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Home My WebLink About20001217 -= AT&T AT&T Broadband&Internet Services 3737 West Tenth Street Greeley,CO 80634-1818 970 356-1079 FAX 970 353-4363 April 20, 2000 TO: Weld County FROM: Mary Mitchell, Office Manager AT&T Cable Service RE: Quarterly Customer Service Report— 1st Quarter 2000 This is the Customer Service Report for the Pt quarter of 2000 as required by the franchise agreement. Included in this packet are a welcome kit and customer statement which are referenced in section 2, Communications Between AT&T Cable Service And Cable Customers. If there are any questions or comments, please do not hesitate to call me at 356-1076. Mary Mitchell, Office Manager AT&T Cable Services .7<" c7,, „ Vo 2000-1217 ?7p Recycled Paper t e 2,19( ”lat _ AT&T AT&T Broadband&Internet Services Customer Service Standards 3737 West Tenth Street Greeley,CO 80634-1818 Quarterly Report to Franchising Authorities 970 356-1079 1st Quarter 2000 FAX 970 353-4363 The following information is prepared as responses for sections in the Cable Television Franchise Agreement, Attachment C, Customer Service Standards. 1) Cable system office hours and telephone availability- As of October 11, 1999, AT&T Cable Service customers are assisted by AT&T personnel 24 hours a day, 7 days a week. Office hours are Monday— Friday, 8 am to 6pm and Saturday, 9 am to 5pm During office hours, phone calls and local Customer Service Representatives assist walk- in customers. After normal working hours, all telephone calls to our local numbers are automatically directed via a phone switching system to the AT&T Call Center in Denver. All after hours calls are answered by a specially trained group of AT&T Customer service agents who have access to account information that allows them to assist customers with repair problems, billing or account questions, and ordering information. Most inquiries are handled immediately. For emergency repair, call center personnel are able to contact our stand-by technicians for resolution. For non-emergency situations, calls are forwarded to our office for response the next business day. The Lucent phone switch installed mid-1999 allows us to measure and track phone calls to insure adherence to standards set forth in the franchise agreement. 1st Quarter 2000 GOAL JANUARY FEBRUARY MARCH Total Incoming Calls 6239 8752 8348 Calls Answered in 30 seconds 90% 91% 91% 92% Avg.speed of answer :08 :08 :07 Of Time All Trunks Busy 3% 2% 2% 2% Average Hold Time :30 :32 :34 :39 ************************************************************************ The main office at 3737 W. 10th Street, Greeley, is open for customer traffic Monday through Saturday as mentioned previously. Payments can be mailed to the lock box address as shown on the statement or made in the office during business hours or in the secure payment slot outside near the front entrance. Payment drop boxes are maintained at Toddy's Supermarket in Greeley and in Steele's Market in Windsor. Payments at both facilities are picked up by AT&T personnel every business day and processed with business that day. C:\WINNT\Profiles\marymi\Desktop\system\OPERATIONS\FRANCHISES\LFA-quarterly\LFA QI 2000-Greeley.doc 1 of3 04/21/00 ( t7p Recycled Paper 2. Installation, outages and service calls Standard installations are completed within the required seven-day window. Appointment windows are in two-hour blocks during normal business hours. Service interruptions are handled the same day if possible, especially when the customer is experiencing a"no picture" situation. In any event, service calls are handled within a 24-hour window unless the customer requests otherwise. Our `On-Time Guarantee' insures customers a $20.00 refund if our technicians are late for an appointment or miss an appointment. Appointments are not canceled by AT&T Cable Service. If a scheduled technician is not available, work is routed to other personnel and the appointment is kept. In the event that a technician is running late, customers are contacted and arrangements are made to fit the customers needs. Again, the `on-time guarantee' is applied when appropriate. Quarterly recap of service calls for 1st quarter 2000: January February March Video @Home Video @Home Video @Home] 350 13 416 17 480 23 Total service calls 363 433 503 Total number of customers 25583 25265 25440 (Includes all franchise areas) Percentage 1.42% 1.71% 1.97% 2) Communications between AT&T Cable Service and cable customers: Each new customer receives a"welcome kit' either at the time the order is taken in the office or at the install. The information is also available for current customers and will be mailed upon request. AT&T Cable Service endeavors to adhere to the notification guidelines as stated in section 2 whenever possible. Local franchise authorities are notified 60 days in advance in writing and/or through personal contact with an AT&T