I have to say, I was impressed by the speed and by the cordial, helpful demeanor of the CSR. Had we called in (again) we would have spent at least an hour on the phone...plugging and unplugging - booting and re-booting and most likely the problem would not have been solved.
I thought it was interesting that I could get the issues solved quickly and painlessly via social media, yet their larger and most used customer service operation is completely deficient and still tarnishing the image of Charter Communications. In one interaction, @UMatter2Charter2 helped me solve our issues and, more importantly they were able to retain a customer - and not just any customer, one who tweets & blogs about it!
In my experience, the newness and novelty of social media is hard for some to process. It is easy to keep it in it's own little cage where it can go wild and not mix with the other animals. The lesson we have learned from Charter is to pay attention to the successes of social media and apply those concepts to other areas of our businesses.
UPDATE: Our charter problems were solved expediently this morning by a tech. There was a filter outside that was impeding our On Demand & Internet services. We are happy for now...let's see what the future holds.
