Anyway, I had the following chat with them, which I found funny enough to copy and share with a number of my friends and family. Obviously, I'm kind of being an over-the-top, pompous "nice guy" throughout ... but the way it gets dished back to me is hilarious.
Due to the reaction from the friends and family I already shared this with, I figured I would post it publicly and allow others to enjoy the comedy. Here goes:
You have been connected to DAC Rio .
DAC Rio : My name is DAC Rio. Thank you for contacting Charter Chat Sales, I’ll be taking care of you today! How can I help you?
Bob Wothe: Good morning.
DAC Rio : Morning.
Bob Wothe: I'm currently a customer and have on my calendar that my current promotional pricing runs out next month, so I wanted to check to see what else Charter can offer.
DAC Rio : I would be happy to see what we have going on right now.
DAC Rio : To get started, may I have your full address including zip code or the account number to bring up your account?
Bob Wothe: XXXXXXXXXXXX
DAC Rio : Thank you very much for that information. Please bear with me just a moment.
DAC Rio : Thanks Bob. If I may access your account, could I please have the security code (4 digit code found on upper right corner of your statement) or the PIN (4 or 5 digit code that you chose as a personal identifier when starting your services)?
Bob Wothe: The account number is XXXXXXXXXXXX
DAC Rio : Thank you.
DAC Rio : Might I ask what you are currently doing for phone service?
Bob Wothe: We do not have a home phone, nor are we truly interested in one.
DAC Rio : Not a problem.
DAC Rio : I deeply apologize for the inconvenience, but being in Charter's New Sales Department, I am unable to apply new sales codes to an account. Would it be alright for me to transfer you to a Specialist in our Customer Care Department so you will receive the most accurate assistance? They will be able to read through our chat transcript so you do not have to repeat yourself.
Bob Wothe: Sure! Thank you.
DAC Rio : My pleasure, one moment please.
DAC Rio has left the session.
Please wait while we find an agent from the CHAT - MDVL - RETENTION department to assist you.
All agents are currently busy. Please stand by.
You have been connected to TTM Rhonda .
TTM Rhonda : Hello, my name is Rhonda. Welcome to Charter's Live Online Chat.
Please give me a few moments to review the chat notes and your account. Thank you.
Bob Wothe: Good morning! Thank you.
TTM Rhonda : I would be concerned with the billing also,
I will be more then happy to see what we can do with your bill.
TTM Rhonda : Please hold while I check on this account. Thank you.
TTM Rhonda : I have this promotion available.
TTM Rhonda : Our $89.98 24 month price guarantee includes Digital Home (expanded basic and a box),
12 meg Internet, and wire maintenance. With this the price will not change on the package
for 2 years. Please keep in mind this does not include the Internet modem $7.00
or any of the extras that you may have on the account.
This does involve a service agreement, I will send you the terms
Bob Wothe: That sounds like a good start. I don't think we'll need the wire maintenance, though, so we can take that off, but we do want to keep our DVR and HD service.
Bob Wothe: (We also own our own modem, FYI.)
TTM Rhonda : This is the plan as is.
TTM Rhonda : No substitutions or changes.
Bob Wothe: So we're being forced to pay for wire maintenance and can't get DVR or HD?
TTM Rhonda : You asked for the plan and this is the plan.
Bob Wothe: I appreciate that.
Bob Wothe: I'm just looking for clarification: Can we keep our DVR and HD?
TTM Rhonda : Yes. you can.
Bob Wothe: But we can't remove the wire maintenance, correct?
TTM Rhonda : correct.
Bob Wothe: Very good, thank you. So, we'd be paying $89.98 for the expanded basic + Internet + wire maintenance. What would the total monthly charges come to, then, if have DVR and HD as extras?
TTM Rhonda : This information can be found on page 3 of your bill.
Bob Wothe: Oh, I'm sorry, I don't have that in front of me. Could you please assist me with that?
TTM Rhonda : 89.98 + 15.00 (DVR) + 10.00 sportsview
TTM Rhonda : But you supplied your account number.
TTM Rhonda : Before taxes and fees.
Bob Wothe: I'm OK with dumping the sportsview to save $10/month.
Bob Wothe: Is there no longer an HD charge?
TTM Rhonda : As long as you have the DVR HD will be free.
Bob Wothe: Oh, very nice.
TTM Rhonda : This is also on page 3 of your bill.
TTM Rhonda : You have not been paying for it.
Bob Wothe: So, $89.98 + $15 for the DVR = $104.98 per month before taxes and fees
TTM Rhonda : Yes.
Bob Wothe: And that's good for 24 months? No early cancellation fees would apply?
TTM Rhonda : Here are the terms.
TTM Rhonda : 1. You have selected the Charter Bundle Package with the 24–month Price Guarantee.
2. You agree to subscribe to the entire package and make timely payments for 24 months beginning on the first day
you receive High Speed Internet service under this offer.
3. If you cancel ALL OR PART of this package you will be subject to an early termination fee of up to $150 during
the two year service agreement and the price guarantee discount will no longer apply.
The early termination fee will decrease by $5 for each month you have successfully fulfilled the agreement.
4. Fees for additional services, EQUIPMENT, and installation may apply.
5. Charter’s standard service terms and conditions also apply.
6. After the 24-month period expires, standard rates apply.
7. This Package is offered with Charter's standard 30-Day Money Back Guarantee.
TTM Rhonda : I have set up the 24 month guarantee as you requested. You will need to be called to go through the 3rd party
verification. Please be advised that if this is not complete, you will be charged the regular monthly rate for all services.
