Friday, December 19, 2008

Charter Cable: Fool me twice, shame on me

So the memory of the last run in with Charter Cable faded enough for me to try again to set up broadband access at a secondary residence.

Note to the world: Never, ever, involve yourself with Charter Cable if there is any alternative. And I mean any. Starbucks usurious broadband fees look positively welcoming in comparison..

This time the issue was much the same as last. Call into customer service—a term Charter takes very lightly. Set up another appointment to install broadband internet access. Withstand a barrage of upselling/cross selling attempts. Do we want 256 digital stereo music channels? Sorry no. Just broadband. I set myself up as an authorized user on the account, complete with pin number and all sorts of legalities involving verbal agreement with the account holder who was on the horn with me and Charter lady. Check, check, check

Set up the appointment for the holidays.

Last night, sensing a need to reconfirm, Call into "customer service" to check the work order and the charges we had discussed. Once again, after long waits, the rep has no record of my account holder status. No record of what the charges would be. Nothing. In what I suspected would be a futile attempt to fix the situation, I ask for the supervisor. She was surly right off the bat. I try to cancel the installation. No can do! Have to talk to someone else for that.

Take the night off to cool down. Call into Charter this morning. Navigate moronic voice mail system. Get into automated appointment queue. Turns out there is a way to confirm an appointment automatically but to cancel, you have to talk to a CSR—you got it—the dread "Customer service rep. More hold time.

This person tells me I need to talk to yet another person. I do so. Appointment is allegedly canceled.

Here's betting that the install guy shows up anyway.

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