Seattle Municipal Code, Chapter 21.60

21.60.820††††††† Customer service

21.60.820†††† Customer service.




C.†††††††††††††† Responsiveness.

††††††††††††††††† 1.†† Guaranteed Seven-day Standard Installation and Service. The Cable Operator shall complete all Standard installations and Service Repairs requested by Customers within seven (7) business days after an order has been placed, unless otherwise requested by the Customer. This standard must be met ninety-five (95) percent of the time under Normal Operating Conditions measured on a quarterly basis. If the Customer requests a Non-Standard Installation, or the Cable Operator determines that a Non-Standard Installation is required, the Cable Operator shall provide the Customer in advance with a total installation cost estimate and an estimated date of completion.

††††††††††††††††† All underground cable drops from the curb to the home shall be buried at a depth of no less than twelve (12) inches, and within no more three (3) calendar weeks from the initial installation, or at a time mutually agreed upon between the Cable Operator and Customer.

††††††††††††††††† 2.†† Residential Installation and Service Appointments. Customers requesting installation of cable service or repair service to an existing installation may choose any available four (4) hour block of time for the installation appointment during Normal Business Hours. The Cable Operator shall provide Customers the option of service or installation appointments weekday evenings until 7:00 p.m. and a minimum of four (4) hours on Saturdays at the request of and for the convenience of the Customer. The Cable Operator may not cancel an appointment with a Customer after 5:00 p.m. on the day before the scheduled appointment.

††††††††††††††††† The Cable Operator shall contact new Customers by telephone, mail, e-mail or in person within two (2) weeks after installation or provide a self-addressed stamped response postcard to all Customers in its installation materials to assure overall Customer satisfaction with the work completed. The Cable Operator shall maintain records of a reasonable sample of Customer responses.

††††††††††††††††† The Cable Operator shall be deemed to have responded to a request for service under the provisions of this section when a technician arrives within the agreed upon time. If the Customer is absent when the technician arrives, the technician shall verify the appointment with his/her dispatcher by telephone while at the Customerís door and leave written notification of timely arrival. A copy of that notification shall be kept by the Cable Operator. In such circumstances, the Cable Operator shall contact the Customer within forty-eight (48) hours. In the event that a technician arrives without a prior appointment, and the Customer must be present for service to proceed, and the Customer is absent, it shall not be deemed that the Cable Operator has responded to a request for service.

††††††††††††††††† If a Cable Operator representative fails to keep an installation or service appointment for any reason, the Cable Operator will contact the Customer before the end of the scheduled appointment, and reschedule the appointment at a time convenient for the Customer.

††††††††††††††††† 3.†† Outages. In the event of system outages (loss of reception of sound or video or interactive television, or failure of Internet or e-mail connections) 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. All Customers who call the Cable Operator to report an outage shall receive credit for the entire day on which the outage occurred and for each additional day the outage continues. The Cable Operator shall notify the City of any outage of at least four (4) continuous hours that affects at least ten (10) percent of its Customers.

††††††††††††††††† The Cable Operator shall initiate repairs to all other service interruptions resulting from Cable Operator equipment failure within twenty-four (24) hours.

††††††††††††††††† A Cable Operator shall initiate repairs to Customer reported outages and service interruptions, for any cause beyond the control of the Cable Operator, within twenty-four (24) hours after the conditions beyond its control have been corrected.

††††††††††††††††† 4.†† TV Reception and Cable Modem Internet Connection. The signal quality provided by the Cable Operator shall meet or exceed technical standards established by the United States Federal Communications Commission (FCC). Cable modem Internet connections shall meet performance specifications advertised by the Cable Operator. The Cable Operator shall render efficient service, make repairs promptly, and interrupt service only for good cause and for the shortest time possible. Scheduled interruptions that the Cable Operator anticipates will last more than four (4) hours shall be preceded by at least twenty-four (24) hourís notice to affected Customers, and shall occur during periods of minimum use of the system, preferably between midnight and 6:00 a.m. Such notification of a planned outage may take the form of a door hanger, a message or insert into the monthly bill, a telephone call, or supplemented with on-screen messages announcing the planned outage. Cable modem Internet Customers may receive notification by e-mail.

