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Charter HDTV - Page 104

post #3091 of 3557
Quote:
Originally Posted by kcaskey68 View Post

Umatter2Charter,
I just got off the phone to confirm my installation in my new home for Sat. Dec. 1st. When I called a week ago (11/17) I talked to 4 different people about my needs if I cancelled my DirecTV contract and gave you all another chance for my television needs. All 4 people quoted me different prices. The last Charter rep I talked to was Tanya, employee ID 41587. She swore/ promised me that for $109.97 (plus tax = $114,97) I would be getting 30 MB internet, 2 DVRs, HBO/CIN/SHOW free for a year, and every - let me state this clearly so you understand - every HD channel that Charter offers. We went through the list of channels that were important to me and she promised me that the channels would be included. She stated that a year from now my package would increase to $144.97 (plus tax =$152.94) and that rate would be locked in moving forward. Today (11/24) I called to confirm the details to find out that what I was promised is not what I going to get with the package offered. I was told that in order to get the additional channels I have to fork over another $10 per month (apparently for Tier 2 (?)) so that my bill would be $119.97 before taxes and that next year my bill would be $159.97 before taxes. mad.gif You have no idea how ticked off I am. I hate to be promised something that is not not being delivered with out forking over extra cash I really can't afford to spend. Why, why, why can't your support reps get their stories straight so I don't get the run around and end up being lied to and charged more for channels that I can get for a lesser price if I stick with DirecTV? Please convince me that I should not cancel my order and tell DirecTV not to cancel my services? I am already having to pay them $200 to cancel my contract to give you all another chance. This experience is leaving a very terrible taste in my mouth. In my line of work if I treated my customers this way I would be out of a job. If I promise one my customers something I go out of my way to fulfill that commitment - why can't Charter? My account number is . I really would like some answers, you reputation is already tainted, why pile on to it?

Hello kcaskey68,

I am terribly sorry for the inconsistent information and have sent you a private message so we can get this worked out.

John
http://www.charter.com/Umatter2Charter
Edited by Umatter2Charter - 11/24/12 at 1:15pm
post #3092 of 3557
Quote:
Originally Posted by tahoejoe View Post

Umatter2Charter:
Is anything being done to make web access to DVRs more reliable? It often is difficult to access ( messages like Security token is not valid, Sorry, there was an error processing your request., etc) or if it does load, it take a long time ( brings back unpleasant memories of dial up access)?

HTPC with CableCARD tuner and the ceton companion app.
post #3093 of 3557
Umatter,

My bill was surprisingly higher this month.

I sent a PM just now.
post #3094 of 3557
Quote:
Originally Posted by kcaskey68 View Post

Umatter2Charter,
I just got off the phone to confirm my installation in my new home for Sat. Dec. 1st. When I called a week ago (11/17) I talked to 4 different people about my needs if I cancelled my DirecTV contract and gave you all another chance for my television needs. All 4 people quoted me different prices. The last Charter rep I talked to was Tanya, employee ID 41587. She swore/ promised me that for $109.97 (plus tax = $114,97) I would be getting 30 MB internet, 2 DVRs, HBO/CIN/SHOW free for a year, and every - let me state this clearly so you understand - every HD channel that Charter offers. We went through the list of channels that were important to me and she promised me that the channels would be included. She stated that a year from now my package would increase to $144.97 (plus tax =$152.94) and that rate would be locked in moving forward. Today (11/24) I called to confirm the details to find out that what I was promised is not what I going to get with the package offered. I was told that in order to get the additional channels I have to fork over another $10 per month (apparently for Tier 2 (?)) so that my bill would be $119.97 before taxes and that next year my bill would be $159.97 before taxes. mad.gif You have no idea how ticked off I am. I hate to be promised something that is not not being delivered with out forking over extra cash I really can't afford to spend. Why, why, why can't your support reps get their stories straight so I don't get the run around and end up being lied to and charged more for channels that I can get for a lesser price if I stick with DirecTV? Please convince me that I should not cancel my order and tell DirecTV not to cancel my services? I am already having to pay them $200 to cancel my contract to give you all another chance. This experience is leaving a very terrible taste in my mouth. In my line of work if I treated my customers this way I would be out of a job. If I promise one my customers something I go out of my way to fulfill that commitment - why can't Charter? . I really would like some answers, you reputation is already tainted, why pile on to it?

