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Additional scheduling changes provide more “customer friendly” service calls

Release Date: 03/17/2010

Charlotte, NC – Time Warner Cable is making it easier and more convenient than ever to sign up for its digital phone service. Customers who call before 3pm can have new a new phone number installed the next day. “We are improving the customer experience by allowing customers to choose a time as short as one day for new phone service,” says Margie Fry, phone director, Time Warner Cable Carolina Region.  “This allows a customer who orders digital phone, cable and Internet to have all three services installed at one convenient time.”

Time Warner Cable’s Charlotte operation has also enhanced customer satisfaction by making changes to the service appointment windows it offers customers. In response to customer feedback, the company offers more ‘customer friendly’ appointment windows to coordinate with customers’ schedules. Time Warner Cable now offers earlier “first of day” appointments (8:00 to 9:00) and two evening appointments (5:00 to 7:00 & 7:00 to 9:00) so customers don’t need to take time away from work to have services installed or repaired. “These changes to our appointment windows offer customers better options to fit their schedule, which is crucial to overall satisfaction,” said Mike Smith, vice president and general manager, Time Warner Cable Charlotte.

Additionally, the company sliced customer wait-time in half when it replaced all four-hour appointment windows with two-hour appointment windows. Field technicians also perform installations and service calls on Sundays and holidays. “Our customers use our services 24/7 and we have a goal of connecting with customers anytime that is convenient for them. It is safe to say, the notion of waiting around all day for the cable guy to arrive as is often portrayed in sitcoms, is history,” said Smith.

For more information about Time Warner Cable products and services, visit or 1-800-TWCABLE.

About Time Warner Cable
Time Warner Cable’s Carolina Region provides video, Internet and telephone services to more than two million customers in more than 400 cities and towns across North and South Carolina. Time Warner Cable is the second-largest cable operator in the U.S., with technologically advanced, well-clustered systems located in five geographic areas-New York State, the Carolinas, Ohio, southern California and Texas. Time Warner Cable serves more than 14 million customers who subscribe to one or more of its video, high-speed data and voice services.  Time Warner Cable Business Class offers a suite of phone, Internet, Ethernet and cable television services to businesses of all sizes.  Time Warner Cable Media sales, the advertising arm of Time Warner Cable, offers national, regional and local companies innovative advertising solutions that are targeted and affordable.  More information about the services of Time Warner Cable is available at,, and

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