Charter Communications (Nasdaq: CHTR) is beginning to offer subscribers credits of $20 per day for missed service calls or outages as part of a new customer guarantee program it calls "All In."
Charter's "All In" logo.
The MSO said it will also offer new subscribers a 30-day money back guarantee if they aren't satisfied with its product in the first month of service.
Last month, new Charter CEO Tom Rutledge said that Charter would "stay on the offensive" with pricing, packaging and technology innovation. The MSO is increasing its marketing efforts. In addition to the "All In" campaign, last month it kicked off its first brand marketing campaign for its Charter Business unit.
Offering subscribers credits of $20 if they lose service for 24 hours is noteworthy. Most cable MSOs offer subscribers impacted by outages prorated credits on their bills. For example, a subscriber who pays $100 monthly for cable service would receive a credit of about $3 per day for missed service. While Comcast (Nasdaq: CMCSA), Time Warner Cable (NYSE: TWC), Verizon (NYSE: VZ) and other MSOs also offer more substantial credits to subscribers that call to complain about service, or threaten to jump to a cable rival, they don't advertise those credits.
"Put simply, we're putting our money where our mouth is and holding ourselves accountable to deliver the best customer experience," Charter SVP of customer experience John Birrer said in Monday's announcement. "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," he added.
Charter said that the "All In" credits aren't automatic. Customers must call its customer service department to request the credits. It also offers different credits in some of states that it operates in. For example, subscribers in Illinois who experience a missed appointment window get automatic $25 credits on their next available bill.
- see the news release
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