Hitting Bottom

With The Cable Company

To the Editor:

I’m curious. Is anyone else fed up with the new “makeover” Charter Communications has undergone? I first referred to it, in our house, lightheartedly, as the “Wizard of Oz” syndrome: you know, faceless, impersonal, hard to reach, etc. I actually thought it was a phase (Hey, I’m a parent; I know about growing pains). But, they seemed to morph into what I called, in a little less cheery manner by that point, the “In”-crowd – Inefficient, Inflexible, Inconvenient, and, increasingly Indifferent! It all began before the holidays.

 I persevered. After many frustrating weeks, I was able to arrange a meeting the other day with a supervisor — a local human with some real authority, not just a “menu item” on the phone from Nova Scotia. I was optimistic. Charter’s bumbling attempts to resolve our problems were well-documented over two months, and my patience and commitment to remain civil throughout seemed like a winning combination for a face-to-face negotiation with a “Customer Service” rep. Almost an hour later, I emerged from a meeting, empty-handed except for two more words: Inappropriate and Insulting. I will add another: Inexcusable! Customer service? I’m old enough to remember when that meant “help.”

(I need to state that the four tech people who came to my house during this period were all helpful, friendly and sympathetic, i.e., genuinely sorry when they were unable to fix the problems; same goes for the lone receptionist, kind and compassionate to the never-ending lines of locals, shifting from foot-to-foot, checking their watches, and rolling their eyes, in front of the glass at the Commerce Park office).

 Ah, but there’s another problem. I’m addicted to the services: High-speed Internet, premium movie package (I teach film), and affordable phone. It seemed too good to be true. And it was. As you know, bad habits are not easy to break — and suppliers know this. (Here I am going to further indulge in this shameless metaphor…with apologies). It’s embarrassing to admit being hooked. I became a user over 12 years ago. It started gradually with the cable TV packages which led to irresistible upgrades; I moved to more hardcore substances — high speed Internet (yes, it was getting expensive, but I needed it for research and download expedience); it was only a matter of time before I (recently) succumbed and sold my soul for the promise of good phone — and all from one source!

Smokers have Smokenders; people with weight issues have Overeaters Anonymous and Weight Watchers; there are drug abuse rehab centers and AA for people needing support with substances and alcohol (and I come from an extended family with members who have been helped by either one or all of those organizations at one time or another, so I’m neither being flip nor minimizing their benefits). But what interventions are there for getting off Charter? I’ve hit bottom; I’m about to go cold turkey. My “In” word has become Intolerable! The pain to keep using is finally greater than the fear of withdrawal.

Michael Luzzi

173 Boggs Hill Road, Newtown                              February 27, 2007