Charter team holds themselves accountable for delivering the products and service their customers deserve
St. Louis, MO – For the past two years, Charter Communications, Inc. (NASDAQ: CHTR) has been making meaningful changes to its operations that directly improve the quality and consistency of its customers’ overall experience. Today, Charter is announcing the national launch of the Charter ALL IN Customer Guarantee to assure customers that the company will deliver what it says it will, backed with firm financial commitments.
With its powerful broadband network, Charter has been recognized as the fastest Internet service provider1. The company has made significant investments in its network to provide more robust product capabilities and enhance reliability. The launch of the Customer Guarantee becomes the tangible cornerstone for customers to be assured of a strong and lasting commitment by Charter to provide best-in-class products and service.
“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, Customer Experience. “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.”
“Today, our products are more robust and our network is more reliable than ever. We’re executing on a 2-hour arrival window and delivering a great customer experience on many fronts,” said Steve Apodaca, Charter’s President, Operations. “We’re committed to delivering a great experience, and the Customer Guarantee sets standards of what customers should expect from us, and what we’ll do to make up for it if something goes wrong along the way.”
The Charter ALL IN Customer Guarantee makes four key commitments to customers:
30-Day Money-Back Guarantee
We believe in our people, our products and in providing our customers with exceptional service. We’re confident you will be completely satisfied with your Charter experience. If for any reason you are not satisfied with a Charter service within the first 30 days, we’ll give you your money back.
Service Experience Guarantee
We want you to enjoy doing business with us and we’ll deliver on our commitments to you. We’ll arrive during your scheduled appointment window and we’ll complete your service call on the first visit, or we’ll provide you a $20 credit.
We know that reliable service is important to you. Charter delivers outstanding service and reliability with a robust network. If you are without service for more than 24 hours, you’ll receive a $20 credit upon request.
We are committed to providing cutting-edge technology and ongoing enhancements, including increased Internet speeds and more HD and On Demand choices. We’ll provide functionality and improvements you may not have even imagined yet. At Charter, we never stop working to bring you additional value in your services.
Restrictions apply for all Guarantees. See charter.com/guarantee for complete details.
The Charter ALL IN Customer Guarantee is in effect beginning March 12. Customer concerns or issues not defined in the Customer Guarantee will continue to be handled in accordance with existing practices.
Charter (NASDAQ: CHTR) is a leading broadband communications company and the fourth-largest cable operator in the United States. Charter provides a full range of advanced broadband services, including advanced Charter TV® video entertainment programming, Charter Internet® access, and Charter Phone®. Charter Business® similarly provides scalable, tailored, and cost-effective broadband communications solutions to business organizations, such as business-to-business Internet access, data networking, business telephone, video and music entertainment services, and wireless backhaul. Charter’s advertising sales and production services are sold under the Charter Media® brand. More information about Charter can be found at charter.com.
Media: Anita Lamont | P: 314-543-2215
Analysts: Robin Gutzler | P: 314-543-2398
BOONVILLE, Mo. (March 6, 2012) – Suddenlink announced today it has launched two dozen new high-definition (HD) TV channels in Boonville, including CMT HD, CNN HD, Nickelodeon HD and Discovery Channel HD. A standard definition version of CMT also is being added.
Among the other new HD channels are: Columbia broadcast station KZOU HD (MNT), ABC Family HD, E! HD, Spike TV HD, Headline News HD, Fox News Channel HD, CNBC HD, BET HD, Cartoon Network HD, TLC HD, Comedy Central HD, Syfy HD, Speed Channel HD, Animal Planet HD, MSNBC HD, Turner Classic Movies HD, VH1 HD, Outdoor Channel HD, MTV HD and Hallmark Channel HD.
HDTV offers a widescreen format, similar to a movie theater, with distinctly sharper images and better sound quality than standard TV.
Introducing new HD channels is the latest part of the company’s nationwide capital investment program, calling for approximately $350 million over three years, above and beyond Suddenlink’s traditional capital spending levels. That program already has brought the benefits of all-digital picture and sound quality to Boonville, as well as other HD channels, faster Internet speeds and digital video recorders (DVRs).
More information about Suddenlink services can be found by entering an address and zip code at the company’s website suddenlink.com; by visiting Suddenlink’s store at 1424 W. Ashley Road, Suite A, in Boonville during normal office hours; or by calling toll-free 1-866-220-5515.
