Charter Communications

A Culture of Ineptitude
Whether business or residential, Charter Communications in Sheboygan (and nationally) has consistently demonstrated what can only be described as the fourth worst customer service in the history of mankind. Look out Comcast, Time-​Warner and Cox — someone’s looking to move up.
From the representatives at the local store, to the installers and engineers, on up the corporate ladder there has never been an organization that is more dedicated to ruining whatever hope you had of coming out of a transaction with a positive experience.
Charter’s only redemptive quality might be their exasperated business sales executives, who must spend their entire day running around wrangling the untamed wild that is their gaggle of field operatives. If they can manage to get their service techs back out to resolve their messes, don’t expect any real apologies. Instead you’ll get a sarcastic smirk from someone who is well aware that you have no alternative for the cost.
The local store representatives have no communication or semblance of homogeneity with the national service reps. Call their 800 number (the only number available, as Charter has discontinued all local numbers for their stores) and they will tell you one thing, leaving you fuming after you drive to and leave the store, burned again, after having been told another by the local reps. By the way, you can save time on your way to being disappointed by repeatedly uttering the word «agent» to the 800 number auto-​attendant. At least you can quickly get to a live person who will invariably be wrong.
On the business installation side you’ve got disappearing techs who will up and leave for hours in the middle of a job (with all their equipment and materials left behind). When they wander back in near the end of your business day expecting you to stay late so they can finish, the only explanation is «we had another job».
Overpromising and under-​delivering is a staple of their sales game. Sales reps and «engineers» will come out before your installation and go over every detail. When they arrive to complete the installation every expense will be spared to finish the install as quickly and cheaply as possible. Promises by the tech to schedule more time «next week» to finish the job right are never fulfilled. No rep will ever call back unless you chase one down.
The strangest interaction with Charter I have ever had was with the installation of underground cable to a commercial building. The crew that came out to install the lines from the street just showed up and started digging a hole in the parking lot. Not one person from Charter or the contractor ever called to let us know they were going to be showing up that day. No contractor ever came into the building to announce themselves or their intentions. It wasn’t until someone mentioned to the receptionist that they had spotted a hard hat sticking out from a five foot hole in the ground that anyone knew work had started. That crew ended up leaving a mess in what was previously a compacted gravel drive.
In summary, Charter is not the company you want, it’s the company you deser… are stuck with.