As you may have heard, Charter will no longer have a customer care team tasked, specifically, with resolving matters raised on Social Media. The good news is there are other jobs available within Charter for all of the Social Media team members.
As is our nature, we wanted to provide you with a timeline of how we will execute this transition.
Monday, December 10, 2012: We will no longer respond to posts that we discover while conducting Charter searches. We will, however, continue to respond to @Charter and @CharterCom mentions until Saturday, December 15th.
Friday, December 14, 2012 (5pm): All the Umatter2Charter accounts (which includes: @Charter, all our individual accounts, as well as the Umatter2Charter Facebook page, Forum accounts, and accounts on Consumer Advocate Sites) will be removed. Charter will continue to have a presence in Social Media spaces via @CharterCom, Facebook.com/CharterCom, and Youtube.com/CharterCom.
Monday, December 31, 2012: We will transition to our new roles. If there are any outstanding issues on the 31st, we will refer them to the appropriate departments for follow-up and resolution.
It has been our pleasure to work with all of you.
“See, I have found using Twitter as the ONLY real effective means of getting Charter to actually do anything. Hey, wait a minute, I suddenly understand!” writes tipster Jorn.
So we just had to ask: how can customers in need of actual help get it now?
That’s a “no,” then.
Farewell, Twitter team. We hope that other companies don’t end their social media support teams, too.