a while back i had problems with the cable coming into my house. it took months, and many phone and service calls to finally get it fixed, and it was a very frustrating process.
since the line problems at my house have been fixed i have been generally pleased with the service. however, i noticed that my monthly bill has crept up from around $150 to over $200 with no change in features. this is too high for me.
a couple of weeks ago i contacted charter via the online chat service to see if anything could be done. the rep offered me the "gold" tv package, phone service (new), and high speed internet for $170/month. i accepted and an install date for the phone was set for wed, 7/31.
on monday 7/29 i called charter to double check the time of the install. the rep i spoke with said that she noticed a "problem" with the work order, and after a while said that the monthly charge was going to be $196, not the $170 that i agreed to. she said that she "might be able to fix it" and said that she would call me back. she never did.
i called back later in the day and spoke with another rep. she stated that i could have the gold TV package, high speed internet, and 3 DVR boxes (i currently have 1 DVR box and 2 HD boxes) for $180/mo. i accepted, and said that i would go to the local charter office to swap out the HD boxes for the new DVR boxes sometime next week. the rep said that this would be fine.
yesterday charter left a message on my answering machine saying that i needed to call the toll free number "if i still wanted the DVR boxes." puzzled, i called and spoke to another rep. he seemed very confused as though he was having trouble understanding my account, and eventually said that everything had been cancelled "because i had not picked up the DVR boxes" and if i wanted to change my service from >$200/mo. i would have to start over. at this point i had reached the limit of my frustration and hung up.
i really am having trouble understanding what the problem is here, as i have made what i think is a simple request. i am quite frustrated at all of the time that i have spent online and on the phone trying to resolve this.
this is the same kind of runaround that i encountered when i was trying to get my cable fixed.
i have never seen anywhere near this consistent level of incompetence by any service provider.
what is the problem? any guesses? is the only real solution satellite TV?
↧