A Good Experience with Charter Cable

By: Tom Crabtree | News Channel 7
Published: July 09, 2008 | 0 Comments | Post a Comment

Over the years, "7 On Your Side" has probably received more consumer complaints about Charter Communications than any other company.

But this time, I want to share with you something good about the company, and it's based on a personal experience.

I had two problems recently with my cable TV service, so I called Charter's toll-free repair line.

First, I was guided (via a recording) through a diagnostic program that tried to help me solve my TV problems myself.

It didn't solve the problems, so then I talked with an actual person to schedule the repair.

While I was on the phone, the service representative asked if I would care to go through an assessment of Charter's service. I hadn't done this in a long time, so I agreed to answer her questions.

Generally, I gave Charter pretty good marks, although I did say I thought the movies offered on the regular movie channel were mostly junk, and I have a difficult time finding a movie that interests me.

Because I was disappointed in the movies, the service representative shaved a few dollars off my bill, even without me asking for it.

I still pay Charter an arm and a leg each month, but maybe now I've saved a toe.

The repairman's visit the next day was set for between 9 - 11 am. At approximately 10:25, my cell phone rang. A recorded voice asked to confirm my service appointment (press 1) and said the technician would arrive by 11:10 am.

Just a few minutes later, he drove up.

Within a short time, he had one of my problems fixed and had arranged for crews to come fix my other (more serious) problem.

It wasn't long before two Charter trucks were on my street. One of the repairmen told me the problem had been found, and he believed it was fixed. I'll see for myself when I go home tonight.

Charter says it's been working to improve customer service, and on this occasion, the improvements were noticable and impressive. I felt like the company valued my business and my time.

I hope the next time you need a cable TV repair, your experience with Charter is as positive as mine on this occasion.