ST. LOUIS, March 12, 2012 /PRNewswire/ -- 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.
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With its powerful broadband network, Charter has been recognized
as the fastest Internet service provider(1). 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 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.
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 charter.com.
CAUTIONARY STATEMENT REGARDING FORWARD-LOOKING
STATEMENTS
This release includes forward-looking statements within the
meaning of Section 27A of the Securities Act of 1933, as amended
(the "Securities Act"), and Section 21E of the Securities Exchange
Act of 1934, as amended (the "Exchange Act"), regarding, among
other things, our plans, strategies and prospects, both business
and financial. Although we believe that our plans, intentions and
expectations reflected in or suggested by these forward-looking
statements are reasonable, we cannot assure you that we will
achieve or realize these plans, intentions or expectations.
Forward-looking statements are inherently subject to risks,
uncertainties and assumptions including, without limitation, the
factors described under "Risk Factors" from time to time in our
filings with the Securities and Exchange Commission ("SEC"). Many
of the forward-looking statements contained in this release may be
identified by the use of forward-looking words such as "believe,"
"expect," "anticipate," "should," "planned," "will," "may,"
"intend," "estimated," "aim," "on track," "target," "opportunity,"
"tentative," "positioning" and "potential," among others. Important
factors that could cause actual results to differ materially from
the forward-looking statements we make in this release are set
forth in other reports or documents that we file from time to time
with the SEC, and include, but are not limited to:
- our ability to sustain and grow revenues and free cash flow by
offering video, Internet, telephone, advertising and other services
to residential and commercial customers, to adequately meet the
customer experience demands in our markets and to maintain and grow
our customer base, particularly in the face of increasingly
aggressive competition, the need for innovation and the related
capital expenditures and the difficult economic conditions in
the United States;
- the development and deployment of new products and
technologies;
- the impact of competition from other market participants,
including but not limited to incumbent telephone companies, direct
broadcast satellite operators, wireless broadband and telephone
providers, and digital subscriber line ("DSL") providers and
competition from video provided over the Internet;
- general business conditions, economic uncertainty or downturn,
high unemployment levels and the level of activity in the housing
sector;
- our ability to obtain programming at reasonable prices or to
raise prices to offset, in whole or in part, the effects of higher
programming costs (including retransmission consents);
- the effects of governmental regulation on our business;
- the availability and access, in general, of funds to meet our
debt obligations, prior to or when they become due, and to fund our
operations and necessary capital expenditures, either through (i)
cash on hand, (ii) free cash flow, or (iii) access to the capital
or credit markets; and
- our ability to comply with all covenants in our indentures and
credit facilities, any violation of which, if not cured in a timely
manner, could trigger a default of our other obligations under
cross-default provisions.
All forward-looking statements attributable to us or any person
acting on our behalf are expressly qualified in their entirety by
this cautionary statement. We are under no duty or obligation to
update any of the forward-looking statements after the date of this
release.
(1) Named Nation's Fastest Internet in 2011 by pcmag.com.
SOURCE Charter Communications, Inc.