lol 4 PM, I wish it worked like that.
I only get the "Your scheduled call will be between 8 AM and 8:30 PM, please be available during that time frame. Please note, due to increased call volume we are unable to designate anything other than a time block for the call, thank you for your understanding." BS. Same with ISP/service tech installs and shipping packages.
Speaking from experience, the thing with ISP service calls is that the time it takes can vary wildly. Sometimes we get called out to turn the thing off and on again, sometimes the wiring is so fucked that we aren't even sure how the customer has an internet connection in the first place. If you're the third stop for the day, the first two might be any combination of those.
No yea I totally understand why it happens, it's just from a consumer POV it's super annoying that it does. It basically forces the consumer to either take the day off, or to try to have it planned on an already scheduled day off and just do nothing that entire day.
It used to be you could just call and they would give a limited time slot and you would just need to make sure someone was there at the scheduled time, now it seems everyone's underhiring to maximize profit(somewhat understandable needs to make money somehow idle techs = loss salary) and techs are being forced to double or sometimes even triple dip.
If it was properly formatted, the type of service call would be known ahead of time. Investigative type calls would be separated from actual work calls. a visit to see why the internet is down should not be coupled with service calls that require delayed work, if they show and it's an easy fix then sure but, something that would cause a tech to miss their second service window should be a "hey, I believe X is the issue, but we need to schedule to have someone fix this..." or better yet.. if you know that the person will be the third or fourth stop that day, not tell the consumer "yea the window is 8-8 could show up any time" that way the customer can do something on the day off. No point in having the person wait for a morning slot if it is likely not going to be available early morning.
I would rather get given a percise time slot, and then get a call saying "hey im running early do you have the ability to be there earlier?" then wait all day and then around 6:30 PM they decide to finally show up. Waste of the consumers time.