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Suddenlink Communications (suddenlink.com) is the seventh largest cable operator in the United States, supporting the information, communication and entertainment demands of approximately 1.4 million residential customers and thousands of commercial customers in Arkansas, Louisiana, North Carolina, Oklahoma, Texas, West Virginia and elsewhere. Suddenlink simplifies its customers’ lives through one call for support, one connection, and one bill for TV, Internet, phone and other services.
January 24thbrought arguably our most successful Cable Day at the Capitol ever. MCTA’s Cable Day is an early highlight of the legislative Session. Charter Production crews readied the Thomas Hart Benton Gallery and the House Hearing Room for taping of MCTA’s Outlook Missouri program and PSA’s and the action began. Statewide elected officials, along with Senate and House leadership, were interviewed by Kansas City’s own TV talent, Jill Jensen Chadwick. Varied discussion topics included Pseudoephedrine abuse, criminal sentence reform, unclaimed property, securities protection, education, and state budget challenges. Senators who were not running for election in 2012 participated in public service announcement tapings.
A newcomer to the Cable Day process was Merrell University of Beauty Arts and Science. Licensed cosmetology students did a tremendous job applying makeup to the interview guests. We thank them for a job well done.
MCTA member company representatives used the day to make legislative contacts and networking. Lunch in the Capitol Rotunda was, again, a hit. Donita’s Catering served a delicious three-entrée feast, with all the trimmings to over 550 guests. Debbie Nelson and Angie O’Bryan, Charteremployees, were an integral part of Cable Day, keeping the participants on schedule.
The evening brought additional festivities with a reception at DoubleTree Hotel, serving smoked salmon, anti pasto, scallops, sesame chicken, shrimp and mushrooms. Former St. Louis Cardinal pitcher, Danny Cox, served as the evening’s celebrity. Cox pitched for the Cardinals from 1983 to 1988, winning games in both the 1985 and 1987 National League Championships. He was the winning pitcher in game 5 of the 1987 World Series. Members, legislators, staff and guests lined up for autographs of baseballs and pictures.
Outgoing Board Chairman Mike Zarrilli, Suddenlink, was presented a gavel and plaque for his leadership and service to the Association. Recent retiree Maurice Zion, Windjammer, received a plaque for his many years of dedicated service to the Board.
MCTA board members and other invited guests enjoyed a late dinner at O’Donoghue’s Steaks & Seafood.
Many thanks to all involved in making Cable Day at the Capitol a huge success! The weather accommodated us, as well, by providing a picture perfect for January!
The school board approved the five-year extension Thursday with $110,616 in annual savings, according to Chief Financial Officer Noel Knobloch. The district is currently paying $239,616 a year for Charter’s services and will start paying $129,000 when the old contract expires in July 2012.
Charter installed a fiber network that provided one gigabyte of connectivity to 14 district buildings in 2002. The network provides internet and phone systems throughout the district.
Director of Information Technology Steven Lee said that the savings are because Charter has recouped their expenses on the fiber network installation.
“It did not make much sense to spend district money to do bids on this,” Superintendent Eric Knost said. “That would talk about running new fiber throughout the district; Charter owns the fiber that runs through our district. Other companies had already told us they wouldn’t bid because they couldn’t touch the price.”
The new contract provides a six gigabyte upgrade to the district and a one gigabyte upgraded system to the Jefferson Barracks maintenance building. Lee said the building has poor connectivity and frequently dropped phone calls.
The contract with Charter can also be adjusted based on the district’s new 1:1 technology pilot program, which gave laptops to students in two freshman Communication Arts classes.
“When we double or triple our number of devices… we have the option to go back and add to this. If we need to double up our connection speeds to Oakville High School, we can,” Lee said.
Knost said at least a portion of the savings would be reinvested into technology.
“If you compare that to what you pay at home right now, it’s probably 80 percent cheaper, in fact it’s less than 3 cents a day for every employee and (student). When you put it in that perspective, this really is a pretty good price,” board member Mark Stoner said at Thursday’s meeting.
St. Louis, Missouri – A study conducted earlier this year1 predicts the number of devices connected to IP networks will be double the global population in 2015. It was 2009 when Charter Communications, Inc. (NASDAQ: CHTR) first increased Internet speeds for its customers at no cost, and today the company did it again for a fourth time – increasing download speeds and at least doubling upload speeds on its most popular Internet service tiers at no additional cost.
Charter is answering the call from more users, devices, streams and apps seeking Internet connectivity with faster upload and download speeds, greater reliability and a superior experience.
