Customer Service Rant

I've had issues with my cable/internet provider for some time. For the better part of two weeks, I had been having issues with my internet connectivity. I've called, but when I call, I'm by necessity not at my computer because I'm at work. I use their online help which basically reroutes me back to the phone. I use their chat window, which over several attempts has been nothing short of an abomination. After my last encounter with the "chat window," I decided I would keep it open and keep the written record of what goes down. You know, "just in case."

On this day, I called Charter Communications to again complain about my internet. I again called from work - and was told to call back when I had access to my computer. Okay, well, when I did that...there was no local customer service and the outsourced telephonic help provided the most inane customer service conversation I've ever had.

So, I again tried to logon to the Charter website and email my issue - apparently no can do. So I again tried the online support. For your enjoyment, I've provided the complete transcript of my 35 minute - 35 minutes! - conversation. This after over an hour of trying to connect to the website.

You will see several times the words " Currently experiencing network delays, one moment please...." THAT was when my modem would show only that there was power going to it. No signal at all.

And now, without further ado, my customer service nightmare continues.

A representative will be with you shortly.
You have been connected to TTD Rhia .

TTD Rhia : Thank you for contacting Charter Communication. This is Rhia. How may I help you today?
Mo Morrissey: Hello. My internet connection has been unstable for over a week. In fact, it has taken me over an hour to get to this website to login because the connection has gone off more times than I can count
Mo Morrissey: If I disappear it's because the connection has again failed
Mo Morrissey: I called earlier today from work, they told me to call when I got home. I called then and no one is there to help me.
Mo Morrissey: /note
TTD Rhia : I am sorry to hear the difficulties that you have been experiencing with your internet connection. I can certainly help you check why your internet connection has been dropping off.
TTD Rhia : Please verify the phone number starting with the area code, the name listed on the account, and the complete service address.
Mo Morrissey: [phone number]
Mo Morrissey:

Mo Morrissey: Mo Morrissey
Currently experiencing network delays, one moment please....
TTD Rhia : Thank you. Please give me a moment to pull your account.
Network connection re-established.
Mo Morrissey: Thank you
TTD Rhia : May I know if you are using a router or a modem?
Mo Morrissey: modem
TTD Rhia : You may please try to reboot your computer.
Mo Morrissey: Um...okay
Mo Morrissey: Won't that kind of, you know, disconnect this conversation?
Currently experiencing network delays, one moment please....
Network connection re-established.
TTD Rhia : Yes, it would. If this would not resolve the issue please contact us again for further troubleshooting steps. Thank you.
Mo Morrissey: I have to tell you, I've done that several times this evening. I would prefer to try something else
TTD Rhia : I need to send signal to your modem.
Mo Morrissey: Okay
TTD Rhia : Is there anything else I can help you with today?
Mo Morrissey: Um...have you helped me?
Currently experiencing network delays, one moment please....
TTD Rhia : Yes, because I will send a signal to your modem.
Network connection re-established.
Mo Morrissey: And the signal will do what?
Mo Morrissey: I don't know what we're trying here. So far you've suggested I turn off the computer, then said you'd send a signal to the modem...for an as yet undefined reason
Currently experiencing network delays, one moment please....
Network connection re-established.
TTD Rhia : That is the basic steps to resolve the issue.
Mo Morrissey: Kind of already done all this days ago
Mo Morrissey: Utterly unhelpful
Mo Morrissey: Kind of looking for a higher level here.
TTD Rhia : That is the best thing that I can do for the moment. We need to send a signal to your modem first.
Mo Morrissey: dynamite.
Mo Morrissey: I'm totally on board
Mo Morrissey: let's do it
TTD Rhia : Let me also check if there is an outage report in your area.
Currently experiencing network delays, one moment please....
Network connection re-established.
Mo Morrissey: Each time there's a "network delay," my modem goes dark...
TTD Rhia : There is no outage in your area.
Mo Morrissey: ok
TTD Rhia : Please verify the modem Mac ID so that I can check the status of the modem. It is a 12-digit group of numbers and letters located at the back or at the bottom of your cable modem.
Currently experiencing network delays, one moment please....
Network connection re-established.
Mo Morrissey: [numbers reported]
Currently experiencing network delays, one moment please....
Network connection re-established.
TTD Rhia : Thank you.
TTD Rhia : Please give me a moment.
TTD Rhia : Your modem signals are all good.
Currently experiencing network delays, one moment please....
Currently experiencing network delays, one moment please....
Currently experiencing network delays, one moment please....
Connection closed due to network problems.