Today, March 11, 2009 a service technician from Charter Communications came out to make the switch to "the bundle". First of all, my wife received a call at 1:15 pm from the automated system confirming the appointment between 1 and 2 pm and no one showed up. However, close to 6:00 pm the service technician was at our door. My wife questioned why now at 6:00 pm does he show up, when someone was scheduled between 1 and 2 pm, and his response was "I don't know, they just do stuff like that".
After having had problems in the past with billing issues and scheduling, we decided just to let him go ahead and make the transition instead of having to wait for another schedule date. After an hour and a half he informed me that something was wrong with the alarm system; it wasn't working. Well, it certainly was working up until the moment he walked in the house. This unnerved me and I requested that he contact someone, perhaps his supervisor, and get someone over here who could troubleshoot the problem, and his response was "No one is available". Needless to say, my anger grew and his non-chalant attitude made it worse.
When he left about 7:30 pm I got on the phone and spoke to someone named Tony, who could not give me the answers I was looking for and demanded that he put me in touch with a supervisor. Again, his response was "There is no supervisor available, but I can schedule you for service on March 13th".
I made it very clear that they sent a service technician out to my home who obviously did not know what he was doing and now I have a non-functional alarm system and that this was unacceptable.
At about 8:00 pm I received a phone call from someone named Frank, who stated that he was a supervisor and told me that he had dispatched a service technician, and he would be at my home tonight. Well, at 10:00 pm, two hours later, no one showed and no one even bothered to call. Shortly thereafter, my wife put in another call and spoke to someone named Michael. He was, by far, one of the nicest people we have yet to speak with at Charter. He explained that he saw the notes in the computer regarding our calls, including the one from Frank, whereby he stated that he would dispatch a service tech. He said that he would make a phone call and call me back, but never did.
About 11:00 pm my wife made one more phone call and spoke to someone named Erica. She was of no help; she had no answers and my wife was beside herself at this point. The conversation ended with my wife telling her that this was not over and that she planned on calling the local news and corporate office.
When we called to make the switch we were informed that this would be a two year contract and if we cancelled there would be a $150.00 fee. Well, guess what - the switch was never made; instead we have a useless alarm system, and I plan on cancelling our Charter services. I dare them to try and get $150.00 fee out of me.
And by the way, Charter will get any and all bills incurred to repair and/or replace my alarm system!
To anyone out there considering Charter --- DON'T DO IT! Save yourself the money, time and trouble. They are not worth it.