If you read my last post regarding my Charter Communications experience, you'd know I was anything but happy. Well, today I received an interesting comment on that post.
I think you are absolutely right, that is fair. We are very sorry that you had such a terrible experience with your Transfer order, and would like to make it right. Please e-mail me the name, address, and phone number on the account to Umatter2Charter@chartercom.com, and I will make sure the Transfer fee is reversed. In the e-mail, please include a link to this blog.
Thank you for continuing your service with us.
Eric Ketzer Charter Social Media Communications Manager http://www.charter.com/Umatter2Charter
Wow, apparently they found my post. I didn't know if it was real at first (it actually was in my spam queue), but I decided to give it a shot just to see what happened.
I contacted the provided email address with all the required information, and in less than 15 minutes I received a phone call. It was Eric from Charter.
He told me that the transfer fee had been waived, and that he was going to lower my cable and internet package rates (all said and done, it was a $15/mo savings, plus the discounted $20 transfer fee) to help compensate for my rough experience. Talk about above and beyond!
If more companies had a social media team that was constantly on the look-out for situations like this, I'd bet customer satisfaction would be higher. Charter, thank you for taking the time to listen to my complaint, and thank you for actually trying to help compensate me properly.