My name is Eric Ketzer, and I am a Manager with Charter Communications. I am sorry to read that you are unhappy with our services. It appears that a lot of your concerns surround our billing. We do have several packages available with 24 Months Guarantees that would provide rate stability. I would be happy to explain these to you and answer any additional questions you may have. Please send an e-mail to Umatter2Charter@chartercom.com with the name, address, and phone number on the account, as well as a good time to call you.
We look forward to changing your opinion about us…Eric
Wow — This sums up Charter in a nutshell. We move to Madison in 2004 and built a home in an “upscale” new subdivision — every home a prime candidate for the fastest internet and most cable channels Charter could sell.
It took Charter TWO YEARS to get our cable working on all the channels we paid for. We met every service person on the Charter payroll in Dane County plus a few of their better talent brought in just to address our problems. Although they got it fixed ultimately, we went to DirecTV when Charter didn’t quickly pick up the Big Ten Network. Best decision we ever made. My wife’s comment on the first night of DirecTV: “Why didn’t we do this years ago?”
What you say about calling Charter is dead-on. It took forever to get a live human on the line. Then often the first words out of the person’s mouth would be an attempt to sell me ANOTHER Charter service.
My response: “I already have two Charter services which are worthless. Why would I want to add another one?!?”
Eric, who posted the comment above, nothing you say is true. Your company sells garbage and provides garbage service!
Comment by Badger Pete — September 12, 2009 @ 8:19 am
Insert Time Warner Cable in your article to replace every Charter reference in the Milwaukee market…props to you sir and your well-worded rant. May it allow even more service providers once AT&T turns bunk too (I have it, and very happy…so far).
I think that filing for bankruptcy was just a ploy for Charter to get their hands on some of that crazy TARP loot that Congress is giving out like Chuck E. Cheese coupons.
You saw that Comcast is mulling over whether to buy NBC/Universal? The cable TV companies are making insane amounts of money by providing bad service, forcing you to support dozens of channels you don’t want (like HSN and PTL) and lowering the bar on services that USED to be reliable, like phone service.
Talking to voice recognition software is a useless pain the ass, but Charter knows that. They count on a third of the customers getting so frustrated with the software (perfectly pitched to annoy) that the customer hangs up without talking to an actual human being.
Do you know what a cost savings that is for Charter? a person who hangs up on the robo-voice is listed as a successfully fixed issue. The robo-voice has a nearly perfect success rate.
Give that robo-voice’s manager a raise!
Charter’s latest scheme is to make their actual human helpdesk people flip through blogs like yours in their off time, while robo-voice is crushing their customers’ spirit.
That’s why you have helpful Eric offering to address your issues. It’s now part of his job to seek out bad publicity on blogs and try to crush it.
Hey Eric! How many calls did “robo-voice” successfully solve today? How can you tell that they didn’t just hang up in frustration?
Hey Eric! What’s the percentage of calls that make it past robo-voice?
Hey Eric! How many of the calls that made it past the robot guardian at the gates of tech support complained about robo-voice?
My services have been great so far since I switched to Dish Network. Since I work and subscribe to Dish I got a lot of information before making my service provider choice. Since there are multiple elements of service that Charter comes up short on, I was really happy I looked around. The biggest thing for me is price and Dish has such a wide array of choices in programming but still comes up cheaper in price. I have free HD programming which is also saving me $10 a month. I’ve been so pleased to have my fiance happy with his NFL Network and Red Zone, it keeps him busy while I can watch my International stations. Dish offers 28 different languages which was amazing to me.