Charter/Spectrum is the epitome of the word "corporation" in all the worst respects. There are so many things wrong with the company, I could literally go on for hours, but like a doctor diagnosing a patient, you have to start with the symptoms and see what they point to. I could tell you about the 30 year old billing system that they still utilize for account and equipment management, or the records kept in triplicate every time a call comes in (like a joke out of a bad movie), or how about the daily gamble of which support tools will be out of service on which day. Yes, hours could be spent on these topics but in the end it all comes down to bad leadership.
Leaders who are specifically told that their job is to get their employees off of the phone. Leaders that feel that giving you help or advice more than once is beyond them (if they've told you once, they've told you a hundred times). Leaders that punish you for going above and beyond the call of duty. Leaders that train you in deception and diversion tactics to use against your customers. And beyond that, leaders who are above and beyond reproach.
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