Well, recently Charter has come under increased scrutiny, including from the Better Business Bureau for their poor treatment and outright abuse of their paying customers.
Last Friday, an article in the Post Dispatch featured a former Charter call center representative and her claims of straight out lying to customers.
"The No. 1 complaint," she says, "was why didn't the technician show up for my appointment?" A simple question, you'd think. But one Gates says call center employees can't answer.
She says call center reps have no idea when installers are supposed to show up, where they are at the time, or when — or if — they might arrive.
"We had nothing in our system that told us anything about where Charter's technicians were," Gates says.
So what do call center reps tell callers?
"We lie to them," Gates says. "We tell them, 'Absolutely, the technician will be there.' " Customers who persist are given another Charter phone number to call, Gates says.
Many of those customers call back to say that second number didn't work.
Gates says reps at the call center know that might happen. "The number doesn't work half the time," she says.
If the call center can't answer these questions, why not just transfer customers to someone who can?
"We were not allowed to transfer calls," Gates says. "Even though we had no training in technical support, we were supposed to answer the customers' questions and sell them new services."
Selling new services was the highest priority, she says.
Call center reps were allowed to transfer only 7 percent of their calls. More than that and they were written up and disciplined, Gates says.
Lovely. So Charter isn't only shitty to its customers, it's shitty to its employees.
AVOID CHARTER AT ALL COSTS, FOLKS! Do what I did and go with DirecTV. Been a happy customer for nearly 8 years. I think I've had to call their customer service line 4 times in those 8 years, and was very satisfied with the service every time.
You've been warned.
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