October 18, 2014

2:00pm

48 hours later (remember he promised me within 24-48 hours someone would be out to fix it.

I haven't seen nor heard from anyone at Charter

I tweeted and retweeted a bunch of statements

RT'd a bunch having similar problems

Called

Spoke with Candace

no action

she read back to me what the guy found on 10/16/14

"he determined the line is damaged"

I reminded her he told me within 48 hours someone would be here to fix it

I told her I had called within an hour or so after he left to confirm this but a ticket hadn't been turned in yet. 

She said "it says there is no feed into the line"

So, she will ESCALATE the situation (once again). 

She will not let that same guy come to the house because I told her he's done absolutely nothing the two times he's been here. He never comes to check anything other that the outside. Both times he's been the one to find out there is actually something wrong but he doesn't follow up. This time he never even turned in a ticket stating that it needed to be fixed. So how are they supposed to know it needs to be fixed if he doesn't tell them. How long was he going to wait before he turns in a ticket. 

I walked up the street and saw that at the top of the hill the line is severed. Someone had to have run over it with a lawn mower or car. It crosses over 2 yards and one driveway exposed. It's been like that for a very long time. I just didn't know it was my line.

So, if I hadn't call no one would know it's not fixed. He never sent in a work order so she says she would assume it was fixed and he's the one who fixed it and my services are up and running.

Dispatch called at 8:48 pm - WOW
Asked if I would be available from 1-3 pm tomorrow. Indeed.

October 16, 2014

1-3 pm appointment

came at 2pm

was outside for quite some time

came back to say, "definitely an outside problem"

same guy with shaved eyebrows that came when it was out the first time this summer

He stepped inside this time but never looked at the tv or modem

Said someone "up the street" must have ran over the line or may have mowed over it."

He verbally promised that 24-48 hours someone should be out to fix it. 

I called Charter within an hour or so to confirm that this information was shared with Charter or Dispatch unit. 

Of course, she said she didn't see anything yet but to give them some time to get it in the system.

October 15, 2014

Left work at 2:30p today
I called back at 5pm
no one showed up for 3-5 pm appointment
Received no call to inform me that there is yet another OUTAGE in my area so all the technicians were called in.

When I called again, she says there is an outage and they will schedule me for tomorrow. I said get me your supervisor. I was on hold for 20 minutes.

I asked her if she was a
"a supervisor who cares about her customers"
"can make decisions"
"do you have my information in front of you "
I'll give you 2 minutes to look over my file and tell me what you would do"

Kanopy - supervisor on the floor in St. Louis

THUS FAR I HAVE
Endured 2 complete outages
Taken 6 - 1/2 days off
Waited for 4 no shows with no call or indication they were not coming for whatever reason
Waited over 2 months for line to be buried
Escalated twice


I asked Kanopy why they don't call when there is an outage and canceling the appointment. They are able to call me to let me know the outage is resolved.

She says they have suggested that to management
Kanopy said she would call me back within the next 30 minute
I was off phone with her by 5:45 pm.
She said the dispatch should call within the next 15 minutes

Yeah, Kanopy never called back. Dispatch did call though. Appointment set for 1-3p tomorrow (October 16)

October 10, 2014- Escalation

Dispatch was supposed to call at 9am

Surprise, surprise... No call!

I called at 9:30am

Got Sherri in New England office

no indication that the guy last nite put a ticket in ..."scratch that"

8:43pm 2 tickets are open

then 1 closed and 1 open

tickets will be responded to within 1 hour

She is forwarding to an ESCALATION TEAM

They will follow-up within an hour

"I'm concerned too", she says. "I wouldn't want to be without my cable that long"

She was very good at her job

BUT she said she would call me back and keep an eye on my account-he never did

We hung up.

They called back and an appointment was made for 1-3 pm.

No one showed up, still no service and I have taken nearly a day off of work not only waiting on these people but sitting on the phone every time trying to get someone to complete this process instead of starting over overtime I call.

October 9, 2014

Got call stating that the outage in my are was fixed-what outage?
Shakira-
I called at 8:45 am
They cancelled my 10a-12p appointment Friday because they saw my appointment for October 8 and assumed that everything was taken care of. They should know that the appointment was cancelled because of an outage.
We all know there was no outage.
Shakira couldn't find anything about an outage

Arranged for Dispatch to call me at 9:00 am tomorrow morning because they can't come to day because??? Is there an outage or not.

October 8, 2014

I got three missed calls from Charter but they didn't leave a call back number or a message.

Valerie
Couldn't schedule a trouble call because there is ...you guessed it "an outage in the area"

When I called, back the girl couldn't see where there was an outage in my area.

October 3, 2014

12:00 pm  Called to get Technician out again.

Instead after speaking to someone who wanted to take me through all the unplugging, recycling, and setup again I just asked to talk with a supervisor.

I told them I just want to cancel my service.

After speaking with Samantha and calming down she promised to put me on a "Retention VIP ticket" to give me "time to think about t it". 

She tried to call dispatch to get someone out but they were closed for the day. She put "a ticket" in and said that Dispatch would call at 9:00 am tomorrow when they open. 

October 1, 2014 Cable/Internet is out again

October 1 my cable and internet service are out once again. I'm talking black screen and no internet at all.
Here we go again.
I'll wait 2 days and see if it's "an outage in my area"