Standards of Customer Service | Minimum Compensation for Noncompliance |
Standards of Customer Service | Minimum Compensation for Noncompliance |
Responsiveness | |
Guaranteed Seven Day Residential Installation and Service | |
Grantee shall complete Standard Installations and service requested by a Customer within seven business days after order has been placed. | Free installation, or, if the installation fee has been waived for promotional reasons, then one month’s basic service; for a service violation, $15 credit |
Grantee shall provide Customers seeking Non- Standard Installations with a total installation cost estimate and an estimated date of completion. | Free installation, or, if the installation fee has been waived for promotional reasons, then one month’s basic service |
All underground cable drops shall be buried no less than 12 inches deep and work shall be completed in no more than three calendar weeks from the installation. | $10 credit |
Residential Installation and Service Appointments | |
All Grantee Customers wanting installation of cable or service may choose any available three hour time block between 9:00 a.m. and 5:00 p.m. six days a week. | $25 credit |
The Grantee may not cancel an appointment with a Customer after 5:00 p.m. on the day before the scheduled appointment. | $25 credit or the guarantee offered by the Grantee, whichever is greater |
If the Grantee cannot make an appointment for any reason, the Grantee shall contact the Customer before the end of the scheduled appointment and reschedule at the convenience of the Customer. | $25 credit, or the guarantee offered by the Grantee, whichever is greater |
If the Grantee technician arrives within the agreed-upon time, and the Customer is absent, the technician shall leave written notification of arrival and return time, and the Grantee shall contact the Customer within 48 hours to reschedule. | $10 credit if the customer is not contacted within 48 hours |
TV Reception Difficulties and Cable Modem Internet Connection | |
All Grantees shall make repairs promptly, and interrupt service only for good cause, during periods of minimum use of the system, and for no more than 24 hours, except where unavoidable. | One day’s free service for each day in which there is a service interruption for each Customer in the affected area |
All Grantees shall provide clear television reception that meets or exceeds FCC technical standards. | One day’s free service for each day in which reception falls below FCC standards |
All Grantees shall meet all specifications advertised for Internet services. | One day’s free service for each day in which any advertised specification is not met for affected Customers |
If a Customer experiences poor video or audio reception due to Grantee equipment, the Grantee shall repair the problem no later than the next day, unless otherwise agreed to with the Customer. | One day’s free service for each day after the Customer has called and the problem remains uncorrected |
Problem Resolution | |
All Grantees shall be able to provide credit, waive fees, schedule appointments and change billing cycles. Any difficulties that cannot be resolved by the Customer service representatives shall be referred to a supervisor who shall make best efforts to contact the Customer within 24 hours. | $10 credit |
In the case of difficulties that cannot be resolved, the supervisor shall make best efforts to contact the Customer within four hours and resolve the problem within 48 hours or within such other time frame as is acceptable to the Customer and Grantee. | $10 credit |
Billing, Credits and Refunds Customers shall receive a clear and concise bill monthly. The Grantee shall respond to a Customer’s billing inquiry made by telephone or e-mail within 48 hours, and to a written billing inquiry within two weeks of receipt of the inquiry. | $10 credit |
All Grantees shall allow 30 days from the date a subscriber bill is sent before imposing an administrative fee not to exceed $1.50 per bill. | $10 credit |
If a Customer requests disconnection of any or all services, billing for affected services shall end on the same day, or on the future date for which the disconnect is ordered. All Grantees shall issue a credit or refund within 15 business days after the close of the Customer’s billing cycle following the return of the equipment and request for disconnection. | $10 credit or refund if the Customer’s account has closed |
Deposits shall accrue interest at a fair market rate. Within ten days after termination of service for any reason, the Grantee shall repay any deposit with a statement showing accrued interest to the Customer less any sums owed to the Grantee. | $10 credit or refund if the Customer’s account has closed |
Respectful Treatment of Property | |
