For the same reason that they should make sure every tech has a functioning screwdriver? Everything that adds 5 minutes to an appointment adds up.
The success of e.g. Apple is because they wake a product that works, not because of some nerdy argument about settings. If your product is getting a tech to show up within an N-hour timeframe, you need to find ways to engineer that.
Of course, as has been pointed out up thread, most cable companies don't have to care if their appointments are reliable, so they don't, and whichever department made that web form probably wasn't accountable either.
The success of e.g. Apple is because they wake a product that works, not because of some nerdy argument about settings. If your product is getting a tech to show up within an N-hour timeframe, you need to find ways to engineer that.
Of course, as has been pointed out up thread, most cable companies don't have to care if their appointments are reliable, so they don't, and whichever department made that web form probably wasn't accountable either.