CABLE CUSTOMER BILL OF RIGHTS
Credits to Customers

 

Schedule A—Credits to Customers

 

 

 

Standards of Customer Service

Minimum Compensation for Noncompliance

 

 

 

Courtesy

 

All Cable Operator employees shall be friendly, knowledgeable and helpful and provide timely services.

$5.00 credit

 

Responsiveness

 

Guaranteed Seven (7) Day Residential Installation and Service

 

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

 

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

 

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

 

Residential Installation and Service Appointments

 

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

 

The Cable Operator may not cancel an appointment with a Customer after 5:00 p.m. on the day before the scheduled appointment.

$10.00 credit or the guarantee offered by the Cable Operator, whichever is greater

 

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

 

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

 

Outages and Service Interruptions

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

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

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

TV Reception Difficulties and Cable Modem Internet Connection

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

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

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

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

Problem Resolution

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

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

Billing, Credits and Refunds

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

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

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

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

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

Respectful Treatment of Property

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

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

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

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

Services for Customers With Disabilities

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

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

Cable Operators will install, at no charge, any closed captioning device purchased by a hearing-impaired Customer.

$5.00 credit

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

Customer Information

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

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 or 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/lockout device;

 

J.  Special services for Customers with visual, hearing or mobility disabilities;

 

K.  Days, times of operation, and locations of the service centers.

 

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

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

All CSRs shall identify themselves orally to callers immediately following the greeting during each telephone contact with the public.

$5.00 credit

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

Customers Privacy

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.

Safety

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

Satisfaction Guaranteed

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.

 

(Ord. 120775 § 1(part), 2002: Ord. 119402 § 1 (part), 1999.)