Time Warner Cable Testing 1 Hour Install Window Has Been Deployed in Four Cities Time Warner Cable is testing a new system that should allow the company to reduce the current four hour technician visit window to just one hour. According to the Milwaukee Journal Sentinel, Time Warner Cable has been testing the new system for the last six months in Milwaukee, Kansas City, Cleveland and Dallas. The new technician deployment system should result in technicians arriving within a one-hour window 98% of the time. Cable operators traditionally exist in the cellar of consumer satisfaction rankings, and waiting half the day (or several days) for an install or repair technician is a large reason why.
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  LightSPremium
join:2005-12-17
Greenville, TX | This shouldn't be "testing" It should be SOP.
Sure, there are always different cases, or custom installations, but they should call & reschedule it or get another technician assigned to the job if they're going to be late. | |
|  | Reviews:
 ·T-Mobile US
·Sprint Mobile Br..
| Re: This shouldn't be "testing" You're gonna get a half assed job with this. There is either gonna be techs sitting around doing nothing until that hour window comes up or a tech that would normally do more at your job is going to rush it to get to the next one. Contractors only get paid if they do the job, none (with exceptions) want to give their jobs away. | |
| | |  Camelot OnePremium,MVM
join:2001-11-21
Greenwood, IN
kudos:1 | Re: This shouldn't be "testing" said by bobjohnson:You're gonna get a half assed job with this. There is either gonna be techs sitting around doing nothing until that hour window comes up or a tech that would normally do more at your job is going to rush it to get to the next one. Contractors only get paid if they do the job, none (with exceptions) want to give their jobs away.
I have to agree completely. And at least here in Austin, it would seem that to hit that 1 hour window, they are just booking fewer jobs each day. My call for a repair is scheduled 2 weeks from now.
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·T-Mobile US
·Sprint Mobile Br..
| Re: This shouldn't be "testing" said by Camelot One:said by bobjohnson:You're gonna get a half assed job with this. There is either gonna be techs sitting around doing nothing until that hour window comes up or a tech that would normally do more at your job is going to rush it to get to the next one. Contractors only get paid if they do the job, none (with exceptions) want to give their jobs away.
I have to agree completely. And at least here in Austin, it would seem that to hit that 1 hour window, they are just booking fewer jobs each day. My call for a repair is scheduled 2 weeks from now. Yeah, this is another problem... If you have 10 techs and 100 jobs, you can give 3 8-12's, 3 1-5's and 2 after 5's as an example.. This way they probably do 1 8-9, 1-10-11, 1 1-2, etc. Instead of those 8 jobs now one tech is only gonna get 5 or 6 max. Exactly why your appointment is 2 weeks out instead of 2 days.
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| | | | 100% agree.
This is bad for everyone involved whether they know it or not. | |
| | |  dvd536as Mr. Pink as they comePremium
join:2001-04-27
Phoenix, AZ
kudos:4 | said by bobjohnson:You're gonna get a half assed job with this. you get a half assed job anyway when dealing with subs.
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Despises any post with strings. | |
| | | | Reviews:
·T-Mobile US
·Sprint Mobile Br..
| Re: This shouldn't be "testing" said by dvd536:said by bobjohnson:You're gonna get a half assed job with this. you get a half assed job anyway when dealing with subs. That's not always the case. But this scheduling will assure that the few good ones are gonna rush now. | |
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| | 1 hour may be to short That $20 better NOT out come out the tech's pay or things may get like Domino's Pizza 30 minutes or free where people died due to unsafe driving. | |
| | | | Re: 1 hour may be to short WOW already does a 1hour window in Cleveland and actually works fine. | |
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 CabalPremium
join:2007-01-21
Austin, TX
 ·Suddenlink
| Flip side The flip side of this is that you're going to see more jobs half-done (or half-heartedly done) so the installer can speed off to his next appointment on time.
I'll take the more thorough job, thanks.
