May 30, 2016

Charter Backs Up Commitment to a Better Experience With New Customer Guarantee

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.

Reliability Guarantee
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.

Product Promise
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 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.

About Charter
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


Media: Anita Lamont | P: 314-543-2215
Analysts: Robin Gutzler | P: 314-543-2398