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Time Warner Cable Introduces One Hour Appointment Windows, Time Estimates to Complete Work

Phillip Dampier December 27, 2012 Consumer News, TWC (see Charter) 1 Comment

twcGreenTime Warner Cable is introducing customers to shorter wait times in several midwestern cities, in some cases offering appointment windows of just one hour.

“Our customers have better things to do than sit around and wait for cable service and installation,” said Shannon Mullen, TWC’s regional vice president of operations.

Customers in some cities can now request 15-minute appointment windows that coincide with various times technicians begin their shifts. Offering the first service call of a technician’s workday makes it easy to assure a cable truck will be in a customer’s driveway on time. Offering one-hour time windows the rest of the day is possible with better coordination with technicians and years of experience tracking the average times service calls usually last. The company is now prepared to share that knowledge with customers — providing an estimate of how long in-home installation or repair work is likely to take.

Appointments will begin at 8am and scheduled as late as 7pm. Service calls are also available on Sunday and holidays in some areas.

The company began testing the shortened windows in the beginning of 2012 and has gradually expanded them to different regions. Maintaining good service has proved important, especially in areas where the operator faces competition from community-owned providers, Google Fiber, AT&T U-verse, or Verizon FiOS.

Currently there is 1 comment on this Article:

  1. James R Curry says:

    I can confirm that one hour appointment windows are available here in Central Texas. The last few appointments that I’ve had set have all been one hour windows.

    (They’ve not actually managed to fix my service and Time Warner customer service tells me something different every time I call them, but that’s another story…)

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