Mediacom offers 30-minute arrival windows, weekend appointments

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Mediacom Communications is stepping up its customer service efforts, announcing Monday that it will begin scheduling weekend and evening appointments, and offer 30-minute arrival windows to subscribers that take its first appointments available each morning and afternoon. The cable MSO normally offers four-hour appointment windows.

In addition to the improved appointment windows and weekend and evening appointments, Mediacom introduced a 90-day money back guarantee program. The Middletown, N.Y.-based MSO said will also outfit its field personnel soon with new uniforms.

"We believe this fresh new look will help convey a sense of consistency and professionalism to the customers we serve, and promote a spirit of teamwork and pride within our workforce," Mediacom SVP of marketing David McNaughton said in Monday's announcement.

In years past, many cable MSOs offered appointment windows that eight hours or longer, requiring a subscriber to wait at home most of the day for an installer to arrive. But several cable operators have narrowed appointment windows, as the industry faces increased competition from DirecTV (Nasdaq: DTV), Dish Network (Nasdaq: DISH), Verizon (NYSE: VZ), AT&T (NYSE: T) and other cable overbuilders.

Time Warner Cable (NYSE: TWC) recently began testing exact appointment times for new installations and service calls. Charter Communications (Nasdaq: CHTR) offers subscribers two-hours appointment windows, and Comcast (Nasdaq: CMCSA) is testing one-hour appointment windows with subscribers in Boston.

For more:
- see the news release

Commentary: Cable customer service is more important than a new brand

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