Grantees shall replace any trees or shrubs damaged during any installation or repair. | $25 credit plus any additional repairs or reimbursement if the Grantee fails to replace or repair the damage |
Grantees shall restore any damaged property to the same condition it was before damage occurred. | $25 credit plus any additional repairs or reimbursement if the Grantee fails to replace or repair the damaged property |
Grantees will give notice to property owners before entering premises, specifying the work to be done. In the event of an emergency, the Grantee shall attempt to contact the property owner or legal tenant in person, and shall leave a door hanger notice in the event personal contact is not made. | $15 credit if the Grantee fails to provide notice or enters premises without permission, plus any additional repairs or reimbursement |
All Grantee personnel shall clean up debris caused by the Grantee’s activities at a work site and properly dispose of cable materials. | $15 credit plus cleanup and disposal of debris |
Services for Customers with Disabilities | |
All Grantees will deliver and pick up converters at the home of Customers with disabilities. In the case of a malfunctioning converter, the technician shall provide another converter, hook it up and ensure that it is working properly, and shall return the defective converter to the Grantee. | $25 credit |
All Grantees will provide TDD/TYY service through trained operators who can provide any assistance regularly available from a CSR at no charge. | $25 credit |
Grantees will install, at no charge, any closed captioning device purchased by a hearing- impaired Customer. | $25 credit |
Grantees will provide free use of a converter remote control unit to mobility-impaired Customers. | $25 credit and provision of remote control unit |
Customer Information | |
Upon installation, or at a Customer’s request, Grantees will provide the following requested information and credit information: A. Products and services offered; B. Complete range of service options and prices; C. Customer service standards; D. Instruction on use of cable TV, interactive TV, Internet service, remote and on standard VCR hookups; E. Billing, collection and disconnect policies; F. Customer privacy requirements; G. Complaint procedure, containing the City of the designated agency to whom the Complaints should be addressed; H. Use and availability of A/B switch; I. Use and availability of parental control/lock- out device; J. Special services for Customers with visual, hearing or mobility disabilities; K. Days, times of operation, and locations of the service centers; L. A copy of Chapter 4-280 of the Municipal Code and all appendices thereto. | Provide Customer with the information. $10 credit for failure to provide |
Grantees shall provide customers and the City with written notification of any change in rates, programming, or channels at least 30 days before the date of the change. | $10 credit for each affected Customer |
All officers, agents, and employees of the Grantee, its contractors and subcontractors in personal contact with the Customer shall have a visible identification card with their name and photograph and shall orally identify themselves upon first contact with the Customer. | $10 credit |
All CSRs shall identify themselves orally to callers immediately following the greeting during each telephone contact with the public. | $10 credit |
Each CSR, technician, or employee of the Grantee in each contact with a Customer shall state the estimated cost of the service, repair, or installation orally prior to delivery of the service or before any work is performed, and shall provide the Customer with an oral statement of the total charges before terminating the telephone call or before leaving the location at which the work was performed. | $10 credit |
Customer Privacy | |
For any violation of privacy per federal law or Municipal Code | The Customer has the choice of either a check for $150, or a credit to Customer account in the same amount. |
Safety | |
When the Grantee receives notice that an unsafe condition exists with respect to its equipment, Grantee shall investigate such condition immediately, and shall take such measures as are necessary to remove or eliminate any unsafe condition. | At least $40 a day for each 24 hours’ delay in responding to the Customer safety concerns |
Satisfaction Guaranteed | |
Grantees will guarantee Customer satisfaction for every Customer who requests new or upgraded Cable Service or Other Service of receiving the service and receive a pro rata credit in an amount equal to the pro rata charge for the remaining days of service being disconnected if the Customer is dissatisfied with the service, except where a free promotion has been offered, there shall be no charge of any kind for the service or for disconnection of the service. | The Customer will have the opportunity to cancel upgraded Cable Service or Other Service within 30 days |