Customer Complaints Fall After Charter Spectrum Took Over From Time Warner Cable

by HN porter of tech4today.net

Charter Spectrum merged with and took over Time Warner Cable in 2016, a merger that included hundreds of thousands of Capital Region customers. The merger, together with that of Brighthouse Network makes Charter the second largest home internet provider and third largest TV provider in the U.S. Charter reported that its Spectrum brand will replace both Time Warner Cable and Bright House brands in the next two and a half years or so. The Time Warner name will eventually dissolve away and the cable TV company will just be known as Charter Communications.
Charter Spectrum has reported that since the take over of Charter from Time Warner, customer complaint rates are falling, this is amidst Charter rolling out TV, internet and phone deals than those previously offered by Time Warner. The terms of the agreement with the state Public Service Commission that allowed the deal requires Charter to reduce customer complaint rates by 35% by the 2020 and half of that has to be achieved by this year.
In a letter directed to the PSC dated January 29, Maureen Helmer, a Barclay Damon attorney representing Charter says that complaint rates are heading in the right direction so far despite all that they have to deal with.
"As the commission is aware, change can trigger complaints as customers adjust to new service options, promotions, and packages," Helmer, a former PSC chair, wrote in the letter. "Notwithstanding these challenges of integration and product advancement, Charter is pleased to report, as noted above, that complaints have actually declined in 2017 and Charter is making significant progress towards meeting the complaint rate targets established in the merger order."
Helmer says the reason for the drop in the complaint rate has to do with "an increased level of accountability for the complaint handling process within the company."
"Notwithstanding these ongoing changes, Charter expects that the processes it has
established to enhance how it handles complaints will continue to drive down its PSC complaint
numbers," Helmer wrote. "In order to ensure that we build on this favorable trend, Charter will actively monitor and assess the number and type of complaints it receives from the PSC to ensure appropriate actions are taken to reduce the overall number of complaints that are received by and escalated to your agency."
The exact data on complaints is redacted, or blacked out, from Helmer's letter in the public version posted to the PSC's web site.
Source

Timesunion