Hey! What Gives? Installation Completed in One Day!

Kevin posted an interesting comment yesterday, expressing frustration about the prolonged outage he was experiencing after the storm.

While I have been a loyal Insight customer for over seven years now, I find out yesterday that a friend of mine called to establish new service on Monday and had his cable installed yesterday.  What gives?  I have to say that I am rather irked by this.  If Insight cannot show more concern for it's existing costumers, I am seriously considering alternatives for my online and TV needs.

I completely understand why he would feel that way.  This happened because our installation and repair professionals are completely separate groups with different training and different skill sets.  Although there is some overlap, the vast majority of our installation people are specialists in doing installations. 

It may seem as if the jobs are similar but they really are very different.  Installers focus on finding the best ways to run wires and installing consumer premise equipment and making sure it works.  Technicians troubleshoot within the home but they also go outside and locate problems that might exist in the neighborhood electronic equipment that could be the cause of service issues. 

If we could have increased our service restoration by delaying installations and shifting everyone to repair, we certainly would have.