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Schedule
A—Credits to Customers |
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Standards of
Customer Service |
Minimum
Compensation for Noncompliance |
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Courtesy |
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All Cable Operator employees
shall be friendly, knowledgeable and helpful and provide timely services. |
$5.00 credit |
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Responsiveness |
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Guaranteed Seven (7) Day Residential Installation and
Service |
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Cable Operators shall complete
Standard Installations and service requested by a Customer within seven (7)
business days after order has been placed. |
Free installation, or one (1)
month’s basic service, if the fee has been waived for promotional reasons;
for a service violation, $10.00 credit |
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Cable Operator shall provide
Customers seeking Non-Standard Installations with a total installation cost
estimate and an estimated date of completion. |
Free installation, or one (1)
month’s basic service, if the fee has been waived for promotional reasons |
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All underground cable drops
shall be buried no less than twelve (12) inches deep and work shall be
completed in no more than three (3) calendar weeks from the installation. |
$5.00 credit |
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Residential Installation and Service Appointments |
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All Cable Operator Customers
wanting installation of cable or service may choose any available four (4)
hour time block during Normal Business Hours. |
$10.00 credit |
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The Cable Operator may not
cancel an appointment with a Customer after |
$10.00 credit or the guarantee
offered by the Cable Operator, whichever is greater |
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If a Cable Operator cannot make
an appointment for any reason, the Cable Operator shall contact the Customer
before the end of the scheduled appointment and reschedule at the convenience
of the Customer. |
$10.00 credit or the guarantee
offered by the Cable Operator, whichever is greater |
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If a Cable Operator 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 Cable Operator shall contact the Customer within forty-eight (48) hours
to reschedule. |
$5.00 credit if the Customer is
not contacted within forty-eight (48) hours |
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Outages and Service Interruptions |
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System outages resulting from
Cable Operator equipment failure affecting five (5) or more Customers, the
Cable Operator shall initiate repairs within two (2) hours after the third Customer
call is received. |
One (1) day’s free service for
each day in which there is an outage for each Customer who reports an outage |
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Repairs shall be initiated for
all other interruptions resulting from Cable Operator equipment failure
within twenty-four (24) hours. |
One (1) day’s free service for
each day in which there is an outage for each Customer who reports an outage |
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Initiate repairs for all service
outages or interruptions beyond the control of Cable Operators within
twenty-four (24) hours after the Cable Operator regains control. |
One (1) day’s free service for
each day in which there is an outage for each Customer who reports an outage |
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TV Reception Difficulties and Cable Modem Internet
Connection |
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All Cable Operators shall make
repairs promptly, and interrupt service only for good cause, during periods
of minimum use of the system, and for no more than twenty-four (24) hours,
except where unavoidable. |
One (1) day’s free service for
each day in which there is an outage for each Customer who reports an outage |
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All Cable Operators shall
provide clear television reception that meets or exceeds FCC technical standards. |
One (1) day’s free service for
each day in which reception falls below FCC standards for Customers who
report reception that does not meet FCC standards |
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All Cable Operators shall meet
all specifications advertised for Internet services |
One (1) day’s free service for
each day in which any advertised specification is not met for affected Customers |
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If a Customer experiences poor
video or audio reception due to Cable Operator’s equipment, the Cable
Operator shall repair the problem no later than the next day, unless
otherwise agreed to with the Customer. |
One (1) day’s free service for
each day after the Customer has called and the problem remains uncorrected |
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Problem Resolution |
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All Cable Operators Customer
Service Representatives 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
twenty-four (24) hours. |
$5.00 credit |
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In the case of difficulties that
cannot be resolved, the supervisor shall make best efforts to contact the
Customer within four (4) hours and resolve the problem within forty-eight
(48) hours or within such other time frame as is acceptable to the Customer
and the Cable Operator. |
$5.00 credit |
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Billing, Credits and Refunds |
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Customers shall receive a clear
and concise bill monthly. The Cable Operator shall respond to a Customer’s
billing inquiry made by telephone or e-mail within forty-eight (48) hours,
and to a written billing inquiry within two (2) weeks of receipt of the
inquiry. |
$5.00 credit |
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All Cable Operators shall allow
thirty (30) days from the beginning date of the applicable billing cycle
before imposing an administrative fee. If the bill is not paid within
forty-five (45) days from the beginning date of the applicable service
period, the Cable Operator may perform a “soft” disconnect. |
$5.00 credit |
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If a Customer’s bill is not paid
within fifty-two (52) days of the beginning date of the applicable service
period, the Cable Operator may disconnect the Customer’s service, but only
upon showing that it has provided ten (10) day’s notice to the Customer that
such disconnect may result. |
$5.00 credit |
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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 Cable Operators shall issue a credit or refund within fifteen (15) business
days after the close of the Customer’s billing cycle following the return of
the equipment and request for disconnection. |
$5.00 credit or refund if the
Customer’s account has closed |
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Deposits shall accrue interest
at a fair market rate. Within ten (10) days after termination of service for
any reason, the Cable Operator shall repay any deposit with a statement
showing accrued interest to the Customer, less any sums owed to the Cable Operator. |
$5.00 credit or refund if the
Customer’s account has closed |
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Respectful Treatment of Property |
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Cable Operators shall replace
any trees or shrubs damaged during any installation or repair |
$10.00 credit plus any
additional repairs or reimbursement if the Cable Operator fails to replace or
repair the damage |
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Cable Operators shall restore
any damage property to the same condition it was before damage occurred. |
$10.00 credit plus any
additional repairs or reimbursement if the Cable Operator fails to replace or
repair the damaged property |
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Cable Operators will give notice
to property owners before entering premises, specifying the work to be done.
