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One hour service windows for cable customers?
"Sure, we'll be there between 2 a.m. and 9 a.m. Thank you for your business."
OK, so the quote above is a bit of an exaggeration but if you're a cable customer you get the idea. Cable isn't exactly a business known for its timeliness or perfect customer service. Although, I will tell you this. I'm a Time Warner Cable costumer and they came on a Sunday two weeks ago and the "cable guy" showed up exactly when he said he would and even confirmed with a call 15 minutes before he showed up. It was great.
But, the cable and paid TV industry is frequently slammed for long wait times and generally crappy service. Some of the criticism is justified.
Time Warner, though, as I noted above has been pretty good and is out to make even bigger changes with ALL of its service and installation appointments now happening within a one-hour appointment timeframe.
That's right, Time Warner Cable customers in Wisconsin, the company says, should now enjoy some of the shortest waits in the home service and delivery industry.
"Our customers have better things to do than sit around and wait for cable service and installation," said Marci Pelzer, senior director of communications Time Warner Cable. "One-hour appointment windows are one more way Time Warner Cable is making life simple and easy for customers."
"Our 1,000 techs, engineers and customer service employees across Wisconsin listened to the needs of our customers and worked together to make this happen," said Pelzer in a news release. "There is a great sense of local pride that we are giving back precious time to our friends, families and neighbors."
In addition to offering shorter service windows at no extra charge, Time Warner Cable now estimates approximately how long it will take to get the job done. Â Seems basic. Â But, it's never been done. Â Great idea. Â
The first appointment of the day begins at 8 a.m. with the last appointment arriving at 7 p.m. Time Warner Cable service technicians also perform installations and service calls on Sundays (as they did for me) and holidays.
So, tell me, have you tried this new one hour service?
Let us know via the talkbacks.
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mikeyp3 | Dec. 20, 2012 at 11:13 a.m. (report)
Time Warner Cable's customer service continues to be among the worst in telecommunications and for that fact -- any industry I can think of. I recently suffered a two day outage -- during the Big 10 Championship and Packers game that same weekend. I spent hours on the phone trying to get help and was lied to numerous times by people who should be ashamed at their lack of capability. If there was a real alternative to Time Warner in this market -- I'd be there in no time flat. They completely suck and all of the PR stunts in the world won't change that.
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High_Life_Man | Dec. 19, 2012 at 10:58 p.m. (report)
More concerned about the rising prices. Really, TWC, you now charge me $4 a month for a modem I've had for over two years?
$160 a month is getting a bit extreme...won't be long before I cut the cable cord.
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shansen1785 | Dec. 19, 2012 at 6:38 p.m. (report)
I wish I could say the same about the service but I've had never been happy with Time Warner. I've had many hardware failures with HD digital cable and high speed internet not to mention outages. Tech's have never shown up on time and lie saying no one answered. I only have high speed extreme roadrunner now and am content with that but still seems to be throttled. I do like the self install ordering now cause I don't need to wait for a tech and finally was given a brand new modem and (cheap) wireless router through this ordering process. The modem has built in wireless so I dont quite know what the point of the (cheap) wireless router was intended for. Make my service at least reasonable and i will be a customer forever. Free service for 2 years is something that would heal my wound with them ;)
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