 my family and I moved into a house in Roswell and was able to activate all of our utilities without issue except for cable. Each appointment for the technician to visit our house would result in the technician not arriving.
When I would call Charter Customer Service after the technician being several hours late, the representative on the phone would inform me that I did not have an appointment scheduled at all. This same scenario happened several times and from a customer service standpoint is completely unacceptable. All complaints to Charter Communications regarding this issue have been met with empty promises or complete apathy.
The services Charter Communications provides are sub-par compared to any of its competitors. While the speed of the High-speed Internet is average the connection is completely unreliable. The hardware I have received for my broadband connection has been faulty and has had to be replaced several times. I requested numerous times a HD cable box but was constantly informed that they did not have any available.
After months of persisting it was finally suggested that I purchase a CABLE-card for my TV. This would allow me to access the HD channels without having a HD cable box receiver. Later I come to find out that the customer service and technical support of Charter Communications does not actually know how to troubleshoot these devices. So any of the problems I have experienced with this service have been greeted with the same solution, we will schedule a technician visit but I have no guarantee that this will actually happen.
I understand that these contracts can not be voided by the complaints of one individual but I find it hard to believe that by some strange chance I am the only one experiencing problems with Charter Communications. It is more likely that Roswell residents have been voicing their complaints to Charter not knowing that their complaints are falling on deaf ears.
To further demonstrate that this is not the opinion of one individual I would like to bring to your attention an article published by PCWorld Magazine recently that rated the largest ISPs in the Nation from best to worst. Charter Communications was at the bottom.
http://www.pcworld.com/zoom?id=133019&page=1
Thank you and I look forward to your reply.
Roswell Georgia Resident
Dennis
Roswell, Georgia
U.S.A.
3 Updates & Rebuttals
Steve
Rugby,North Dakota,
U.S.A.
consider other alternatives
#2Consumer Comment
Fri, October 19, 2007
I would consider other alternatives for your services that are more reliable. I sell services for a phone company that provides many different services. Now days, phone companies are trying hard to give you all of your communication and entertainment services to you for less than your cable companies can, and much more reliable. I have heard horror stories from the likes of comcast, and they are happy to switch to a comparable service on a reliable phone line. Often they save money at the same time. I am not biased, because the company that I represent at my job does not provide service where I live. But I do have DSL through my local phone company, and I will say that they have almost quadrupled my speed without any increase in cost.(going from a 1.5M almost 6 M). That is unlike any cable company that I have heard of. Then we could talk about phone service through a cable company. I have a friend in FL that switched all services to cable (phone, internet, tv). Many times she would have to reset a modem when her phone wouldn't work. Sometimes this would interrupt the internet service. I also found out that if you have voip, that if you have an unreliable cable connection, that you lose your voip until your internet connection was reinstated, or whatever. I am a believer in having a land line, no matter your choice of other entertainment services. Its one of the most reliable communication services ever. Why not looking into getting everything through one company, one bill, one number to call if you have any questions? My phone company is upgrading the phone lines so that we not only have phone and internet, high speed up to 10 M, but also digital TV (through the phone line, not sattellite). Cable is unreliable. Just a suggestion. Look for other, more reliable venues.
Charter Employee
Greenville,South Carolina,
U.S.A.
BBB Really can't do much for you
#3UPDATE Employee
Sun, September 02, 2007
You can take your case to the BBB. The fact of the matter is, they have no jurisdiction over any company. They will notify us of the complaint, but we do not have to answer it. And most of the time, if your being unreasonable, they will close your complaint out. Companies pay the BBB money to be members...They don't want us to stop being members because then they won't have their income coming in. I would suggest calling and speaking with customer service, and when I say speaking, I don't mean begrading, belitteling, screaming, cussing and yelling at the agent. Honestly, if your defensive, the agent is going to be even more defensive.
Ihatescam
Roswell,Georgia,
U.S.A.
Ripped off Roswell-ian appreciates your report
#4Consumer Comment
Wed, August 29, 2007
I just wanted to thank you for your report. As I have been arduously trying to fight with Charter's customer no-service, I have been wondering what my next step may be. While I plan on continuing to work my way up the Charter food chain and complain to the BBB, it never occurred to me to take it to city hall. I honestly had no idea that they played a role in deciding who provided our cable service. I think you have provided a great service by letting people know there is yet another way they can fight Charter in a more grassroots action. Hopefully, things will change in Roswell, GA. Roswell City Hall will have my letter shortly detailing my installation and billing woes (primarily the latter that is the problem now). With the upcoming city elections, maybe they will heed their citizens cries. If you haven't done so already, join me in filing a complaint with the BBB. Perhaps they can help resolve billing disputes with Charter. But thank you for letting me (and others) know about such an avenue we can avail ourselves of. Thank you, Sammy
