Live Chat: Charter Communications Cable Provider
Posted by Stephen Weyrick | Tags: isp
Below, I have pasted a conversation with a local cable service provider in Reno, NV. I just thought it might be amusing to share my experience with the CF community. Feel free to leave comments. If you live in an area that has Charter Communications, I would advise you to not sign-up. As you can see below; terrible customer service.
Thank
you for choosing Charter Chat Live! A Customer Care representative
from My Account will be with you shortly.
You have been connected to TTD Keith .
TTD Keith : Thank you for contacting
the Charter Communications Support Team. My name is Keith. How may I
help you today?
Stephen Weyrick: Ya, I have been having
problems with my cable and internet lately and I'm not sure what to do
about it. Channels come in scrambled a lot and my internet hardly ever
works.
TTD Keith : I am very sorry to know
that.
TTD Keith : I know how disappointing
it is.
Stephen Weyrick: Can you give me a
number, so I can have someone come take a look
TTD Keith : Don't worry, I will be
happy to help you with your internet problem. I will just transfer you
to our Video Support Department after we are done.
TTD Keith : If you want to call us,
please call 1-888-438-2427.
TTD Keith : May I please have the
complete name, the complete service (house) address, and the phone
number registered on your account beginning with the area code so I may
pull it up?
Stephen Weyrick: It's just kind of
expensive and I would like it to work on a consistent basis; its no ones
fault, I just haven't had time to talk to anyone.
Stephen Weyrick: I don't have telephone
service, just internet and cable
TTD Keith : How about the name on the
account?
Stephen Weyrick: that's what it should
be
TTD Keith : Thank you. Please give me a
moment to pull up your account. By the way, may I know who I am
chatting with?
Stephen Weyrick: Stephen Weyrick
TTD Keith : Thank you. Please bear
with me.
Stephen Weyrick: NP
TTD Keith : Thank you.
TTD Keith : May I know when this
problem started
TTD Keith : * started?
Stephen Weyrick: its been on and off
since i started with the services
Stephen Weyrick: can't remember, a
couple of months
TTD Keith : Thank you.
Stephen Weyrick: i think theres a
problem with my router, i constantly have to reboot it for it to work
TTD Keith : Yes. That is incorrect.
Stephen Weyrick: and my cable channels
come in scrambled a lot, its hit or miss if it will work, happens
especially with hbo and cinimax
Stephen Weyrick: and hd channels
TTD Keith : We would have to schedule a
service call to have your router fixed.
Stephen Weyrick: okay, anytime will
work for me, what about the cable
TTD Keith : For security and
verification purposes, may I have the four-digit PIN that you have set
up on your account? Please take note that your PIN is neither the last
four digits of your SSN nor your Security Code. However, it would
depend on what four-digit combination you have chosen.
TTD Keith : I will have to transfer
you to our Video Support Department once we are done.
Stephen Weyrick: where can i find that?
Stephen Weyrick: four digit pin
TTD Keith : Your PIN is neither the
last four digits of your SSN nor your Security Code. However, it would
depend on what four-digit combination you have chosen.
TTD Keith : You made it.
TTD Keith : I mean, you were the one
who made your PIN.
Stephen Weyrick: when, i don't
remember, where can i look that up?
Stephen Weyrick: ?
Stephen Weyrick: not sure if thats
right, i don't remember making that
TTD Keith : Thank you. Yes.
TTD Keith : May I have that phone
number that you prefer us to call in order to confirm your appointment?
TTD Keith : Thank you.
TTD Keith : As I can see, you have not
added the Wire Maintenance service in your account. Since this service
was not added, you will be automatically charged of a $35.00 service
call fee for this service repair appointment. However, we will waive the
service call fee once we found out that the problem is on our end. We
would not charged you for our error. If you will add the Wire
Maintenance service now, you will not be automatically be charged of the
fee.
Stephen Weyrick: how much does that
cost, and im not very happy about that
Stephen Weyrick: you guys should fix
this for free, no maintanance or anything, i pay a lot for the services
TTD Keith : The Wire Maintenance
service is $3.99 per month.
TTD Keith : Since this service was not
added, you will be automatically charged of a $35.00 service call fee
for this service repair appointment. However, we will waive the service
call fee once we found out that the problem is on our end.
