Agenda - 08-21-1990 - Laserfiche WebLink

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c 16 QUALITY CUSTOMER SERVICE Our service falls into two broad categories: repair requests and system service interruptions. The majority of our repair work involves minor problems isolated to individual residences. Typical problems include: fine tuning of television, cable pulled loose in the home, cable drops (cable running from utility poles to homes) which have been damaged by high wind and fallen tree limbs. To reduce our response time to customers' repair requests, the repair service hours have increased Y 22% in the past months and the technical staff itself has increased by 100% during the past thirty months. Customers may call our Repair 365 Center to report any problem, any time of the day or night, days a year. Trained cable professional personnel are always on duty, ready to assist. The technical staff performs service calls in the home Monday through Friday from 8:00 am to 7:00 pm, 8:00 am through 5:00 pm on Saturday and 9:00 am through 5:00 pm on Sunday. During the remaining hours, a team of technicians is on call. Our goal is to respond to every service call within 18 hours; however, in cases of major service disruptions, our response time may be impaired. System outages Area outages are usually weather related, caused by the high winds, lightning, power surges and power outages which often the flow Of accompany thunder storms. Outages are determined by incoming calls. Once the area experiencing the outage has been identified, technicians are dispatched immediately. fD rinheoff hours, the response time is typically one half hour time the technician is notified. The amount of time required to restore service depends enly on the damage to the cable television equipment. During elec- trical failure, Cablevision must wait for the power company to complete its work before beginning our own. However, service is usually restored within two hours.