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Name:
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lamont
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Subject:
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My Charter Story.... Very Long
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Date:
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11/26/2008 11:13:58 AM
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The names have not been changed to protect the guilty. Backdrop- I got a Charter flier in the mail in late July promoting DSL for $14.99 a month for 6 months. I decided to accept their offer and scheduled an installation appt. for 08/03 from 8-12:00. Understand, at that time, I still lived and worked fulltime in North Atlanta, a round trip of 330 miles. So, 1st appt. was a no-show. Wasted 1 day of work and a 330 mile trip. Second appt. scheduled for 08/13, between 8:00 and 12:00. To make sure they were coming, I started a telephone campaign at 8:05 AM and made the following calls: 8:05- Erica says "They are on the way." 10:00- Beverly says "on the way." 12:15- Got a supervisor this time, Dianne, she says they will be there in 20 minutes. 1:00 Terina says she will call tech support to see where they are and call me right back. No return call. 1:30- Tara will check dispatch. No return call. 1:45- Brian will check dispatch and get right back. No return call.2:15- Beverly again. Finally put me in touch with Tammy, a supervisor. I got her direct # and extension. Tammy says 30 minutes. 3:10- I call Tammy direct and she says, the imfamous, "on the way." 5:10 - Wohoooo! There is a God. Two Charter employees, who look to be about 13 years old, show up in a pick-up truck. They enter my crib with a cable TV box and ask me where I want it installed. Very politely, in my best "hip" language, in an effort to communicate, I say, " Like Dude, I've had cable TV for over 5 years with Charter. I have 4 connected outlets, of which, I use 1. I really had my heart set on a Charter DSL installation today." Their response, " Wow dude we got some bad information." They said they would call in and have someone drop by with the necessary materials for my DSL. For the next 2 hours, 5:10 to 7:10, they sat in their pickup watching me cut my grass. At 7:10 their supplies arrive..a modem. Unfortunately, they had no cable wire or a ladder to do the wiring on the pole. I sent them on their way. They had a meeting in Alex City the next morning at 7:00 and would be at my house by 8:00 with the proper materials. You guessed it, no-show. Another wasted day and 330 miles. I know, I know, a sensilble person would have called it quits by now however, this became an obsession. Third appt. scheduled 08/18 between 1 and 5:00. A sure enough DSL installer shows up at 4:51 with 9 minutes to spare and actually installs the DSL. End of story right? Wrong, just the beginning. First of all, I could receive email but, not send it. After several tries to get a solution, they said it was my computer that was the problem regardless of the fact, my wife, my son and daughter-in-law could not send email either. So, that was never fixed. Next comes the billing nightmare. Tammy said, because of my troubles, the installation and first month of service would be free. Fast forward to my first bill.
$49.99 for my free installation. DSL $44.99 instead of the $14.99 special and here is my favorite part, remember the first 2 knucleheads who came out to install the cable TV I have had for 5+ years? I was charged $35.99 for an additional cable outlet that they didn't install. After 5 calls to Tammy's direct line, unretured as you now could probably guess, and 6 calls to their customer service # and a trip to Alex City, nothing has changed. They continue to charge me 44.99 for my 14.99 DSL and the bogus cable installation and 49.99 for my free DSL installation. I finally lost it yesterday. Last Friday I got a call from a fella who was about to cut off my cable TV. I told him if he would simply separate out my TV cable bill, minus the "additional outlet" bogus installation, I would pay that bill. He said that could be arranged and I would get a call from his boss, Bobby Bentley. Well, you guessed it, no call and when I got home Monday, my cable TV was cut off. So, yesterday was the climax. Called the customer service line and after telling my story, about 1 hour later I worked my way up the food chain to a manager named Velva. What an attitude. First she told me I would have to pay the bill in full before she could apply any credits. I asked her how she could see "sucker" stamped on my forehead through a telephone line and politely declined. Then, she basically called me a liar before she hung up on me. I had called them on 10/24 to tell them I would pay the TV bill but not the DSL bill, until it was corrected. Of course, all she had in her notes was I refused to pay, period. I told her I called 2 times on the 27th, told my story to 2 more customer "service" reps in another effort to get to Tammy who has already neglected my first 5 messages. The 1st rep transferred me to Tammy and, once again I got her voicemail. The second one said she was transferring me to Tammy and promptly, cut me off. Velva insisted these 2 calls never took place. It is at this point that, I must humbly admit, my voice volume increased dramatically along with my heartbeat and when I asked Velva if she was calling me a liar, she promptly hung up. So, there you have it. Dish installation is Monday. Onward and Upward. Y'all have a great Thanksgiving. I'm headed for the woods.
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