Cable Support leading the pack

• Wake up, get coffee, come to the realization that my internet is down.  Dang.
• Unplug cable modem, router.  Plug back in.  Wait.  Christmas tree lights flash and blink, but no internet on computers.
• To the cell phone! Google search:
• By the time I type 'spec' of 'spectrum'- tech support is the second link listed in type-ahead

• The support page from my phone  
• Recommends the mobile app, with links to apple and google stores
• Download, open, sign in with account
• Shows my devices, services, billing, free WiFi locations (does anyone ever use one of those?) offers to upgrade
• Support on devices section app:
• What type of issue?  Drop-down choice
• Automated check from Spectrum to my modem
• App sez 'that didn't work, contact us?'
• Offer of phone or chat
• Don't call us, we'll call you
• Call when you're ready or now.  I chose now
• Phone rang immediately
• Agent confirmed my account
• Able to see my devices and provide guidance
• Couldn't resolve in 7 minutes; was able to tell me about missed data, etc.
• Will send technician, but be advised:
• Technician needs an adult present
• Technician may take up to 2 hours of work
• Does the window 3:00-4:00pm work for you?
• Automated phone survey about call center conversation minutes later.
• Email detailing the Service Appointment confirmation received
• 'service is on the way soon, but please take a moment to review the appointment details below'
• Service Address
• Order header (account, appointment, work order numbers, date and time window)
• How we'll contact you  (by email, by text to my number, by phone)- if you want to change any of those channels, click here…
• Automated phone call 15 minutes in advance:
• Technician "dave" ID number 1234abcd is on the way and should arrive in "time window".  Service work estimated to take up to 2 hours
• If this is still correct, no action on your part, simply hang up
• To change, press 2
• I hang up
• Technician arrives
• Has been to this location before.
• Has already checked signal information and suspects the modem, gets out of the truck with a new modem box in hand
• I show him the old modem and leave him for 15 minutes as he works.  Our timid puppy is scared
• He calls me back to the room and his work is complete, has tested thoroughly with his iPad.  It was the modem
• He goes above and beyond- gives advice about how much modems have changed, their internet bandwidth in my subscription goes beyond what my older router can deliver.  He explains this well and describes what type of router specs and features to look for, does not try to sell me a rental on one form Spectrum. 
• I sign the work order, digitally, as complete.  'No charge', he indicates, before I sign it
• They provided simple access, self service, clear communications, and right-the-first-time service when promised.  Are you listening, businesses?  The butt of service jokes, Cable-repair-man, is now leading the pack