Spectrum customers pile on complaints
Our new internet service provider, Spectrum (Charter Communications), the company that “merged” with Time Warner’s local cable, has come under increasing fire lately. Many consumers have been calling me about poor customer service, very slow and/or inconsistent internet speeds, higher monthly prices and no printed material available to consumers regarding offerings.
Unfortunately, these problems are not unique to customers in our area. Last month, the state of New York filed an 87-page lawsuit against Charter and its Time Warner Cable (TWC) subsidiary, claiming “that the Internet provider allegedly conduct[ed] a deliberate scheme to defraud and mislead New Yorkers by promising Internet service that they knew they could not deliver.”
Customers in our area are continually bombarded with spiffy, polished television commercials that depict Spectrum as a warm, fuzzy, feel-good neighbor providing great products and caring customer service. Spectrum claims the reason it doesn't have any printed materials for consumers is because their offerings are continuing to evolve and change too quickly to make print information relevant. Instead it refers customers and potential customers to their online information.
The online information is at best confusing and at worst deceptive. For those consumers not currently connected to the internet there is no readily available information about pricing or packages. The disconnect between what the commercials promise and what consumers experience is making for a dissatisfied customer base.
A symptom of a slow or dragging internet connection is the inability to watch a video from YouTube or Netflix without the video stalling. If you are experiencing a slow internet connection, you can download a program that will test and record your actual internet speed. Smart Phones can use an app named SpeedSpot, home computers can use a program called Speedtest. If you’re having internet connection problems, I would highly recommend that you use one of these programs to test and record your internet speeds.
If you’re experiencing problems with your internet service visit the Spectrum office located at 2305 W. Kathleen Ave. in Coeur d’Alene. There is no direct telephone access to consumers to this office. Don’t bother calling; you’ll be routed to a national call center. The national call center often misroutes, loses or otherwise ignores subscribers’ concerns, complaints and questions. The result is frustration and no resolution of customer problems. Go into the office in person. If you are unable to resolve your problems by talking with a customer service representative in person, please call or email me personally.
Coeur d’Alene has a franchise agreement with the internet provider. The agreement references “customer service standards.” The agreement with Coeur d’Alene is up for renewal on Jan. 26, 2019. Perhaps customer service standards need to be more specific and expanded. This agreement is voted on and approved by the City Council. Unless our current provider takes the community concerns and complaints seriously, perhaps citizens should address their concerns to the mayor and council members.
In the meantime, I would recommend that Spectrum assign an executive level representative to conduct a meeting or series of meetings with consumers in our area so problems can be addressed. A regional executive based in Denver called me. He assured me he would immediately address consumer complaints, concerns and problems to Spectrum corporate management for resolution. We’ll see.
This week Spectrum issues have taken up my allotted space for my column. I think this matter touches the lives of many in our area. The internet provides many with communications, information and entertainment and as such deserves the attention. Next week we’ll get back to other complaints, concerns and scams.
Until then remember the old adage: If it looks too good to be true — IT IS!
I have many more interesting cases that I’m working on as The CDA Press Consumer Guy. Call me, (208) 449-7222, email me CDAPressConsumerGuy
@gmail.com or fax me at (866) 362-9266. Also include your full name and a phone number. I am available to speak about consumerism to schools, and local and civic groups.
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Bill Brooks is the CDA Press Consumer Guy. He is an active Associate Real Estate Broker for Tomlinson-Sotheby’s International Realty in Coeur d’Alene.