Agenda - 12-06-2004-9b - Laserfiche WebLink

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8 storm, TWC credited all customers for five days without anyone needing to request it, and extended additional credit to anyone who contacted them to report even longer outages, A case by case arrangement would also allow TWC to decline credit or refunds where it believes a customer is not entitled to it (e,g,, customer causes the interruption in service), Mr, Patrick noted that the "credit and refund" language in the BOCC-adopted ordinance is used in 22 other jurisdictions in the region, Mr, Phillips said that TWC agreed to such language in earlier agreements because in those times the cable system was less reliable and there were more complaints, Mr, Phillips asked Ms. Harvey and Mr. Patrick if they were aware of complaints from Commissioners or customers regarding repeated outages, credits, or refunds that would lead them to believe that a regulation such as this were necessary; they said they were not aware of such complaints, Mr. Patrick asked TWC to consider the protection that a rule affords subscribers. Without a rule, the determination for when or whether a refund or credit is given is left up to TWC, Mr. Phillips replied that TWC has a market incentive to keep its customers satisfied; it will do whatever t is reasonable to achieve that goal. Ms, Harvey asked Mr, Phillips to reflect on the County's need for true protection as well as TWC's needs for flexibility, and to come back with language for a subsection to Section 5 (Refunds and Credits) that reflects Mr, Phillip's best judgment on how to address both parties' needs. Mr. Phillips said he'd try. Late Fee -all agreed to a new subsection to Section 5 that states, "Late fees shall not be assessed earlier than is allowable under North Carolina state law." Appeals -all agreed to delete this item, Sections '7. - ii. No issues were raised regarding these sections. Mr, Phillips asked if these sections are acceptable as they stand, but did not get an explicit reply. Mediator notes that group members should make an explicit and joint decision that these sections are acceptable, or identify issues needing further discussion, Section 12. Public, Education and Government Access Provisions Also see notes above at "Meeting with Chapel Hill," "Cost Estimates," and `Term of Grant." Ms, Harvey acknowledged receipt from TWC of the promised copies of franchise agreements between TWC and Chapel Hill and TWC and Carrboro. All parties agreed to set aside for now the other options referenced on the mediator's "9/22 To Do"list (cost out four alternative master control locations, cost out and map discrete programming for unincorporated residents) in order to focus attention on the more desirable option being developed with Chapel Hill, Mr, Patrick said that the following issues needing resolution: