There's an interview with a former in-the-trenches Charter customer service rep in today's Savvy Consumer column in the Post-Dispatch. I found this segment of the story telling:
"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.
To read the complete story, click here