I have a CableCard install scheduled for the 22nd. I went online to check the status of the order, and just for the sake of it I clicked on "Change". When the screen opened, the online tool said that there was an opening for TODAY between 8 AM - 5 PM, so I tried to change. The response on the website said that my schedule change couldn't be accomidated online, and to call 888-553-1555.
So I did, and I think her name was Kim. I informed her of what I saw on-line, but she couldn't find anything in the system, and then checked another department to see if there was indeed something open. All the while, she would jump back in and let me know she was still there, and was still checking.
The end result was not what I wanted, as there was no open slot today, but she handled it very professionally. She appeared to try all avenues available to her, and as a customer that is all I am really looking for.
I just thought I would relay a positive CS experience. Now, the web site information, that is another matter! 
Carl