Hi Diana, thanks for posting here! I'll respond to your questions then pass along my comments.
Question 1: Programming Guide. This is a very open question so I'll narrow it to the 2 issues I have with the current one:
a) Page+ on the Remote is below Page-, yet the top button (-) pages down and the bottom button up... confusing.
b) If you use the remote's arrows (in SD, not HD) to pass over channels every 5th press puts you over an ad - show me ads if you must (though I'd like that gone frankly), but please don't put them in my way when I'm trying to move to a channel, that's enough to get me to stop using the Guide altogether. For the time being I've done just that - tv.yahoo.com/grid
on my cell phone does a much better job for me. I use the Favorite Channels feature so I only have the 30 or so channels I actually watch listed.
c) That Favorite Channels functionality would be a good idea.
d) Speed of the Guide would help - if the box were smart enough to download and cache the page or 2 above and below the page you're on so they appear instantly, it would make the guide more useful. Speedy scrolling from channel 2 to say 80 would help too - I leave implementing that well to you, though if you'd like comments that specific just ask, I'm a UI Developer by trade.
Question 2: HD implementation (not programming):
Put it all in the clear - nothing scrambled. I've recently learned that when my service switches over from Adelphia channels to TWC, I'll lose Discovery HD so I can no longer pick it up "in the clear" on my QAM tuner on my PC. That's really disappointing. If I'm paying for it, I want it in the clear.
And now my comments:
I'll leave the long list of stories of confusion by TWC employees aside for now, but I must say, you've got to improve the knowledge of TWC employees there - it's making a real mess. I recommend putting together a short 5 or 10 question quiz and passing it on to a few people from each group in the company - some of the cable installers, some of the Customer Service Reps, some of the people at the Office of the President... . Ask things like:
"Is Analog Cable available via TWC?"
"List actions the customer may take to disconnect their cable:"
"List all HD channels on TWC:"
"What TWC phone number can a customer with a cell phone whose area code is outside Southern California call with questions or problems with service?"
Note to them this one will be graded to understand how well information has spread in TWC (answer: poorly), not to evaluate them. Then try to better inform everyone in the problem areas you identify, and possibly quiz again to see how it went.
As a clue to why I picked those questions, I was erroneously informed that Analog isn't available via TWC (it is) and that disconnecting my cable box ends my service. It doesn't, of course. I wanted to suggest to this high-ranking employee that a power outtage or cable box crash would inadvertently disconnect cable service for that customer if that were true - but chose to quietly let them believe whatever they wanted. You however should not let them do that ;o)
As for the phone number problem, I've received 10 answers to this question. All of them are incorrect and get me hung up on by a recording, except one which redirects me erroneously to Charter Cable. I wonder how many potential customers are being sent away because of this.