Stephen Weyrick: i would like to cancel
my service
Stephen Weyrick: if im paying for a
service and its not working, how is it fair that you would charge me to
fix it?
Stephen Weyrick: meaning why is it an
intial 35$ on my part
Stephen Weyrick: ?
TTD Keith : You will be automatically
charged for this service repair appointment. However, we will waive the
service call fee once we found out that the problem is on our end.
Stephen Weyrick: okay, just charge me
that then
TTD Keith : Thank you.
Stephen Weyrick: so if they find no
problems i will end up paying $35 dollars is what your saying
Stephen Weyrick: ?
TTD Keith : Yes, but your router is
defective.
Stephen Weyrick: will the video service
cost money too?
Stephen Weyrick: yes i believe it is?
TTD Keith : That router is from us.
Stephen Weyrick: yes
Stephen Weyrick: will the video service
call cost money also?
TTD Keith : The earliest appointment
will be tomorrow, 05/01 between 1:00 PM to 3:00 PM. Is that okay with
you?
Stephen Weyrick: yes, perfect
TTD Keith : Thank you. Please give me a
moment.
TTD Keith : We now offer a call-ahead
confirmation to ensure that we meet our scheduled appointment with you.
You will be receiving the first call (the day before appointment date)
to confirm your scheduled appointment. You will also receive an
automated call the day of your appointment. This call is to let you know
that our technician will arrive in approximately one hour. This will
give you an opportunity to cancel or reschedule the appointment if
necessary. Additionally, a repair representative may also contact you
prior to your appointment, to see if we can resolve the service issue
more quickly. Please be aware that if we cannot make contact with you
prior to the technician arrival at your home the appointment will be
cancelled. Please remember that an adult must be at home during the
appointment and have access to all areas of the premises. If for any
reason you will not be available for your appointment, please be sure to
call us back to reschedule.
TTD Keith : The appointment will be on
tomorrow, 05/01 between 1:00 PM to 3:00 PM. The work order number is
703064.
Stephen Weyrick: okay thank you, what
about the cable service, will that be fixed too?
Stephen Weyrick: will you please send
an email to sweyrick@gmail.com with that information?
TTD Keith : I will have to transfer
you to our Video Department for that. We do not have technicians who
handle internet and video problems at the same time.
TTD Keith : I am sorry, but I cannot
email you.
Stephen Weyrick: okay cool, will video
cost me money too?
TTD Keith : Before I transfer you, is
there anything else that I can help you with today?
TTD Keith : It would still depend if
there is a need to schedule a service call for your video problem.
Stephen Weyrick: yes answer this
question okay cool, will video cost me money too?
Stephen Weyrick: so that might cost me
money also?
TTD Keith : Yes.
Stephen Weyrick: that sucks, that
doesn't make me very happy
TTD Keith : You will be charged with
another $35.00 service call fee if they will have to schedule a service
call for your cable problem.
Stephen Weyrick: you can transfer me
now if you would like
TTD Keith : But, as I have said, we
would not charged you for our error.
Stephen Weyrick: will the next person
know what we talked about, or will it be you?
TTD Keith : Yes.
TTD Keith : Shall I transfer you now?
Stephen Weyrick: perfect,you can
transfer me now, yes
TTD Keith : Thank you.
TTD Keith : Please give me a moment.
TTD Keith has left the session.
Please wait while we find an agent from
the CHAT - DUMA - Video Support department to assist you.
You have been connected to TTD Nikkiche
.
TTD Nikkiche : Thank you for
contacting the Charter Communications Support Team. My name is Nikkiche.
How may I assist you today?
Stephen Weyrick: having video problems,
channels come in scrabbled
Stephen Weyrick: its not consistant
Stephen Weyrick: especially hd and hbo
cinimax, get error codes in on demad
Stephen Weyrick: demand*
TTD Nikkiche : I understand that
you're having video, channels, and on demand problems. I apologize for
the inconvenience. Rest assured that I will definitely assist you today
with your cable problems.
TTD Nikkiche : May I have the account
holder's name, the complete service address, and the phone number
registered on the account?
I thought she would know, lol.
TTD Nikkiche : Thank you for all the
information and may I also know who I am chatting with?
Stephen Weyrick: XXX
TTD Nikkiche : Is it okay if I address
you by your first name?
