If you’ve ever taken a college course, you know how word-of-mouth advice goes. One of the more favorable characterizations that students use is “Oh, that class is easy. The only way to fail is you really want to fail.” That’s the way I’m feeling about Charter Communications these days. They want to fail. They work hard at failure. They practice their regular incompetence like a fine craft, honing their level of boobery in order to evoke the most visceral response from their customers (you know, like an involuntary gag or a spontaneous twitch).
We’ve finally decided to go all-digital at our house in terms of TV viewing and so bought a nice Samsung HDTV. As just about anyone knows who’s considered making the digital leap, you have to have a digital signal coming into the house to take advantage of an HDTV’s improved picture. We’ve had DirecTV for years, but since they severed their relationship with TiVo (we’re TiVo devotees to the core), our only choice was to (*gulp*) see if Charter was as awful as they were several years ago when I declared that nothing would make me do business with them ever, ever again. Ever.
Until now.
A week ago last Thursday I breached the gap. I called Charter to set up an HDTV package with them. I told them that they would need to bring two cable cards to go into our HD TiVo. The appointment was for 1 week (1 week!) later.
Since I couldn’t be home for the installation, I worked feverishly to prepare everything in advance. I went to great pains to set up the entire A/V system with minimal complications. I readied the TiVo well in advance, making sure that it had the latest software. I did all of the inside wiring myself and checked it three times to make sure it was all correct. I went over the installation process with my wife so that she would know what to expect. I was careful to tell her not to let the installer leave until she was sure that every channel we were supposed to receive was, in fact, working.
I thought I’d covered all the bases. The one thing that I hadn’t told my wife, though, was that she’d have to lie bodily in front of the Charter truck to keep the installer from leaving before verifying that everything was working right.
I got home Thursday night and, pretty much as I expected, everything was a mess. I did a couple of hours of troubleshooting and finally arrived at the conclusion that the one (yes, one; not two as I’d requested) cable card was either mis-configured or defective. There was nothing that I could do, and so I called Charter.
Of course the customer service representative blamed us for the problem. We should have made the installer stay until we were sure that we were sure that WE WERE SURE everything was as it should be. Why am I not surprised? I made an appointment for a return visit for Saturday (today) between 1:00 and 3:00 PM.
So today came… and, of course, went. At 2:45 I called Charter to ask why the tech had not shown up. “Oh — they tried to call you three times to verify the appointment but couldn’t get an answer.” (LIE) “I’ll call your local office to see if we can get someone to come out there tonight.” Fifteen minutes pass, and the return call comes in: “Yes, I was able to convince the tech to take this appointment, but I don’t know when he’ll be there.” “Great!” I said, “We have plans to go out tonight, so that’ll work just fine.” (My sarcasm went completely unperceived.)
An hour passes and at 4:15 a call comes in from the local Charter dispatch office. “Uh, Mr. Lewis, the warehouse is closed and none of the techs have any cable cards.” (”It figures,” I muttered into the phone.) “So what I’d like to do is to schedule you for tomorrow morning.” “Tomorrow morning?” I said, “Tomorrow is church!” “Well, we could make it for Monday…” And my mind starts fast-forwarding to the coming week: Camille — my poor, innocent, and for the most part ignorant-of-how-to-hook-up-A/V-equipment wife, the same delicate creature who’d rather handle snakes than answer the door when the UPS man rings — Camille would be the one to have to try and solve this problem. “Well, I’m sorry, Mrs. Lewis, the cable cards are working just fine. It’s that your TiVo’s fluid inductive capacidramitator has a 3.19 spec when the FCC requires all Class B equipment to conform to the 3.18 spec. Sorry! There’s nothing we can do!” So I relent, “Yes, yes: Sunday morning is fine. But please, can we make sure that this visit takes care of the problem?”
My fingers are crossed. But I’m really expecting another foul-up. Why? Because I believe that Charter really wants to fail.