Posts Tagged ‘Time Warner’

Big vs. Small Business; and How It Relates to Customer Service?

Thursday, December 8th, 2011

Over the weekend I had a customer service experience which really highlighted the difference between big and small businesses.

For several weeks now I have been dealing with my Time Warner DVR not recording series such as the O’Reilly Factor, while it did successfully record shows such as Cavuto.  Everything was set properly and there seemed to be no reason why certain shows were recording properly and others not.

On Saturday, I finally had a few minutes to work on it and placed a call to Time Warner.  After  14 + minutes of being on hold I was connected with someone from technical support.  After explaining the issue, I was informed that an update caused the issue and was given instructions on how to resolve the problem.  The “solution” did not work and at the moment I still need to manually set my recordings.

At 9:48 on Saturday morning, my company received a service request from a person requiring technical support.  Their computer was having an issue with the hard drive and requested computer support ASAP.

While our office hours are Monday through Friday from 8:30 am to 5:30 pm, and they were not a client, they received a phone call back within 10 minutes.

Big business may barrage us with messages about how they value our business, but the bottom line is more small businesses really care about providing the best service possible.  It is the small business that typically jumps through hoops to help their customers.

We are currently offering a free Data Disaster Audit and Review to businesses in the Clifton Park, Albany and Saratoga area who would like some options to help Eliminate HI-Tech Frustrations.  If you’d like some free tips, give us a call or fill out our online form at www.HITmanSafe.com.

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When Technology Fails

Friday, November 11th, 2011

Like it or not we live in a world engulfed by technology.  And regardless of the technology, at times technology fails.  It’s the plans, and procedures we have in place to back us up during those times which separate the companies and people who deal with technology failures in a stressed out state and those who are able to weather the storms and continue.

Earlier this week our entire area was in a so-called Internet blackout state for a period of time for businesses and individuals who use Time Warner’s Road Runner.  While we have experienced many of these outages, this one seemed to be on a much larger scale and had the Road Runner crew scrambling.

Our office fielded many phone calls and it was very interesting to hear how people were reacting.  We had one woman who was in denial and wanted a service call even though the issue related to the Internet.  The majority of people calling in to our Clifton Park IT company were glad to know the issue was not with their systems and we were aware of the situation.

Because we work with many local and regional businesses we have been able to put into place backup procedures to help in times like this.  If you are unable to access certain portions of your business, how will you continue?  Will this be a major or minor incident?  We are currently offering a free Data Disaster Audit and Review to businesses in the area who would like some options to help Eliminate HI-Tech Frustrations.  If you’d like some free tips, give us a call or fill out our online form at www.HITmanSafe.com.

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BNI Presentation

Tuesday, May 18th, 2010

Last week I had the opportunity to speak at a local chapter of BNI International.

The talk I gave was regarding how the staff at ICOM Tech Services assisted the Saratoga City Center preparing for their move to additional facilities while the City Center was being relocated.  We created a VPN for the City Center setup a new phone system and coordinated with their phone line supplier and Time Warner for the additional cable requirements.  The City Center staff was going to be working from two locations for about a year.

What I found very impressive was how organized and well run the BNI meeting was.  I had heard a lot about BNI for years, but never attended any of their meetings.  Everyone was held to the time allotted for them to speak and the entire group was cordial and seemed very cohesive.

It was a very positive experience.

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A Good Example of a Bad User Interface

Sunday, January 24th, 2010

The user interface and information provided by Time Warner for their cable and video recorder seems to date back to the dark ages.  How such a large company can produce something so under-whelming in 2010 is a wonder.

Many times on a Sunday looking ahead to the week, I am amazed to find that their guide stops at Wednesday.  How can it be they do not know what is on Thursday night.  I could even guess and probably be 75% correct.

Why is it that the description is so poor for many shows (sometimes only displaying the title of the program)?  Shouldn’t they know what the program is about?  Wouldn’t it benefit their customers to provide more information?

The ability to record shows is also very limiting.  Why is there no function to record only new episodes?

If this were 2000, well maybe an excuse could be given.  But with all the great examples of information services and user interfaces and the resources available to Time Warner, such a poor user experience is inexcusable.

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