Customer-First Commitment Promises Bill
Credits if Service is Disrupted and Guaranteed
Pricing for Up to Three Years with No Annual Contracts
Unveils New Spectrum Brand Platform 'Life
Unlimited'
STAMFORD, Conn., Sept. 16,
2024 /PRNewswire/ -- Spectrum today made a series of
announcements building on the Company's customer-first philosophy,
backed by money-back guarantees. They include a first-of-its-kind
Customer Commitment that provides performance and service
benchmarks to Spectrum customers and a new and simplified pricing
strategy that enables customers to choose bundles with price
guarantees, including a 500 Mbps Spectrum Internet plan starting at
$30 per month when bundled with two
lines of Spectrum's fastest Mobile and/or Spectrum Video service.
Additionally, all current Spectrum Internet and Spectrum Internet
Ultra customers will have their speeds automatically increased for
free to 400 and 600 Mbps, respectively.
These commitments are encapsulated within Spectrum's new brand
platform, Life Unlimited, which provides customers
access to a life of 'unlimited' opportunity and possibility when
seamlessly connected through Spectrum's Internet, Mobile and Video
services. Spectrum's new Customer Commitment, pricing plans, speed
increases and brand platform will roll out across its 41-state
footprint this week.
Setting the Standard: Spectrum's Groundbreaking Customer
Commitment
To ensure Spectrum's new Customer Commitment is aligned with
customers' changing needs and expectations, the Company conducted
extensive research with current and prospective customers, as well
as its employees. This input helped shape the development of the
Customer Commitment, which is built around Spectrum's promise of
"keeping you connected to enhance your life, whenever and wherever
you need us."
The Four Pillars of the Spectrum Customer Commitment
are:
1. Reliable Connectivity: We are committed to keeping our
customers connected 100% of the time and promptly resolving any
issues.
- We will fix any service disruptions quickly, including
dispatching a technician the same day if the customer requests it
prior to 5 p.m.
- If a neighborhood experiences an outage that lasts more than
two hours, our agents will offer a credit for the full day.*
- We will continually invest in our network to ensure
consistently reliable service.
2. Transparency at Every Step: We are committed to clear and
simple pricing and timely service updates; we will take
responsibility when things go wrong.
- Within 15 minutes of identifying an outage in a
neighborhood, we will notify affected customers and provide an
estimated restoration time.
- We are implementing whole dollar pricing, with taxes and fees
included.
- There are no annual contracts for any residential
services.
3. Exceptional Service: We are committed to providing
exceptional customer experiences.
- We are there whenever our customers need us with 24/7
U.S.-based customer service. If a customer needs help or a
professional installation, a technician will be available the same
or next day.
- If a customer is not completely satisfied with any services
within the first 30 days, we will give them their money back.
- If a customer is not completely satisfied with a new mobile
device within the first 14 days, we will give them their money
back.
4. Always Improving: We are committed to listening and
acting on our customers' feedback to improve our products and
customer service.
- The future of connectivity is coming, and we are here to meet
it by building a network capable of delivering symmetrical and
multi-gigabit speeds.
- With Xumo, we delivered the next generation of streaming and
will continue to expand our streaming services – bringing more
entertainment at an incredible value.
- We will continue to transform the industry by bringing more
value and greater flexibility, committed to providing the fastest
wireless and WiFi speeds on a network that can handle up to 200
devices today and even more in the future – designed, owned and
operated in the USA.
- We are redefining connectivity while expanding our network to
reach approximately 1.75 million unserved and underserved homes and
small businesses across the country to help connect everyone,
everywhere.
- We are continuously investing in our network to increase
capabilities and achieve our future goal of zero service
disruptions and fully automated credits if we fall short.
Guaranteed Pricing up to Three Years when Bundled and
Increased Internet Speeds
In line with its Customer Commitment, Spectrum also announced
improved pricing plans – with guaranteed pricing for up to three
years – and speed options that will benefit new customers, create
more choices and provide faster speeds for existing customers.