In the event of an emergency, the Cable Operator 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. |
$10.00 credit if the Cable
Operator fails to provide notice or enters premises without permission, plus
any additional repairs or reimbursement |
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All Cable Operator personnel
shall clean up debris caused by the Cable Operator’s activities at a work
site and properly dispose of cable materials. |
$10.00 credit plus cleanup and
disposal of debris |
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Services for Customers With Disabilities |
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All Cable Operators 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 Cable Operator. |
$5.00 credit |
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All Cable Operators will provide
TDD/TYY service through trained operators who can provide any assistance
regularly available from a CSR at no charge. |
$5.00 credit |
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Cable Operators will install, at
no charge, any closed captioning device purchased by a hearing-impaired Customer. |
$5.00 credit |
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Cable Operators will provide
free use of a converter remote control unit to mobility-impaired Customers. |
$5.00 credit and provision of
remote control unit |
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Customer Information |
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Upon installation, or at a
Customer’s request, Cable Operators will provide the following requested
information and credit information: |
Provide Customer with the
requested information. $5.00 credit for failure to provide |
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A. Products and
services offered; |
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B. Complete range of
service options and prices; |
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C. Customer service
standards; |
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D. Instruction on use
of cable TV, interactive TV, Internet service, remote and on standard VCR
hookups; |
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E. Billing,
collection and disconnect policies; |
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F. Customer privacy
requirements; |
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G. Complaint
procedure, containing the City or the designated agency to whom the
Complaints should be addressed; |
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H. Use and
availability of A/B switch; |
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I. Use and
availability of parental control/lockout device; |
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J. Special services
for Customers with visual, hearing or mobility disabilities; |
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K. Days, times of
operation, and locations of the service centers. |
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Cable Operators shall provide
Customers and the City with written notification of any change in rates,
programming, or channels at least thirty (30) days before the date of the
change. |
$5.00 credit for each affected
Customer |
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All officers, agents, and
employees of the Cable Operator, 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. |
$5.00 credit |
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All CSRs shall identify themselves
orally to callers immediately following the greeting during each telephone
contact with the public. |
$5.00 credit |
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Each CSR, technician, or
employee of the Cable Operator 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. |
$5.00 credit |
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Customers Privacy |
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For any violation of privacy per
SMC 21.60.820 F of the Cable Customer Bill of Rights |
The Customer has the choice of
either a check for $100.00, or a credit to Customer account in the same
amount. |
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Safety |
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When the Cable Operator receives
notice that an unsafe condition exists with respect to its equipment, the
Cable Operator shall investigate such condition immediately, and shall take
such measures as are necessary to remove or eliminate any unsafe condition. |
At least Twenty-five Dollars
($25) a day for each twenty-four (24) hour delay in responding to Customer
safety concerns |
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Satisfaction Guaranteed |
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Cable Operators will guarantee
Customer satisfaction for every Customer who requests new or upgraded Cable
Service or Other Service. |
The Customer will have the
opportunity to cancel upgraded Cable Service or Other Service within thirty
(30) days 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. |
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(Ord. 120775 § 1(part), 2002:
Ord. 119402 § 1 (part), 1999.)