The following is a chat log between me and two Charter reps. One in sales and one in billing. I just want a total cost including taxes if I choose their service.
Thank you for choosing Charter Chat Live! A Customer Care representative from Cable TV Order Inquiries will be with you shortly.
You have been connected to DAC Michael R .
DAC Michael R : Hello, this is Michael with Charter communications. How can I help you today?
John David Boreing: What is the after promotional period pricing for internet only?
DAC Michael R : Ok, I'd be happy to help you with that today.
DAC Michael R : To better assist you , can I start by getting your full address and zip code please?
John David Boreing: 2804 ******** Ln. TN
DAC Michael R : Thanks
DAC Michael R : Just a moment
John David Boreing: I see online there is a 2yr internet deal for $29.99
DAC Michael R : That's right, we do offer that
DAC Michael R : That's for our 8 mbps speed
DAC Michael R : After that price expires, the standard rate is $54.99 when not bundled with another service
John David Boreing: Is that plus taxes?
DAC Michael R : NO
DAC Michael R : I don't have that information
John David Boreing: So you don't know if there is tax or there is not?
John David Boreing: What are the standard rates for speeds 8, 16, 25?
DAC Michael R : No, I mean I don't know the amount taxes and fees would add to that price...
DAC Michael R : $54.99, $64.99 and $79.99
DAC Michael R : (respectively)
John David Boreing: How would I know what the tax will be?
DAC Michael R : Get a list of the charges your city and state adds on and apply those to the prices I've given you
John David Boreing: If I currently don't pay any tax on DSL internet should that mean there are no taxes on cable internet?
DAC Michael R : I have no idea
DAC Michael R : That is dependant on your area
DAC Michael R : And since it's different for each area we service, we don't have that information
John David Boreing: So how does Charter send an accurate bill?
DAC Michael R : Obviously we comply with city and state regulations
DAC Michael R : If you would like to learn more about the taxes and fees for your area I can get you to our Billing department
John David Boreing: but will they be able to help answer service questions if I have one after finding ou the charges?
DAC Michael R : Probably not
John David Boreing: and that means being transferred back to sales?
DAC Michael R : Probably...
DAC Michael R : Or I can help you with your service questions now
John David Boreing: doesn't really make a lot of sense does it?
DAC Michael R : What doesn't?
DAC Michael R : Sales answering sales questions?
John David Boreing: and not being able to answer a question about tax, which is a sales question.
DAC Michael R : That's a billing question actually. We don't sell taxes
John David Boreing: but you have to charge them and people want to know what they are being charged.
DAC Michael R : I don't, your city and state does
John David Boreing: so are there any other offers beside the 2 year 29.99?
DAC Michael R : For just internet?
DAC Michael R : $39.99 would be the stand-alone price for 8 mbps Internet
DAC Michael R : Without a contract that is
John David Boreing: yes or anything under $45 for as long as possible
DAC Michael R : The next speed up is 16 mbps which is $49.99 a month
John David Boreing: for 2 years then 64.99?
DAC Michael R : No. Without the 24 month contract the standard promotional price lasts 6 months
DAC Michael R : So the $39.99 price for 8 mbps internet would last for 6 months and then revert to $54.99 a month after that
John David Boreing: what are the penalties for breaking a contract?
DAC Michael R : $75
John David Boreing: at the end of the 2yr contract can you sign another contract?
DAC Michael R : Yes
John David Boreing: the price will stay at the discount rate?
DAC Michael R : If you sign another contract...
John David Boreing: ok
John David Boreing: what is the upload speed for the 8mb package?
DAC Michael R : 1 mbps
John David Boreing: Final question, the 8mb down 1mb up connection with a 2yr contract would be $29.99 billed from Comcast at the end of the 2 yr a new contract could be signed and the price remains at $29.99 (possibly plus tax) if not the price goes to 54.99. The early termination fee is $75.
DAC Michael R : Are you asking about a Comcast contract?
DAC Michael R : If you're stating all of that in reference to our conversation about Charter's 24 month price guarantee that sounds about right
DAC Michael R : $29.99 a month for the 24 months of the contract, which can be resigned once it expires
DAC Michael R : And that's for 8 mbps internet speed
John David Boreing: Yes the "Internet Specials-2 year price lock"
John David Boreing: Ok thanks for your help. Can you transfer me to billing to determine taxes?
