Hello:

I recently ordered cable and internet services from Charter Communications and used online chat service in the process. It was a "Winter Bundle" and I was supposed to get the complete package installed free of charge. I am pasting a part of the transcript that was later sent to my email.

"Valeria: I'm sorry I've never noticed that before, that needs to be fixed, but
what I can offer you is a free installation if you want to go ahead and sign up
for auto-payment.
Srikanth Yamala: i am not going for auto-payment...even if it is your
mistake...you should offer me the installation for 49.99
Srikanth Yamala: that is why i signed-up...and i have it documented.
Valeria: You're set, the installation charge is 49.99.
Valeria: Is there anything else I can help you with today?
Srikanth Yamala: great. thank you. now will i get a confirmation number and a
transcript to my email"

NOW THE TRANSCRIPT WAS CHANGED AND WAS SENT TO MY EMAIL WITH THE CHANGE. INSTEAD OF $49.99 IT WAS SUPPOSED TO BE "free".

Even the tone of the conversation suggests that I was referring to the free installation and was not willing to pay $49.99 for installation as the Charter website during the month of May advertised.

Now is it possible that I can take a legal action because the transcript was changed on purpose and I am billed $49.99. With the latest technology, is there a possibility that the exact transcript could be traced out?

Many thanks in advance.

Srikanth Yamala

Follow-up on the "Online issue":

I have attached a screenshot in PDF that shows $0.00 as the installtion fee. Thanks.

As one who has used Charter for years, while their customer service has fallen some as they have reduced overhead and the number of employees I understand.

I have found that if you first actually talk to a real person on the phone and perhaps get the supervisor on the phone if you have to, they are very willing to give credits and allowances.

I do not want to say exactly what they did for me, but when I was afraid I was going to have to cancell my services ( I have cable TV and internet from them) and would have phone if they offered it in my area.
But they worked out all the issues very nicely and I have never had a problem with them working out the details if there was a problem.


And I will add that all of their contract workers I have used in my area are very nice ( not all as smart on computers) but willing to help.
My only real problem with them at all, it seems like every time they add or change something at a main connection box down the road from me, I lose internet and have to get them to reset them from the main office.