Bob Wothe: Wow, I'm not interested in that if there's an early termination fee.
TTM Rhonda : Is there anything else I can help you with?
Bob Wothe: Yes, I'm not interested in a package with an early termination fee.
Bob Wothe: What other options are there?
TTM Rhonda : Ten dollars of cable and ten dollars off Internet. This will be for 6 months to a year promotion.
Bob Wothe: Ten dollars off of what price?
TTM Rhonda : The regular price of those services.
TTM Rhonda : $59.99 cable.
Bob Wothe: What is the regular price of those services?
TTM Rhonda : $44.99 Internet.
TTM Rhonda : Would you like that promotion?
TTM Rhonda : Would you like to go to billing?
Bob Wothe: No, you're being very helpful, thank you.
TTM Rhonda : Is there anything else I can help you with?
Bob Wothe: So, really, I'd be paying $49.99 for cable and $34.99 for internet, which comes out to $84.98. And there's no early termination on that, correct? And then I'd include the $15 DVR for a total price of $99.98, yes?
TTM Rhonda : Is this what you would like me to add to your account?
Bob Wothe: If what I stated above is accurate, yes please!
TTM Rhonda : Please hold while I set up these promotions.
TTM Rhonda : sportsview for $10.00 will be on the total amount.
TTM Rhonda : And HD ultraview for $5.00.
Bob Wothe: I thought there wasn't an HD charge if I have a DVR?
Bob Wothe: And I'm OK with removing the sportsview tier.
TTM Rhonda : There isn't.
TTM Rhonda : to make this change will be a onetime fee of $1.99.
Bob Wothe: Wait, what change?
TTM Rhonda : [10:31:01] Bob Wothe: So, really, I'd be paying $49.99 for cable and $34.99 for internet, which comes out to $84.98. And there's no early termination on that, correct? And then I'd include the $15 DVR for a total price of $99.98, yes?
TTM Rhonda : [10:31:37] TTM Rhonda : Is this what you would like me to add to your account?
[10:32:04] Bob Wothe: If what I stated above is accurate, yes please!
TTM Rhonda : [10:34:33] Bob Wothe: And I'm OK with removing the sportsview tier.
Bob Wothe: Is there an easy place to locate what's on the Sportsview and Ultraview tiers?
TTM Rhonda : please hold.
Bob Wothe: Nevermind, I found it. You can remove Sports View and Ultraview.
TTM Rhonda : 300 Fox Soccer
301 Fox College Sports - Atlantic
302 Fox College Sports - Central
303 Fox College Sports - Pacific
304 ESPNews
305 Fuel TV
306 CBS Sports Network
307 Mav TV
309 The Sportsman Channel
310 ESPN U
311 Outdoor Channel
312 ESPN Classic
313 The Tennis Channel
314 World Fishing Network
321 BTN - Extra1
322 BTN - Extra2
Bob Wothe: Thank you.
Bob Wothe: So, yes, as previously stated, I'm on board with paying $49.99 for cable and $34.99 for internet, which comes out to $84.98. And then I'd include the $15 DVR for a total price of $99.98.
Bob Wothe: And is that a 6 month or 12 month promotion, then?
TTM Rhonda : 12 months. Your new billing will be $101.13 before taxes and fees for the next year.
TTM Rhonda : Is there anything else I can help you with?
Bob Wothe: Perfect. Thank you for your assistance.
Bob Wothe: And there's no change fee then, correct?
TTM Rhonda : [10:34:53] TTM Rhonda : to make this change will be a onetime fee of $1.99.
TTM Rhonda : [10:34:53] TTM Rhonda : to make this change will be a onetime fee of $1.99.
TTM Rhonda : Is there anything else I can help you with?
Bob Wothe: I would appreciate it if you could waive that change fee, please.
TTM Rhonda : I made a change to your account and it is $1.99.
Bob Wothe: Could you please waive it?
TTM Rhonda : • A standard Change of Service fee applies to all* No Truck/Office Only upgrades, downgrades, and sidegrades.
• Agents must inform the customer of the one-time transaction fee related to administrative costs associated with any upgrade, downgrade, or sidegrade of services
Bob Wothe: In the past, agents have waived this fee for me. Could you please do the same?
TTM Rhonda : Please read the policy as stated above.
TTM Rhonda : Is there anything else I can help you with?
Bob Wothe: I understand; I just have had the fee waived in the past and would appreciate it if you could do the same.
TTM Rhonda : [10:45:51] TTM Rhonda : • A standard Change of Service fee applies to all* No Truck/Office Only upgrades, downgrades, and sidegrades.
• Agents must inform the customer of the one-time transaction fee related to administrative costs associated with any upgrade, downgrade, or sidegrade of services
Bob Wothe: OK, I see that you're not budging.
TTM Rhonda : I cannot budge, I have a policy to follow. You did make changes to your account.
Bob Wothe: Anyway, last question, I promise: How do we get from $49.99 for cable + $34.99 for internet + $15 for DVR, which equals $99.98, to $101.13 per month?
TTM Rhonda : TV tax of 1.16
TTM Rhonda : Is there anything else I can help you with?
Bob Wothe: That will do. Thank you for your time and patience. You have a wonderful day, now.
TTM Rhonda : I will notate your account of our chat today about your services. Thank you for entrusting me with your concerns.
For all other Charter inquiries please chat back in. You may visit our website anytime at
www.charter.net to manage your account, make payments as well as review all our wonderful products.
If you require further assistance, go to www.charter.com/contact
Your session has ended. You may now close this window.
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