"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. Seems basic. But, it's never been done. Great idea.
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.
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.
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.
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 ;)
3 comments about this article.
Post your comment/review now
Disclaimer: Please note that Facebook comments are posted through Facebook and cannot be approved, edited or declined by OnMilwaukee.com. The opinions expressed in Facebook comments do not necessarily reflect those of OnMilwaukee.com or its staff.
Recent Articles & Blogs by Jeff Sherman
Published July 29, 2015
Today, my alma mater - Marquette - helped fuel my fan fire by releasing a new app that is available for free download, thanks to a partnership with Bluechip Athletic Solutions, Inc.
Published July 29, 2015
Children's Hospital of Wisconsin is more than a hospital. It's at the center of an ongoing discussion about health, wellness and access to care for all kids in the state. Today, Peggy Troy talks about the mission, vision, challenges and opportunities at Children's.
Published July 27, 2015
Today I'm writing to ask the members of the state legislature to please vote yes tomorrow for the new Wisconsin arena and entertainment district in Downtown Milwaukee. It's important and vital to our state's long term viability. You should call or email your state representative, too.
Published July 25, 2015
Live @ Peck Pavilion on the Marcus Center for the Performing Arts grounds begins this weekend and runs through August 22.
Published July 24, 2015
That's right, Downtown Milwaukee may not have a ton of ice cream options but you can order ice cream on demand with #UberIceCream.
Published July 22, 2015
I need a new pair of glasses. I have two pair with my current prescription and one (an awesome SwissFlex frame) with outdated lenses. Yet, I seldom wear either pair other than late at night. This isn't probably the best course for my long term eye health, so I'm on the hunt for a new, cool frame.
Published July 16, 2015
Last weekend Visit Milwaukee hosted Jun Song, one of the most prominent travel bloggers in China, along with a rep from Brand USA, a destination marketing organization. The results are still coming, but he seems to have loved Milwaukee.
Published July 13, 2015
The Milwaukee Admirals will usher in a new chapter in team history and unveil a new logo and jerseys on Wednesday, July 15 at 6 p.m. at the BMO Harris Bradley Center.
Published July 10, 2015
On the evening of the NBA Draft, Wisconsin's Frank Kaminsky rocked a JCPenney suit that featured tanks sewed on the inside. Frank the Tank, get it? Now, he's starring in new commercials for the store.
Published July 7, 2015
Today, I talk with All Peoples Church, 2600 N 2nd St., about its green efforts. Linda Muth, the church's minister of partnerships, discusses the churches strategy.