Charter must vary by location, I have had Great service by them.
When I first hooked up at the new house, I got lousy connections. Tech came out over the weekend, an hour after I called on the problem, and replaced, for free, the Splitter INSIDE my house that I had just gotten from Fry's Electronics. No Charge. The kewl part was I don't have inside the house service through them, so they could have charged me a couple hundred bucks to test and repair.
I went in yesterday to talk about my bill, which was high compared to the promotions they were advertising, and asked if they could upgrade my service or reduce the price to match the offers. I don't mind paying, but do mind subsidizing the new subscribers

They reduced my rates AND took my expanded basic and added a bunch of movie channels, then sent my 5mb internet up to 10mb.
I'm happy, took about 10 minutes worth of talking to them at the counter.