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If you can't open it, you don't own it. | |
| | LightSPremium
join:2005-12-17
Greenville, TX | Re: Flip side Eh, to an extent. I'd rather not waste 8 hours of time taking a day off and then the tech just doesn't show up... | |
| | | | It means they will arrive within a one hour window that the customer service person gave you. It does not mean they only have one hour to do the work at your house. | |
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 jgkoltPremium
join:2004-02-21
Lakewood, OH | one hour window BUT stricter on cancellations I had an appointment with a 1 hour window as they say but there were still problems. I received an unexpected phone call for 2 minutes and time Warner called at that time. Since i didn't pick up at that very moment they Instantly cancelled my service for that day. Within minutes i called time warner back and they said sorry service was cancelled you did not pick up and i needed to reschedule. I already left work and lost pay and they didn't show up.
The process went like this.
-After replacing modem by stopping in store initial issue resolved new issue occurred with connection.
-Called and finally got someone scheduled to come out.
received call next day to have me call back and confirm appointment.
-Left work early, they called and i didn't pick up that minute so appointment was cancelled even though i confirmed the other day.
-called back and they wouldn't send tech out even though it was minutes ago they called.
-rescheduled for new appointment
-made sure i didn't pick up for doctor or anyone else so the cable guy could call,they called early and tried to stop by early
-left work early
-guy came out, said there was problem, and couldn't fix it himself i would have to wait a few days
-other guys worked on system for street and 3 days later it was fixed.
SO just because they have a 1 hour window doesn't mean it is any better, i still had to leave work early and lose pay multiple times.
For price and transmission type they have a monopoly in my neighborhood and the process did not leave me a happy customer. | |
| | | Who cares? Who cares? This is so stupid, and is something they're doing instead of doing what they should be doing.... Investing in their network and lowering their prices.
Will be used as justification (even if just internally) for a rate raise. | |
| | elray
join:2000-12-16
Santa Monica, CA | Re: Who cares? said by ericthered26:Who cares? This is so stupid, and is something they're doing instead of doing what they should be doing.... Investing in their network and lowering their prices.
Will be used as justification (even if just internally) for a rate raise.
Believe it or not, the cable industry, at least in our state, has been steadily working at improving their image and customer satisfaction, all the while, their rates remain quite reasonable.
We've had very good experience with cable install and repair overall, especially compared to AT&T, where we not only had to pay "insurance" of nearly $100/year/line, but had to place pre-emptive repair calls in order to be assured that a truck would show up in less than two weeks after the first rain of the season.
Reducing customer-wait-time from a full day, to a half day, to an hour window may not rank as significant to you, but for most folks I know, a day wasted waited for a repairman or technician is quite frustrating and burns any goodwill the company had.
While you may rant that they "should be" doing this anyway, the fact is that it remains an area that they can improve upon, with the simple application of technology and attention - at virtually no cost - and win customer hearts - and continued business.
As for lowering their prices, I'm not sure how you expect them to do that.
They're already quite cheap, absent stupid-modem-rental-fee-tricks. | |
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 beachintechThere's sand in my tool bagPremium
join:2008-01-06
kudos:5 | Bad Idea It will never work with any marked success. | |
| | | | Re: Bad Idea It works for others, WOW, but then again, I don't know of any contractors that do installs or repair for them, especially in Cleveland where WOW already does the 1hour install windows. | |
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swarto112Premium
join:2004-02-17
Brookfield, WI Reviews:
·Time Warner Cable
| spoiled Fios vs TWC after using Fios for 3 yrs and moving out of their service area I cant stand TWC's poor quality of transmission. the ineptitude of the service...if its outside of plugging in the their testing unit they bring with might as well just have got some tin foil and tuning it in yourself. should be way easier to get service | |
| | |  Doesn't mean anything when they set appts so far out
There is a constant issue in my area, they come out, swap a slitter or something just to say they did something, say they are going to call the "line crew" because the problem isn't inside the house, then that's it.
Call back a week or two later, new tech, 10 days later, same story repeats.
They are setting appointments further out, and doing less on the appointments. | |
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