Charter Customer GuaranteeCharter Communications is venturing into uncharted waters with the introduction of the Charter ALL IN Customer Guarantee, which assures customers nationwide that the St. Louis-based broadband communications provider will deliver the quality of service that it promises or else pay a price.

“Put simply, we’re putting our money where our mouth is and holding ourselves accountable to deliver the best customer experience,” said John Birrer, senior vice president of Customer Experience, in a press release. “We stand behind our products and services, and we’re providing more tools and resources to our teams so they can make each customer experience great. We’re approaching our business differently, always putting customers’ needs first.”

The Charter ALL IN Customer Guarantee makes four key commitments to customers:

  • 30-Day Money-Back Guarantee: Any customer dissatisfied with a Charter service within the first 30 days will be entitled to a full refund
  • Service Experience Guarantee: Charter field technicians will arrive during scheduled appointment windows and complete service orders on the first visit, or Charter will provide a $20 credit
  • Reliability Guarantee: Any customer who experiences a service outage of more than 24 hours will receive a $20 credit upon request
  • Product Promise: Charter promises to continue enhancing its network, product and service offerings, including increased Internet speeds and more HD and On Demand choices

Charter noted that restrictions apply for all guarantees and refers people to a dedicated web page for details.


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