I have been a Charter customer ever since I moved back to St Louis since 2004. I have experienced more problems than I ever imagined I would have experienced. I can only imagine why the company continually loses money and it’s customer base hand over fist.
Below is condensed list of some of my problems
- Could not get Digital Cable to work for over 4 months in a new residence while they continued to bill me. They explained that the condo building was using older MediaComm lines that were smaller than the normal Charter lines so it was not providing enough signal boost to work the DVR. They finally resolved the problem and I had to fight extremely hard to get reimbursed for my lost time.
- Got continually billed for two locations after I moved from my last apartment to my condo. They would fix the problem and then it would come back the next month compounded. I was getting bills for over $500. This went on for over 4 months until I finally wrote them a letter in which I had someone call me and get it resolved.
- Various outages all the time at all 4 of my residences.
- Their pricing is all over the board. My internet and cable bill was $200 last month. I just stripped it down to the lowest internet and got rid of a bunch of channels and it is still $165 even though I priced in online for $125. They said I am not eligible for promotions not will I ever be anymore.
I seriously think that I have spent over 100 hours on the phone with Charter in the past 4 years which is purely ridiculous. Why are they still in business? I am not sure why people use their crappy services when they have other options.
I really want to leave but have little options. I can not get U-Verse which is the option I want. I can not get Direct TV or Dish since my building does not have a HD Satellite on it nor can I run multiple lines into my place to have a fully functional dual tuner. Maybe I just need to move.
Update #1 – I had a Eric Ketzer from the Charter’s UMatter2Charter team. He was able to get me in at a lower rate which was very helpful through a 2 year high speed internet contract (as long as I live in St Louis), removing a $10 music service which I did not even know I had, and signing me up for a new 1 year promotion package. The best thing about the deal is that I am getting a new series 2 Moxi box on Saturday that Charter has been beta testing here in St Louis. I am not getting my hopes up but it looks to have a much bigger HD (not sure if it is 160 of 500GB), can add an external HD (which is huge), and can do online scheduling (which is something I have never tried but seems like a pretty big feature to me). I will let you know how I like it once I get it this weekend. I am still not satisfied with Charter’s pricing on cable. It seems to me that they have a $20 to $25 premium on their pricing compared to Dish on the same services and channels but I do appreciate Eric’s teams initiative to seek me out and try to make me a happier customer.