Beginning Tuesday, September
17, Spectrum Internet, with starting speeds of 500 Mbps,
will be offered as low as $30/month, and Spectrum Gig will be
offered as low as $40/month, when
each are bundled with two lines of Spectrum's fastest Mobile and/or
Video services.
For customers who don't take advantage of these new bundled
rates, the industry's first converged offer, Spectrum One, remains
available, now with a higher starting speed of 500 Mbps with one
free Unlimited mobile line included for a year.
"This new commitment to our customers goes beyond words; it is
about action," said Cliff Hagan,
Executive Vice President, Customer Operations for Charter
Communications, Inc., which operates the Spectrum brand. "With
approximately 100,000 employees, our customers are also our
friends, family and neighbors, and we hold ourselves accountable to
them. If we are charging for a service, it should work all the
time; if it doesn't, our customers should trust that we'll make it
right. By focusing on reliability, transparency and outstanding
service, we want to exceed expectations, build lasting loyalty and
address our customers' needs with renewed energy and focus on
keeping them seamlessly connected. We've already made the
investment in our people, tools and systems that will allow us to
execute on these commitments and fully stand behind the great
value, products and services we provide to our customers."
Introducing the 'Life Unlimited' Brand
Platform
By refreshing the Spectrum brand around the Life
Unlimited theme, Spectrum is emphasizing how its advanced
network and cutting-edge connectivity products and services create
opportunities and remove barriers to help customers live their best
lives. Starting tomorrow, a series of new Life Unlimited
themed ads will begin running across Spectrum's footprint on all
media channels, including TV and digital campaigns for residential
and small/medium-sized business consumers. Additionally, Spectrum
is introducing a new brand color palette and sonic.
Spectrum's refreshed brand, encapsulating its Customer
Commitment, reflects the Company's purpose: to connect customers to
what matters to them, from entertainment to education, from family
and friends to their careers, and to the possibilities of living
their lives, unlimited.
"Today's launch of Spectrum's Life Unlimited brand
platform marks a milestone in our journey to redefine what a
connectivity company means to its customers," said Sharon Peters, Executive Vice President, Chief
Marketing Officer for Charter. "This initiative is about so much
more than a new look and feel for the Spectrum brand; it is a
fundamental shift in how we operate, with the goal of building more
trust with our customers. Life Unlimited is a platform for
action that holds the customer experience at the center of
everything we do. By delivering competitive, reliable products and
exceptional customer service at an incredible value, we are
declaring our unwavering commitment to helping our customers lead
unlimited lives, anywhere and everywhere they need us."
More information is available at
spectrum.com/our-customer-commitment.
*Outages eligible for credit exclude power outages, natural
disasters, and overnight scheduled maintenance.
Note to Editors: For Life Unlimited images and video,
please visit Charter's media library.
About Spectrum
Spectrum is a suite of advanced
communications services offered by Charter Communications, Inc.
(NASDAQ:CHTR), a leading broadband connectivity company and cable
operator with services available to more than 57 million homes and
businesses in 41 states. Over an advanced communications network,
the Company offers a full range of state-of-the-art residential and
business services including Spectrum Internet®, TV, Mobile and
Voice.
For small and medium-sized companies, Spectrum Business®
delivers the same suite of broadband products and services coupled
with special features and applications to enhance productivity,
while for larger businesses and government entities, Spectrum
Enterprise® provides highly customized, fiber-based solutions.
Spectrum Reach® delivers tailored advertising and production for
the modern media landscape. The Company also distributes
award-winning news coverage and sports programming to its customers
through Spectrum Networks. More information about Charter can be
found at corporate.charter.com.
View original content to download
multimedia:https://www.prnewswire.com/news-releases/spectrum-announces-unprecedented-customer-commitment-free-internet-speed-lifts-and-new-bundled-pricing-302249060.html
SOURCE Charter Communications, Inc.