On Monday, Spectrum by Charter announced a series of changes to its services related to “customer commitment,” including lowering some prices, introducing service guarantees, and promising no annual contracts.
In the sweeping announcement, Spectrum announced guaranteed prices for “up to three years,” and new pricing for their 500 Mbps ($30/month) and 1 Gbps ($40/month) internet services, when “bundled with two lines of Spectrum’s fastest Mobile and/or Video services.”
Spectrum will roll out the new prices across the 41 states it serves this week.
In addition to new prices, Spectrum broke their “customer commitment” down to four points, promising other customer-centric changes:
- “Reliable Connectivity”: Spectrum is committing to same-day technician visits (when requested before 5 p.m.) and bill credits for outages lasting more than two hours.
- “Transparency at Every Step”: The provider is promising no annual contracts on residential services, outage notifications to customers within 15 minutes, and whole-dollar pricing with taxes and fees included in the listed price.
- “Exceptional Service”: Spectrum is offering money-back guarantees in the first 30 days after a customer starts a service, and 14 days for mobile devices.
- “Always Improving”: The company reaffirmed its commitment to providing fast broadband speeds and expanding to unserved and underserved communities.
Spectrum’s price and service initiatives have also extended to their brand. The provider announced a “Life Unlimited” brand platform, which will launch across various channels in the coming days and weeks.
“If we are charging for a service, it should work all the time; if it doesn’t, our customers should trust that we’ll make it right,” said Cliff Hagan, Executive Vice President, Customer Operations for Charter. “By focusing on reliability, transparency and outstanding service, we want to exceed expectations, build lasting loyalty and address our customers’ needs with renewed energy and focus on keeping them seamlessly connected.”
It’s a good week for Charter. On Monday, Spectrum also received almost $20 million in funding in a grant announcement from the state of Alabama.