DAC Michael R : Sure. One moment
DAC Michael R has left the session.
Please wait while we find an agent from the CHAT - DUMA - Billing Inquiries department to assist you.
You have been connected to TTD Vanessa .
TTD Vanessa : Thank you for contacting the Charter Communications Support Team. My name is Vanessa. How can I be of service? Í
John David Boreing: What would the taxes on the "Internet Specials-2 year price lock" for the 8mb service be?
TTD Vanessa : Taxes, surcharges and fees are collected by Charter and forwarded to the local, state or federal entities that impose the charges. Charter does not determine which taxes are applied to the services. If you have further questions in regards to the use of the taxes, you may contact the specific agencies that have imposed the taxes and fees.
TTD Vanessa : Is there anything else that I can be of assistance?
John David Boreing: Aren't those charges on my bill from Charter or the ISP?
John David Boreing: If Charter collects them they know how much to collect, thats what I want to know. How much tax will Charter collect?
TTD Vanessa : I'm very sorry. We don't have information regarding tax rate. You will need to contact agencies that have imposed the taxes and fees.
TTD Vanessa : Is there anything else that I can be of assistance?
John David Boreing: What? You can't tell me if there will be tax charged on my services from Charter? AT&T knows there are taxes and they show up on my bill.
TTD Vanessa : There will be taxes on your all your services. However since you ask about a specific tax for your internet, that I can't provide you.
John David Boreing: How is "all your services" different than asking about a product you offer?
TTD Vanessa : What would the taxes on the "Internet Specials-2 year price lock" for the 8mb service be?
TTD Vanessa : That is literally your question when you asked about a rate.
TTD Vanessa : There is no way I can provide you the tax since it will be automatically charge on the account.
John David Boreing: It is a product featured on your website that the sales rep confirmed.
TTD Vanessa : If you want, you can visit local office regarding your concern since we are not provide informations regarding tax rate.
TTD Vanessa : Is there anything else that I can be of assistance?
John David Boreing: there was no assistance given if the first place
TTD Vanessa : That is because we in billing department don't have information regarding tax rates.
TTD Vanessa : Thank you.
TTD Vanessa : Is there anything else that I can be of assistance?
John David Boreing: is there a tax dept that can help me?
TTD Vanessa : Please visit our local office in your area.
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6 comments:
Its sad that they dont even know. I'm not surprised. Some accountant just puts in the number and its automatically billed to you. Thank your government regulators and tax agency for the messed up system we have these days.
Exactly why my family isn't with Charter anymore...
In my opinion, you're the idiot. Charter is a national company, why would some sales associate presumably anywhere in the US know the taxes for your particular county and state? I was more confused reading your side of the conversation than theirs. They had coherent answers, you had retarded questions with an attitude.
Anonymus,
Yes, taxes are different in different locations but Charter is the one responsible for billing and collecting the taxes. On every phone, internet and cable bill the taxes are charged to me and passed on to the correct government. It is just like going to the grocery store and them telling you they don't know how much tax is on your buggy of groceries. Just because Wal-Mart is a national company they still have to have the correct tax amounts in their system to charge to the correct items. So while I agree their answers were "coherent" and off of a script they still failed to answer a question they (someone at Charter) knows the answer to. I was able to get the answer to my question from a Charter rep. Thank you for your response but I have to, with the above information, disagree with your statement that I'm the idiot.
Ive dealt with Charter for over a year and anytime, was able to get the prices with taxes over the phone. It may have just been a bad batch of representatives. it happens when they are at home from theyre computers sitting and typing back and forth while yelling at theyre kids to stop fishing in the toilet lol. I always hated online assistance.
I thought those were very reasonable questions, and I think I was aggravated that you couldn't get the answer to them. It seems that they would be able to look up your address and find out what the taxes would be. Or at least a very close estimate. You're right that they have to collect the taxes and fees. If they have to collect them and turn them in to the appropriate government entities, they should be able to find that information and give it to you.
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