Spectrum is making a lot of promises as part of its latest brand refresh.
In what Spectrum is calling an "unprecedented customer commitment," the internet, mobile and video provider is promising a slew of new benefits, including a free speed upgrade, outage credits and same-day service technician visits. It's all part of its new "Life Unlimited" brand platform, which is rolling out across the country this week.
Spectrum is promising its customers performance and service benchmarks, a simplified pricing strategy and increased internet speeds.
"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," said Sharon Peters, executive vice president and chief marketing officer for Charter Communications. "Life Unlimited is a platform for action that holds the customer experience at the center of everything we do."
As part of its effort to maintain reliable connectivity, Spectrum said it will fix any service disruptions quickly and dispatch a technician the same day a customer requests it, as long as it's before 5 p.m. If it doesn't, Spectrum said the customer will receive credit.
If there is a service outage in a neighborhood that lasts more than two hours - excluding power outages, natural disasters, and overnight scheduled maintenance - Spectrum said agents will offer a credit for the full day's service. Customers will also be notified within 15 minutes of any reported outage, and will be given an estimate as to when service will be restored.
Technicians will be available the same day or next day for installations. Spectrum will give a customer's money back if they're not satisfied with their services within the first 30 days, or the first 14 days for a mobile device.
Spectrum also said it will improve its pricing plans without requiring customers to sign contracts. Pricing will be guaranteed for three years.
Beginning Tuesday, Spectrum Internet, which has starting speeds of 500 megabits per second, will be offered as low as $30 per month and Spectrum Gig will be offered as low as $40 per month when they are bundled with two lines of Spectrum's fastest mobile and/or video services.
Spectrum One will remain available for customers who don't bundle. Spectrum One will have a higher starting speed of 500 Mbps with one free unlimited mobile line included for one year.
The business news you need
Get the latest local business news delivered FREE to your inbox weekly.
Sign up! * I understand and agree that registration on or use of this site constitutes agreement to its user agreement and privacy policy.