In markets where Charter has deployed DOCSIS 3.0 technology, or approximately 95 percent of its Internet service area, the company is increasing Charter Internet Express download speeds from 12 megabits per second (Mbps) to up to 15 Mbps, and increasing upload speeds from 1 Mbps to up to 3 Mbps. Charter Internet Plus download speeds are being increased from 18 Mbps to up to 30 Mbps, and upload speeds are being increased from 2 Mbps to up to 4 Mbps. Charter’s fastest residential offering is increasing from 60 Mbps download to up to 100 Mbps download/5 Mbps upload, and has been renamed Charter Internet Ultra100 to reflect the significant enhancement. Express and Plus speeds are also increasing in the remaining portions of Charter’s service areas nationwide.
“The Internet is changing the way we watch TV, communicate with our friends and family, and engage in social and professional networks. When you’re posting content online, we know it’s important to have a fast, reliable connection, and we’re committed to enabling the rapid sharing of content,” said Rich DiGeronimo, Charter Senior Vice President, Product and Strategy. “With multiple connected devices in your home, you don’t have to make tradeoffs with Charter Internet. You can use multiple gadgets simultaneously, and enjoy a rich experience with each one. The power of the Internet continues to grow, and Charter delivers more speed than ever.”
Charter customer Stephen Bolen is the head of a household of three, with a continuously growing number of Internet-connected gadgets. “We’ve never had a problem scaling up, knowing that Charter Internet service would meet our demands,” he says. “I’m usually browsing on my laptop, streaming video or uploading files to an FTP server for clients, while my wife browses on the tablet or her laptop. My daughter’s data usage primarily comes from kids’ shows and education apps.”
Bolen grew up in the era of one-person-at-a-time on the desktop computer, and during that time no one could use the telephone. “That’s all changed with Charter Internet,” he says. “My family can be together, yet doing our own things. I’m glad my daughter is growing up this way.”
“The value of the Internet can’t be measured simply in megabits and gigabytes,” said John Birrer, Charter’s Senior Vice President, Customer Experience. “Our goal is to deliver the best experience with not only the fastest speeds, but also the most reliable, consistent Internet connectivity and highest quality customer service. Our customers deserve it, and we’ll deliver it, now and in the future.”
1Cisco® Visual Networking Index.
PC Magazine Fastest ISPs 2011 logo is a trademark of Ziff Davis, Inc. Used under license.
Charter is a leading broadband communications company and the fourth-largest cable operator in the United States. Charter provides a full range of advanced broadband services, including advanced Charter TV® video entertainment programming, Charter Internet® access, and Charter Phone®. Charter Business® similarly provides scalable, tailored, and cost-effective broadband communications solutions to business organizations, such as business-to-business Internet access, data networking, business telephone, video and music entertainment services, and wireless backhaul. Charter’s advertising sales and production services are sold under the Charter Media® brand. More information about Charter can be found at charter.com.
Media: Anita Lamont | P: 314-543-2215
Analysts: Robin Gutzler | P: 314-543-2389
MCTA’s Cable Day at the Capitol will be held Tuesday, Jan. 24th, with a lunch in the Capitol Rotunda from 11:30am to 12:30pm.
Later in the day MCTA will host a reception at DoubleTree Hotel from 5-7pm. All legislators are invited to attend, and MCTA members are encouraged to use this time to connect with their legislators on an personal level.
The Kansas City Region has joined a growing list of Comcast markets across the country with this week’s soft launch of Xfinity Home Security (XHS). This state-of-the-art security service helps customers protect their home and family utilizing the reliability and sophistication of Comcast’s wideband network. With a wide variety of available features, combined with the ease and flexibility of monitoring and adjusting the system remotely, XHS means peace of mind whether at home or on-the-go.
Xfinity Home Security includes traditional home security features coupled with a sophisticated platform integrating many of our products and services, all at an affordable price. Next-generation features include 24 X 7 monitoring with cellular back-up, remote access from your smartphone or computer to the XHS online web portal or through the XHS iPhone/iPad app, and much more. Plus, customers could save up to 20% on their homeowner’s insurance as well as an additional 15% on their energy bill.
We’re very excited about introducing this brand new product to our customers – it’s yet another way we’re bringing innovation into the home in combination with our Triple Play packages. If you haven’t yet done so, be sure to take the XHS training on your Learning Portal, and remember to tell your family, friends and neighbors about Xfinity Home Security.