I’ve worked with computers for years, which means that whenever I go home I am seen as free tech support for my extended family. It doesn’t matter what the problem actually is, my folks think I’ll be able to fix it. Now that I use computers all day and work at a cable company, I think my parents think I can shoot a blue laser out of my finger and just network the whole house.
They’ve got a bunch of old lines, some of which have been gnawed on by squirrels, and no Internet in the downstairs part of the house. They don’t know if it’s a computer virus or a line problem or what down there, so they just sort of use the upstairs computer and have been waiting patiently for direction from somebody. Unfortunately they are not in our footprint.
They don’t need my help. They need SignatureHome™ — the new bundle from Time Warner Cable.
SignatureHome™ offers all of our coolest, newest technological services like Whole House DVR, our latest Wideband Internet service, Look Back, and Wireless Home Networking. But the best thing about the package is this:
It comes with dedicated service agents who manage the setup, phone care, online chat, and home networking for you. You get 24-hour personalized quality customer care, and access to a Personal Solutions adviser anytime by phone. That’s any time — 24 hour access to a team of people that can get your problems solved. Admittedly, you don’t get the same guy at 9 AM that you get at 4AM. But you do have a dedicated (and small) support team that knows you and your family’s needs.
In addition to combining customers’ most-valued features, SignatureHome™ caters to a growing residential market segment that places a premium on personalized service, installation and care. SignatureHome™ customers are assigned a specially trained team of SignatureService agents, including both Personal Solutions Advisors (PSA) and Connections Specialists. PSAs, who can be reached via a dedicated SignatureHome™ phone line or priority online chat, will field all SignatureHome™ customer inquiries, work with customers to customize their connectivity needs, and schedule a convenient reservation with a Connections Specialist.
The Connections Specialist will be available to spend the necessary* time to ensure that seamless connectivity is achieved and the customer receives an unparalleled, in-home service experience. For instance, a Connections Specialist is just as concerned with cleanliness as she or he is with connectivity. All Connections Specialists will arrive with a kit that includes a DustBuster for cleaning up dust on wires and sawdust from drilling, as well as shoe covers to further maintain the cleanliness of customer homes.
That’s magnificent. Just magnificent.
I mean, sure, I’d be excited to get Whole House DVR, Wideband, Remote DVR Manager, Look Back, Start OVer, Voice Zone on PC, Wireless Home Networking, Digital Home Phone and Caller ID on my TV/PC. But a dedicated support team that makes it all work together and answers the phone around the clock?
That’s like having a magic blue laser that shoots out of your finger.