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Charter Communications / horrible customer support

1 United States Review updated:

Today, at the hands of Charter Communications, I had the worst customer service that I have ever experienced. Two weeks ago we scheduled a service call to expand our existing service from an old house to a new house that we had constructed next door. I took vacation time to be home for this service call. This morning I confirmed the appointment which I was informed would occur between 1:00 and 3:00. By 3:45 no one showed. I called Charter and explained the situation, I was put on hold and disconnected. So, I called Charter again, explained the situation, was put on hold and again disconnected. So, I called a third time, explained the situation including the two disconnects and asked that, if a disconnect happened a third time, that the customer service rep please call me. I was told that Charter is not set up to do that. The service rep, Jennifer, then informed me that Charter's records showed that they did not have a service call scheduled at my address for today. I expained a second time to Jennifer that I confirmed the service call earlier today. She said that she was sorry but that she couldn't do anything about that. I asked to speak to her supervisor. She put me on hold, checked back with me twice to say that she still had me on hold and finally said that the wait time would be about 25 minutes. I asked that she have a supervisor call me so that I wouldn't have to wait. She said that Charter was not set up to do that. I will be disconnecting my Charter service this coming week and I urge any customer who values even decent customer service to avoid Charter Communications.

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