(A) All appointments for service, installation or disconnection shall be specified by date. Each franchisee shall specify a specific time at which the work shall be done, or offer a choice of time blocks, which shall not exceed four hours in length unless the subscriber agrees to a longer period of time. The franchisee may also, upon request, offer service installation calls outside normal business hours, for the express convenience of the customer. If at any time an installer or technician believes it impossible to make a scheduled appointment time, an attempt to contact the customer will be made prior to the time of appointment and the appointment rescheduled at a time convenience to the customer.
(B) (1) Subscribers who have experienced two missed appointments due to the fault of a franchisee shall receive installation free of charge, if the appointment was for installation.
(2) If an installation was to have been provided free of charge, or for other appointments, the subscriber shall receive a 50% discount on one month of basic cable service tier or its equivalent.
(C) With regard to mobility-limited customers, upon subscriber request, each franchisee shall arrange for pickup and/or replacement of converters or other franchisee equipment at the subscriber’s address or by a satisfactory equivalent (such as the provision of a postage-prepaid mailer).
(D) Under normal operating conditions, requests for service, repair and maintenance must be acknowledged by a trained customer service representative within 24 hours, or prior to the end of the next business day, whichever is earlier. A franchisee shall respond to all other inquiries, including billing inquiries, within five business days of the inquiry or complaint.
(E) Under normal operating conditions, installations made within 150 feet of the existing distribution system shall be completed within seven business days after the order is placed. Repairs and maintenance for service interruptions and other customer location repairs must be completed within 24 hours, or if it is not possible to be complete the work within 24 hours, then work must have commenced within the time period and be diligently continued thereafter until completed. Work on all other requests for service on franchisee’s facilities must be begun by the next business day after notification of the problem and must be completed within three days from the date of the initial request, except installation requests, provided that a franchisee shall complete the work in the shortest time possible where, for reasons beyond the franchisee’s control, the work could not be completed in those time periods even with the exercise of all due diligence; the failure of a franchisee to hire sufficient staff or to properly train its staff shall not justify a franchisee’s failure to comply with this provision. Except as federal law permits, no charge shall be made to the subscriber for this service, unless required due to damage caused by a subscriber.
(F) The franchisee shall not cancel a service or installation appointment with a customer after the close of business on the business day preceding the appointment.
(G) The standards of divisions (D) and (E) above shall be met at least 95% of the time, measured on a quarterly basis.
(`92 Code, § 8-1-82) (Ord. 96-19, passed 10-2-96)