Spectrum Unveils Enhanced Customer Commitment and Services

Spectrum Unveils Enhanced Customer Commitment and Services

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'

Spectrum has recently made a series of impactful announcements aimed at enhancing its customer-first philosophy. These new measures include a groundbreaking Customer Commitment that provides specific performance and service benchmarks for Spectrum customers. The company has introduced a simplified pricing strategy that allows customers to choose bundles with guaranteed pricing, featuring a 500 Mbps Spectrum Internet plan beginning at $30 per month when bundled with two lines of Spectrum’s leading Mobile and/or Video services. Furthermore, all existing customers of Spectrum Internet and Spectrum Internet Ultra will see an automatic speed upgrade to 400 and 600 Mbps, respectively, at no additional cost.

These commitments are part of Spectrum's newly launched brand platform, Life Unlimited, which aims to offer customers a life filled with opportunities and possibilities through seamless connection across Spectrum's Internet, Mobile, and Video services.

Introducing Spectrum's Customer Commitment

To align with evolving customer needs, Spectrum conducted thorough research involving their current and potential clientele, as well as employees. This feedback was instrumental in shaping the development of the Customer Commitment, which is centered around Spectrum's pledge of "keeping you connected to enhance your life, whenever and wherever you need us."

The Four Pillars of the Spectrum Customer Commitment

1. Reliable Connectivity: Spectrum ensures 100% connectivity for customers with prompt issue resolution.

• In the event of service interruptions, technicians can be dispatched within the same day if requested before 5 p.m.
• Should a local outage extend beyond two hours, a full-day credit will be offered to affected customers.
• Spectrum will consistently invest in its network to provide reliable service.

2. Transparency at Every Step: Clear and straightforward pricing, as well as timely service updates, are central to Spectrum's commitment.

• Customers will be notified within 15 minutes of identifying a neighborhood outage, along with an estimated restoration time.
• All pricing will be whole dollar amounts, inclusive of taxes and fees.
• No annual contracts will be required for any residential services.

3. Exceptional Service: Outstanding customer experiences are a core focus.

• Spectrum offers 24/7 U.S.-based customer service, with same-day or next-day technician support available if needed.
• Money-back guarantees are offered if customers are not fully satisfied within the first 30 days of service.
• A similar 14-day satisfaction guarantee is available for new mobile devices.

4. Always Improving: Spectrum prioritizes customer feedback to enhance products and services.

• The company is preparing for the future of connectivity by advancing their network capabilities to support symmetrical and multi-gigabit speeds.
• With Xumo, Spectrum aims to expand its streaming services, providing additional entertainment options at an incredible value.
• An ongoing commitment involves increasing their network infrastructure to connect an estimated 1.75 million underserved homes and small businesses nationwide.
• Continual investment in the network is focused on achieving a future with zero service interruptions and a streamlined process for automated credits.

Bundled Pricing and Increased Internet Speeds

As part of the Customer Commitment, Spectrum has also unveiled new pricing plans that guarantee rates for up to three years. Starting September 17, customers can access Spectrum Internet with speeds of 500 Mbps for as low as $30 per month when bundled with two lines of the fastest Mobile and/or Video services available. Furthermore, Spectrum Gig plans are available for as low as $40 per month with a similar bundling.

For those opting out of the new bundled rates, the enhanced Spectrum One offer remains available, now providing a free Unlimited mobile line for a year and starting speeds of 500 Mbps.

Cliff Hagan, Executive Vice President of Customer Operations at Charter Communications, expressed, "This commitment goes beyond mere words; it's about tangible action. With our dedicated workforce and state-of-the-art tools, we strive to meet and exceed customer expectations, while ensuring reliability and transparency remain at the forefront of our services."

Launching the 'Life Unlimited' Brand Platform

The rebranding of Spectrum under the Life Unlimited banner reinforces how the company’s advanced network capabilities enable customers to overcome barriers and seize opportunities, enriching their lives. Starting immediately, a series of Life Unlimited themed advertisements will be introduced across all media platforms aimed at residential and small/medium-sized business customers. Accompanying this is a new color palette reflective of the brand's fresh vision.

Sharon Peters, Executive Vice President and Chief Marketing Officer, remarked, "Today's launch of the Life Unlimited brand signifies a pivotal moment in redefining connectivity companies' relationships with customers, highlighting our mission to enhance trust through reliable service and exceptional offerings that cater to their needs. Our commitment is to help customers live unlimited lives, anywhere they need us."

Frequently Asked Questions

What is Spectrum's Customer Commitment?

Spectrum's Customer Commitment includes reliable connectivity, transparent pricing, exceptional service, and a promise to continuously improve based on customer feedback.

How will the new pricing plans benefit customers?

Customers can enjoy guaranteed pricing for up to three years and significant reductions in internet service costs when bundled with mobile or video services.

What is the 'Life Unlimited' brand platform?

The 'Life Unlimited' brand platform represents Spectrum's mission to provide customers with advanced connectivity that enhances their opportunities and enriches their lives.

Are there any contracts required for Spectrum services?

Spectrum offers services without any annual contracts, providing flexibility and ease for customers.

How does Spectrum plan to improve its services in the future?

Spectrum is committed to investing in its network capabilities to ensure reliable service, increase internet speeds, and enhance customer experiences through continuous improvements.

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