"Approximately 95% of all buyers are electing to self-install the modem and more than 80% of those customers have been able to install the cable modem without requiring a truck-roll."
Hmmmm...I rather doubt it's as high as 95%. Maybe customers have been faced with either a self-install, or settle for a two-week wait. Americans are impatient people. We want the service yesterday.
When I hooked up my new Dell to @Home, I used the old, original, @Home software. I needed a tech person (over the phone) to tweak things. It only took a few minutes, but it was complicated and very necessary.
As for the 80% not needing a truck roll...that is also a little fishy. First, it means that customers are either rerouting their cable connection themselves, or settling for the current location. Now, Ah made some good points many posts ago on the procedure that truck roll personnel go through. First, they test the connection to the house, making sure it's adequate. Sorry, I can't think of a better way to describe it. I had a good connection, otherwise, the guy was going to lay new cable to my home. Secondly, they want the computer and TVs separated. The installer told me that he did not want the connection weakened by six TVs on the same splitter as the computer. Third, they snip off all Radio Shack paraphernalia and replace it with the best hardware available. The tech person doesn't leave the home until the service is up-to-snuff.
I want self-installs, but I also want subscribers to have the best experience possible. I don't want them to be dissatisfied...when it could be the result of an amateur hookup.
School begins next week. "Happy days are here again...
Ed |