Stephen Weyrick: ya, just call me steve
Stephen Weyrick: :)
TTD Nikkiche : Thank you, Steve.
Stephen Weyrick: np
Stephen Weyrick: just charge me the 35$
fee and waive it
TTD Nikkiche : Please give me a moment
while I pull up the account.
Stephen Weyrick: you still there?
Stephen Weyrick: okay
TTD Nikkiche : Thank you for waiting.
TTD Nikkiche : Steve, I'm sorry to
inform you that there is an ongoing outage in your area. We have
technicians working diligently on site, and your service will be
restored as quickly as possible. Thank you.
Stephen Weyrick: thanks, so thats it, i
don't get a refund for having terrible cable for months?
TTD Nikkiche : You're welcome.
Stephen Weyrick: are you still there?
TTD Nikkiche : Yes, I'm still here.
TTD Nikkiche : I would advise you to
contact us again for credit request once your service has been restored.
Stephen Weyrick: should i cancel my
service, cause this has been happening for months now?
TTD Nikkiche : Please do not worry
since I'll note this on your account so that the credit will be valid.
Stephen Weyrick: i don't want to
contact you again, it takes up valuable time
Stephen Weyrick: can you apply a credit
to my account now, for two months, that would make me happy
Stephen Weyrick: ?
Stephen Weyrick: how long will it take
to restore, if it hasn't been fixed over a matter of months, how will i
know that it will ever be fixed?
TTD Nikkiche : I'm happy, I can't do
that since there's still outage in your area and we don't know when it
will be fixed. The credit that we'll give depends on the number of days
the service has been out.
TTD Nikkiche : I am truly sorry, but
at this time we do not have any estimate for when your service will be
restored. Please be assured you are a valued customer, and we are
working as quickly as possible to restore your services. Thank you.
Stephen Weyrick: well, thank you, so
should i cancel?
Stephen Weyrick: if you can't guarantee
service that im paying for in full, why am i paying for it?
Stephen Weyrick: you still there?
TTD Nikkiche : Yes, I'm still here.
Stephen Weyrick: i know its not your
fault, but maybe you should stop charging me until you get it fixed
Stephen Weyrick: and apply the credit
know, cause i don't have time for this
TTD Nikkiche : I understand that, but
as per company policy, we apply the credit due to outage once the outage
has been fixed so that we can determine the number of days the credit
we'll give.
Stephen Weyrick: how long has the
outage been going on? can you tell me that?
Stephen Weyrick: you still there?
TTD Nikkiche : Yes, I'm still here.
Stephen Weyrick: do you not know how
long the outage has been going on?
TTD Nikkiche : The system shows that
the outage is just for today.
TTD Nikkiche : The outage is more than
two hours already.
Stephen Weyrick: well, my problem has
been going on for months, almost since i started the service, how are
you going to determine what kind of credit will be given, once its
resolved?
Stephen Weyrick: is there a way i can
get credit for those months of terrible service?
Stephen Weyrick: or just the two hours
you have recorded?
Stephen Weyrick: will you call me when
the service is back up, so i know to check?
TTD Nikkiche : Once the outage has
been resolved, we can only give a credit for this day. I've checked your
account and there's no documentation that you've been having previous
outages.
Stephen Weyrick: alright, well will you
send me an email once its fixed?
Stephen Weyrick: or call me/
Stephen Weyrick: ?
Stephen Weyrick: i still think there's a
problem, since this has been happening for months, not just today, i
just haven't had time to call you until today
TTD Nikkiche : I'm sorry but we do not
send emails and make phone calls in this department. I would advise you
to call us from time to time to follow up on your credit request.
Stephen Weyrick: i still think there's a
problem, since this has been happening for months, not just today, i
just haven't had time to call you until today
Stephen Weyrick: is there some way that
i can make sure that its not just the outage, how will i know when its
fixed?
Stephen Weyrick: how long do problems
like this usually take to resolve?
TTD Nikkiche : Once it's fixed, of
course you'll be able to access your cable service already, and also,
you can contact us again or you can also call us at 1-888-GET-CHARTER
(1-888-438-2427) to speak with a representative that can assist you with
credit request. Thank you.
TTD Nikkiche : Again, at this time we
do not have any estimate for when your service will be restored. Please
be assured you are a valued customer, and we are working as quickly as
possible to restore your services. Thank you.
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