I have never been more disappointed in a service provider. My internet was out for two months this summer, on YOUR account. I tried time and time again to get it fixed but it was only this automatic process that walked me through it myself on the phone. I don’t have hours in my day to get my internet that I PAY FOR TO BE WORKING back up. I finally had it and had a representative come in after these two months and tell me that it was OUR router’s fault the internet had been down. So he installed a new one (how kind of him to waive the installation fee because he was already there). I asked him if there would be anything else I’d have to pay for it, aside from the $3/month service charge, and he said “no.” I had a witness there as well for this.
I get my bill, and there is an extra charge. For what? A router activation fee. Even though I was told, by the representative, that there would be no additional fees. I didn’t want to pay it, and I had a sneaking suspicion that nothing was wrong with my router (the one the representative claimed was faulty), so I took my router to Best Buy where I bought it. Lo and behold, my router worked fine. I went into my local Charter office with a signed receipt saying the router had been tested, but of course they made me go back to Best Buy and verify that it not only had been tested but that it WORKED (because saying it was tested and my word that that meant it WORKED was not good enough). This entire experience has been a nightmare.
The office manager or supervisor contacted me and told me she would waive the activation fee, like she was doing me some kind of favor. Well Charter, it was YOUR FAULT that you installed the router in the first place. MINE WORKED FINE. I DID NOT NEED A NEW ONE. I was going off of what your trusted representative told me and he was WRONG. You should’ve removed the charge without asking any questions when you saw that Best Buy verified my router worked, especially because I was told there would be no other fees. If I had known there would be, I would’ve told him not to install it. And now I am stuck with an $80 payment for two months of internet that didn’t work. Yes, we were not able to find time to get someone to our house during normal business hours during those two months we did not have internet, but my roommates and I were only free on weekends because we all worked full time and had class during the week. I tried multiple times during those two months to fix it over the phone but was unsuccessful. Plus the girl at the office told me I should be able to get my money back. It was your fault. Why am I paying it?
Oh, and the representative who installed the new router also took the power cord to MY personal router, and I am now told that two weeks is too long ago to get it back now. So I’ll have to pay for another one of those too. It’s been almost a week since the call from the “supervisor” and the charge she told me she’d remove was not taken off my bill, so we had to just pay it because it’s due very soon.
This has taken up so much of time and I have better things to do than deal with this HORRIBLE CUSTOMER SERVICE. You’d better believe I’ll be telling everyone I know about my experience and warning those who are thinking about going with Charter. All I see is an organization filled with people who don’t know what they’re talking about. And I am stuck with your services because no other [even somewhat] reliable ones are available in my area. Your advertising dollars are spent on commercials that tell me your customer satisfaction ratings are higher than ever. Why am I not seeing this? Charter is horrendous.