††††††††††††††††† If a Customer experiences poor signal quality or interruptions of Cable or Other Services attributable to the Cable Operatorís equipment, the Cable Operator shall respond and repair the problem no later than the day following the Customer call provided that the Customer is available and the repair can be made within the allotted time. If an appointment is necessary, the Customer may choose a four (4) hour block of time during Normal Business Hours. At the Customerís request, the Cable Operator shall repair the problem at a later time convenient to the Customer. The Cable Operator shall provide Customers the Option of service or installation appointments weekday evenings until 7:00 p.m. and a minimum of four (4) hours on Saturdays.

††††††††††††††††† 5.†† Problem Resolution. A Cable Operatorís CSRs shall have the authority to provide credit for interrupted service or any of the other credits listed in Schedule A, to waive fees, to schedule service appointments and to change billing cycles, where appropriate. Any difficulties that cannot be resolved by the CSR shall be referred to the appropriate supervisor who shall make best efforts to contact the Customer within four (4) hours arid resolve the problem within forty-eight (48) hours or within such other time frame as is acceptable to the Customer and the Cable Operator.

††††††††††††††††† 6.†† Billings, Credits, Refunds, and Deposits. Customers will receive a clear and concise bill every month. To be considered clear and concise, due dates shall be required, and a bill shall be issued. The Cable Operator shall respond to a Customerís billing inquiry, general question, or comment made by telephone or e-mail within forty-eight (48) hours. The Cable Operator shall respond in writing to a written billing inquiry, general question or comment within two weeks of the late of receipt of the letter. The Cable Operator shall provide the option of a mailed bill and payment to Customers upon request.

††††††††††††††††† The Cable Operator shall allow at least thirty (30) days from the beginning date of the applicable billing cycle for payment of a Customerís service bill for that period. If a Customerís service bill is not paid within that period of time the Cable Operator may apply an administrative fee to the Customerís account. If the Customerís service bill is not paid within forty-five (45) days of the beginning date of the applicable service period, the Cable Operator may perform a ďsoftĒ disconnect of the customerís service. If a Customerís service bill is not paid within fifty-two (52) days of the beginning date of the applicable service period, the Cable Operator may disconnect the Customerís service; provided, it has provided ten (10) days notice to the Customer that such disconnection may result.

††††††††††††††††† 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. The Customer shall not be responsible for Cable Services delivered after the request. The Cable Operator must refund any credit balance owed the Customer, less any owed or disputed amounts, within fifteen (15) business days after the close of the Customerís billing cycle following the return of the equipment and request for disconnection. The Cable Operator shall issue a credit or refund to a Customer within fifteen (15) business days after the close of the billing cycle following the return of the equipment and request for disconnection.

††††††††††††††††† Deposits shall accrue interest at a fair market rate. Within ten (10) days after termination of service, the Cable Operator shall repay any deposit with a statement showing accrued interest to the Customer, less any sums owed to the Cable Operator.

††††††††††††††††† 7.†† Treatment of Property Ownerís Property. Trees and shrubs or other landscaping on a Customerís property that are damaged by the Cable Operator, or any employee or agent during installation or construction for the Customer or in the process of serving adjacent structures, shall be restored to their prior condition or-replaced. Trees and shrubs shall not be removed without the prior permission of the owner of the property on which they are located.

††††††††††††††††† The Cable Operator shall, at its own cost and expense, and in a manner approved by the property owner and the City, restore any property to as good condition as before the work causing such disturbance was initiated. The Cable Operator shall repair, replace or compensate all property owners for damages resulting from the Cable Operatorís installation, construction, service or repair activities for a Customer.

††††††††††††††††† Except in the case of an emergency involving public safety or service interruption to a large number of Customers, the Cable Operator shall give reasonable notice to property owners or legal tenants prior to entering upon private premises, and the notice shall specify the work to be performed; provided that, in the case of construction operations such notice shall be delivered or provided at least twenty-four (24) hours prior to entry. Nothing herein shall be construed as authorizing access or entry to private property, or any other property, where such right to access or entry is not otherwise provided by law. If damage is caused by Cable Operator activity, the Cable Operator shall reimburse the property owner one hundred (100) percent of the cost of the damage or replace the damaged property. For the installation of pedestals or other major construction or installation projects, property owners shall also be notified by mail or door hanger notice at least one (1) week in advance. In the case 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.

††††††††††††††††† The Cable Operator shall clean all areas surrounding any work site of debris caused by the Cable Operatorís activities and ensure that all cable materials are disposed of properly.