Make sure that indeed the channels you want/expect to be HD are available in the HD tier.
post #3095 of 3557
Quote:
Originally Posted by Umatter2Charter View Post

Hello kcaskey68,
I am terribly sorry for the inconsistent information and have sent you a private message so we can get this worked out.
John
http://www.charter.com/Umatter2Charter

Don't the rest of your customers deserve some kind of explaination? If you're not trying to mislead your customers don't you have to stand behind what your reps say? I've ran into the same problem, not about pricing but on content, and was told your rep was misinformed-in other words throw the employee under the bus. That doesn't work. Its charter's job to make sure the people that represent you give accurate, consistant information. It shouldn't matter who you talk to, should it? I have had great success with you on this forum. But all the good public service offerred here is negated by allowing things like this to happen. This is not a rant against Charter-I'm really trying to understand why your own employees often seem so confused and why stories like this are so common.
post #3096 of 3557
Hi lonwolf615,

We cannot post account specific information publicly, which is why we ask for a private message. Rest assured that we completely agree with you. It is important for our advisors to provide accurate and consistent information to our customers. Issues like this are addressed internally, to prevent them from happening again. My team is very good at following through. If you have any specific questions concerning your account, please feel free to PM us.

Thanks,
Abby
post #3097 of 3557
I understand Abby, and I'm grateful for all the help you've given me. But this is a problem Charter needs to address don't you think? I'm sure you're aware of the bad image these knid of stories cause. It undos all the good work your team does. I understand if the local officces may be misinformed but it just seems common sense that any rep. should be on the same page as you guys before they're ever allowed to answer the phone. eek.gif
post #3098 of 3557
Not defending this behavior, but you'll get exactly the same thing from any cable or satellite rep, or from any rep for any product or service. You have to take some responsibility and do your homework to confirm what you're being told is true.
post #3099 of 3557
Quote:
Originally Posted by mdavej View Post

Not defending this behavior, but you'll get exactly the same thing from any cable or satellite rep, or from any rep for any product or service. You have to take some responsibility and do your homework to confirm what you're being told is true.

Thanks for the lecture, very valuable advice most people know by the time they're twelve. Doesn't really add much to the conversation though.The point is its in Charter's best interest to be consistant in their customer service.
post #3100 of 3557
If it's so obvious, then why didn't you or the OP follow it? Why are you trying to hold Charter, one of the most disliked companies in the US, to a higher standard than everyone else? Your advice is just as "valuable" as mine. You don't think Charter knows about this "problem" already? They will acknowledge your complaint, but don't see it as a problem and, like all their competition, won't address it. Their reps get paid to sell. If they bend the truth or tell the customer what he wants to hear, they sell more. There is no motivation for honesty or being educated about the services they sell. Have you ever bought a used car? Is that experience any different? These large companies aren't going to change their unethical practices any time soon. Buyer beware is the only practical solution.

EDIT: Like the poster below, I'm very happy with Charter as well. I was just commenting on the SOP of sale reps in general and the futility these complaints. I hate being lied to as much as the next person, but it's par for the course.
Edited by mdavej - 11/26/12 at 9:05am
post #3101 of 3557
I have been very happy with Charter for many years, except during the dark ages of NO HD when I switched to Uverse for a spell. I am currently happy with Charter now.

EDIT: except the discision to have $50 the minimum internet cost. That's not so good. A $25 to $30 tier should be available for those who cannot afford that even if they don't qualify for low cost on an income basis.
Edited by Sammy2 - 11/26/12 at 9:00am
post #3102 of 3557
Having worked for a large telecom company, based on my experience, don't put all or most of the blame on the reps. In one of my positions, I ran a sales and service organization targeted to small business. Most of the problem was due to horrible support systems and lack of training. The corporation just did not want to spend money on updating their systems or take the time and money training their people. Most of the people that worked for me were honest and tried to do their best, but they were hamstrung by the company. Yes, there were a few bad apples, but they either straightened out or were fired.
Quote:
Originally Posted by mdavej View Post

If it's so obvious, then why didn't you or the OP follow it? Why are you trying to hold Charter, one of the most disliked companies in the US, to a higher standard than everyone else? Your advice is just as "valuable" as mine. You don't think Charter knows about this "problem" already? They will acknowledge your complaint, but don't see it as a problem and, like all their competition, won't address it. Their reps get paid to sell. If they bend the truth or tell the customer what he wants to hear, they sell more. There is no motivation for honesty or being educated about the services they sell. Have you ever bought a used car? Is that experience any different? These large companies aren't going to change their unethical practices any time soon. Buyer beware is the only practical solution.
EDIT: Like the poster below, I'm very happy with Charter as well. I was just commenting on the SOP of sale reps in general and the futility these complaints. I hate being lied to as much as the next person, but it's par for the course.
post #3103 of 3557
First of all, this is an internet forum, nothing is going to change because of what is written here. I don't expect Charter to suddenly slap their forehead and say: "My god, he's right" and change their policy. But as you pointed out they are one of the most unliked companies in the country, as are most of the other major cable companies. Being on this forum seems to be an attempt to change their image and as I said they have been helpful to me so I'm speaking in good faith. And its not true that every company behaves with a customer be damned attitude. Amazon has always had a reputation for responding to their customers needs, for example. Even buying an used car isn't what it used to be-a lot of companies have learned its in their own self interest to keep the customer satisfied. If you read my posts a little more carefully you'd see it wasn't so much a complaint as an inquiry as to why their isn't more of a consistant policy in dealing with their customers. And frankly its insulting when you assume someone hasn't "done their homework' or is somehow not as wise or experienced as you.in the way companies are run. The point was what Charter could do better, and taking the focus off them and blaming the customer is an entirely different conversation. Yes, I believe Charter can do better. I also believe they will benifit by serving their customers better in the long run. At least some of those in the company seem to agree, or why else are they on this forum? Call me naive if you like but I think its in Charter's best interest to have all their reps be as responsive and helpful as those that post here.
post #3104 of 3557
No offense intended. Point taken. I guess I've been burned too many times, so I'm quite cynical.
post #3105 of 3557
No worries, its all good. smile.gif
post #3106 of 3557
Umatter2Charter:

