Unfortunately, the email service is a free addon to your bandwidth subscription, making credit for email not possible. I apologize for your inconvenience. If you have any additional questions or need assistance please contact your local customer support center at 1-800-545-8926.
OK, a bit of a rant.
As I posted way down below the 95 Thesis, Charter Communications has recently changed their service to now force all users of their internet service to use Charter’s outgoing SMTP server. “For Spam reasons”, I’m told.
The problem is they didn’t communicate this change - either before or after implementation. So for a good day and a half, I was without outgoing mail service, and lost a couple hours of what would have been productive, billable time trying to figure out why.
So I sent Charter an email, requesting that I either be able to bill them for that time, or recieve a credit on my account. Above is the response, which shows that even Internet Service Providers can be clueless when it comes to customer service on the web.
First - the response shows clearly that they didn’t take time to understand my issue. I’m not asking for a credit for not using email. I’m asking to be compensated for the time it took to recover for an issue they caused.
Second - Why push me to use the phone if I have any more questions? Uh, if I wanted to call I would have called to begin with. Here we are in email, give me a way to continue the conversation via email. If I call the thread gets lost and everyone starts over again.
Third - for the cost of one month’s service they are likely to lose a customer. DSL is available in my area, the cost isn’t that different - what’s the aquisition cost for Charter for one customer? Probably more than the credit would be.
Anyway, stay tuned. I’m going to try and speak with local Charter management and push the issue a bit.
Comments are closed, but you can read the 1 comment from someone else.
kevin on October 31, 2003