Charter Cable; It’s your fault, really.

I decided to get the 24 month price guarantee, and that was probably a bad move. But, I did it. Quoted on the phone for 39.99 a month, down from $69, So I was happy. Then a letter comes in the mail. “Your modem rental is going up from $5 to $7 a month.”, nice rate hikes on guaranteed prices. But at $2, I will wait to get my own cable modem for now.

Today I got my bill, $49.99, yes, $10.00 more then I was quoted on the phone! I called Charter and they explained that I have an Internet upgrade for $10.00 and that is why it is more. Ok, I can live with that, it makes sense, but, Why did they lie to me? In the original call I was quoted $39.99, Why didn’t the CS (Customer service) agent just say $39.99 plus $10.00 for the Internet upgrade!

Well, like a good netizine I twittered about this…

@Randal2k Randal2k

#charter lies again, quoted $39.99 a month for internet on 24/m agreement, getting charged $49.99, #FCC deregulate Cable soon!

And charter replied…

@CharterSteve Steve Creameans

@Randal2k Sorry to see you say this. We’ll be happy to break down the charges for you. Plz follow and dm the PIN/Security code for account.

They will be “Happy” to break down the charges? why? I know I was told $39.99 and it’s really $49.99 and that this was a lie from a customer service agent. I also know that the real price of $49.99 is what I will need to pay.

So, I replied….

@Randal2k Randal2k

#charter @CharterSteve "Sorry to see you say this. We’ll be happy to break down the charges for you" (I get it, but a lie is still a lie!)

and they replied…

@CharterSteve Steve Creameans

@Randal2k Sorry you feel that way. The price guarantee rates apply to the base service and exclude upgrades and (cont) http://tl.gd/bd0nem

Why do I get the feeling that they are trying to make me look like I am an idiot? I understand the bill, I understand the price, I have issues with the Customer service agent lying to me… as charter is known to do a lot.

So, I replied…

@Randal2k Randal2k

#Charter @CharterSteve "price guarantee rates apply to the base service and exclude upgrades" (tell CS this. I was told 39.99 by them.)

and….

@CharterSteve Steve Creameans

@Randal2k We’re sorry for the confusion we caused in explaining the promotion. Do you have any other concerns we can address for you?

I don’t think they get it. I understand the promotion and I understand the bill. I do not understand why they chose to lie to me on the offset, or perhaps the customer service people don’t know what the promotion is? Perhaps CharterSteve can fill them in? really though, I cannot decide which is worse, lying or just plain ignorance, either way it’s costing me $10 a month, I didn’t know about.

The best thing I can tell anyone dealing with charter is, “get it in writing” first.