Any progress on the web DVR page? Now the listings show up pretty quickly, but the DVR Manage page shows no DVRs.
Also, any progress on external storage for the DVRs?
post #3107 of 3557
I got the DVRs to shown up by signing out and signing back in. Would still like an update on external storage for the DVRs.
Quote:
Originally Posted by tahoejoe View Post

Umatter2Charter:
Any progress on the web DVR page? Now the listings show up pretty quickly, but the DVR Manage page shows no DVRs.
Also, any progress on external storage for the DVRs?
post #3108 of 3557
I use a CableCARD tuner with a dedicated Media Center PC (HTPC) and the ceton companion smartphone app. With this I have access to my guide listings and DVR from anywhere in the world there is mobile data service or WiFi. I can toggle it to act as a remote too when I'm in my Family Room / Home Theater. Add to this the use of the ceton Echo. Add to that the cost savings of not paying DVR "taxes" to charter and it is a no brainer.
post #3109 of 3557
Quote:
Originally Posted by tahoejoe View Post

I got the DVRs to shown up by signing out and signing back in. Would still like an update on external storage for the DVRs.

I'm glad you were able to get the DVR's to show for you. For future reference, you can find trouble shooting steps here in case you haven't already seen this.

http://www.charter.com/DVR

As for the external hard drive operation, we understand this is a highly sought after option and are still working to get the software issues resolved so we can roll this out as quickly as possible.

If our team can help with anything regarding your account, please send us a direct message and we'll do what we can to assist you.

Thank you,

Steve
post #3110 of 3557
Hi charter folks!
Recently some shows on Cartoon Network (Adult Swim really) are being marked copy protected. This is usually on the shows at 10pm-12am PST. It may be at other times too, but I'm not watching. Should Cartoon Network be copy protected? I'm in San Luis Obispo with a ceton infinitv. Thanks for your help!
post #3111 of 3557
Quote:
Originally Posted by Umatter2Charter View Post

I'm glad you were able to get the DVR's to show for you. For future reference, you can find trouble shooting steps here in case you haven't already seen this.
http://www.charter.com/DVR
As for the external hard drive operation, we understand this is a highly sought after option and are still working to get the software issues resolved so we can roll this out as quickly as possible.
If our team can help with anything regarding your account, please send us a direct message and we'll do what we can to assist you.
Thank you,
Steve

Again, case in point, with an HTPC I can use as many TB of HDD as I can afford and am not waiting on software issues to be resolved beyond my control.
post #3112 of 3557
I've set up two HTPCs, but I do enjoy the convenience of having a DVR for each of the TVs i use on a regular basis. With the current pricing structure, if you are going to have a Charter DVR, you might as well have multiple DVRs since they are only $5 each additional. At this point, I can afford the extra expense but have the ability to dump them if they do become more expensive or more of a hassle.
Quote:
Originally Posted by Sammy2 View Post

Again, case in point, with an HTPC I can use as many TB of HDD as I can afford and am not waiting on software issues to be resolved beyond my control.
post #3113 of 3557
Charter Eliminates Social-Media Customer Care Group

MSO Says Only a Very Small Percentage of Subscribers Interacted With 'Umatter2Charter' Team

By: Todd Spangler Dec 5 2012 - 1:11pm

Charter Communications is eliminating the “Umatter2Charter” group that has been dedicated to resolving customer issues on social media sites such as Twitter and Facebook, the company confirmed.

“Charter will no longer have a customer care team tasked specifically with resolving matters raised on social media,” spokeswoman Anita Lamont said in an emailed statement.

Charter’s elimination of the social media group was reported Wednesday by DSLReports, citing an anonymous source.

According to the St. Louis-based operator, only a very small percentage of customers interacted with the company through social media. “We believe speaking directly with a customer is a more personal, effective and consistent way to answer questions, solve an issue or provide information, and we will focus our efforts on these means of communications,” Lamont said. “We’re committed to treating our customers with great care, and we believe that person-to-person interaction accomplishes that in a more meaningful way for more of our customers.”

On Charter’s Umatter2Charter website, 16 staff members are listed. The members of the social media team have been offered positions with Charter’s call center operations that would be effective Jan. 1, 2013, according to the DSLReports posting.

"The Umatter2Charter folks have been made aware of open positions to apply for within Charter’s customer operations team," Lamont said.

http://www.multichannel.com/cable-operators/charter-eliminates-social-media-customer-care-group/140555
post #3114 of 3557
I'm sorry but this is a STUPID decision on Charter's part. The UMatter2Charter team is the ONLY way that I could have navigated several billing/service issues over the past few years. If I have to go back to regular customer support I may have to kill myself (or at least find another provider!!)
post #3115 of 3557
Quote:
Originally Posted by TBarclay View Post

I'm sorry but this is a STUPID decision on Charter's part. The UMatter2Charter team is the ONLY way that I could have navigated several billing/service issues over the past few years. If I have to go back to regular customer support I may have to kill myself (or at least find another provider!!)[/quote

Agreed.
post #3116 of 3557
Quote:
Originally Posted by TBarclay View Post

I'm sorry but this is a STUPID decision on Charter's part. The UMatter2Charter team is the ONLY way that I could have navigated several billing/service issues over the past few years. If I have to go back to regular customer support I may have to kill myself (or at least find another provider!!)

I agree.

I don't think my CableCARD tuner would be working today if it weren't for the UMatter2Charter team. The disbanding of this team by Charter shows me that we actually don't matter, especially customers with alternate devices outside the set top box.

This is a most lame decision on the part of Charter but they, like all telecoms especially when they have a target market, really don't care.

It seems that they could do chat support and this at the same time if they don't already.

Wishing the best to the team. Sorry that Charter is short sighted in this regard.
post #3117 of 3557
Crap. When my tuner ultimately fails, that will be the end of the HTPC and cable for me. Then it's back to satellite. As you said, our cable cards wouldn't work without Umatter, and if anything goes wrong, probably never will again.

The cynic in me sees this as not just cost cutting, but also a way to attempt to kill off the cable card which is eating into their profits. Last I read there are only about 40,000 of us cable card Charter subs. But that's a minimum of a million bucks per month in potential DVR fees. What they aren't factoring in, is there is no way in hell I'll ever pay $25/month for a lousy cable DVR. I'll go back to satellite in a heartbeat. I'm sure many others feel the same way.

If any of the Umatter team is listening, I'd just like to thank them one last time for going above and beyond and wish them all the best in their new endeavors. They were the best and most effective customer service reps I've ever dealt with.
Edited by mdavej - 12/5/12 at 8:21pm
post #3118 of 3557
Hello All!

As you have heard, Charter will no longer have a customer care team tasked, specifically, with resolving matters raised on Social Media. The good news is there are other jobs available within Charter for all of the Social Media team members.

As is our nature, we wanted to provide you with a timeline of how we will execute this transition.

Monday, December 10, 2012: We will no longer respond to posts that we discover while conducting Charter searches. We will, however, continue to respond to Private Messages until Saturday, December 15th.

Friday, December 14, 2012 (5pm): All the Umatter2Charter accounts (which includes: Umatter2Charter, Twitter's @Charter, all our individual accounts, as well as the Umatter2Charter Facebook page, other Forum accounts, and accounts on Consumer Advocate Sites) will be removed. Charter will continue to have a presence in Social Media spaces via @CharterCom, Facebook.com/CharterCom, and Youtube.com/CharterCom.

Monday, December 31, 2012: We will transition to our new roles. If there are any outstanding issues on the 31st, we will refer them to the appropriate departments for follow-up and resolution.

It has been our pleasure to work with all of you.

Josh Chapman
Social Media Supervisor
post #3119 of 3557
Quote:
Originally Posted by Marcus Carr View Post

Charter Eliminates Social-Media Customer Care Group
..... “We believe speaking directly with a customer is a more personal, effective and consistent way to answer questions, solve an issue or provide information, and we will focus our efforts on these means of communications,” Lamont said. “We’re committed to treating our customers with great care, and we believe that person-to-person interaction accomplishes that in a more meaningful way for more of our customers.” . . .

So at least they'll be getting rid of their automated response telephone system too, right? rolleyes.gif
post #3120 of 3557
Bogus.

The rest of the world is going to social media and a MEDIA company like Charter decides to pull away.
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