Cable Service representative. Customers are notified the required 30 days in advance via coverage on local cable channels, through radio or print media, direct mail pieces and/or statement messages or inserts. A copy of a customer statement is included in this packet. AT&T advocates solving customer concerns, including billing disputes and credits, at the time of first contact. Trained representatives are capable of explaining the billing procedures and making adjustments or credits immediately. Written complaints are responded to upon receipt via phone when possible and/or through correspondence. Refunds are processed and checks generated through our corporate office in Denver and sent directly to the customer. AT&T Cable Service agrees with and adheres to the statement of equal opportunity as well as other applicable federal, state and local laws and regulations. C\W INNT\Profiles\marymi\Desktop\system\OPERATIONS\FRANCHISES\LFA-quarterly\LFA Q 12000-Greeley.doc 2 of 3 04/21/00 AT&T Cable Service technicians constantly monitor and maintain the cable plant to FCC Standards in order to swiftly correct malfunctions. Technicians are in constant radio communication with dispatch during normal working hours. After hours, a team of stand-by technicians carry pagers and cellular phones in order to service emergency problems reported through the AT&T Denver Call Center. Service calls are responded to within 24 hours unless other arrangements are made for the customers' request. Planned interruptions of service for maintenance, repair, etc. are made "at times which least affect typical subscriber television viewing habits." Customer complaints are resolved in the most expedient and customer friendly way possible. AT&T Cable Service Customer Service personnel and technicians are empowered to resolve issues immediately. Customers with complaints are assisted immediately or passed on to the appropriate supervisor or manager for resolution. Credit for service not restored within eight hours is available upon request and readily given in the amount of 1/30th the monthly charge for each service unavailable. The AT&T Customer Service Philosophy is to treat each customer as our only customer. C:\WINNT\Profiles\marymi\Desktop\system\OPERATIONS\FRANCHISES\LFA-quarterly\LFA QI 2000-Greeley.doc 3 of3 04/21/00 A"" Statement of Service AT&T Cable Services Page 1 of 2 3737W 10TH ST GREELEY CO Billing Date: April 02,2000 80634-1815 8494 3300 AX 7 02 0000633 Account Number: 8494 33 003 081= How to reach us .... HOURS: M-F 8am-6pm,Sat gam-5pm (970)351-0669 ....Customer Service (970) 351-0650 Repair Service GREELEY CO 80631-4017 ILJ.H,". LuJlu„ILI„III 111111111 11,11.11 • Account Summary Previous Balance $ . Payment(s) .00 Monthly Charge(s) .00 Balance Due I $ 1 Please see reverse side for account details. Payment Due Date 04/22/00 For Your Information Anal billing. Your prompt attention towards your final balance and/or the return of your equipment is appreciated. There is a charge for any unreturned equipment. If you have any questions, please call(970)351.0669. Mastercard/DiscoverNisa accepted. With AT&T Cable,you get the most local channels of any television service. Local channels are included in the price of your basic cable programming service. This statement reflects the new cable rates from the 2000 Rate Increase notice.AT&T Cable 3ME 5� Services appreciates you as a customer and we look forward to serving you in the future. • • AT&T Cable Services is a local provider that is committed to your community and committed to you. We know you have a choice in service providers and we're proud that you've chosen us. Billing Date: April 02,2000 Payment Coupon Account Number: 8494 33 003 08111.11 Please detach and enclose this portion with your payment. Please do not send cash. Make Name: checks payable to AT&T CABLE SERVICES. GREELEY CO 80631-4017 nCheck here if new billing address. Note changes on reverse side. Balance Due 0$ - 4/22/00 Amount Enclosed AT&T CABLE SERVICES P.O.BOX 173885 DENVER CO 80217-3885 1(111.ILmi�r�ur��L 849433003081404700070896 Page 2 of 2 S Important Account Information PAST DUE BALANCES THAT HAVE AGED INigigeinlik BE ASSESSED A$5.00 ADMINISTRATIVE CHARGE MONTHLY. IF YOU HAVE ANY QUESTIONS, OR NEED TO MAKE PAYMENT ARRANGEMENTS, PLEASE CALL(970)351-0669. THANK YOU. Your Franchise Authority's Name And Address Is'.City Of Greeley 1000 10114 Street Greeley,CO 80601 FCC Unit*For Reference CO0047 New Billing Address? Please print only new billing information below and check the box on the reverse side. Thank You. New Address City State Zip Work Phone( ) Home Phone( ) a-dr Statement of Service AT&T Cable Services 3737 W 10TH ST GflEELEV CO Page 1 of 2 80634-1818 8094 3300 A%7 16 0000450 Billing Date: March 16,2000 Account Number: 8494 33 001 0081111 How to reach us .... HOURS: M-F 8am-6pm,Sat 9am-5pm (970)351-0669 ....Customer Service EVANS C®O8p62*p-1�125 (970) 351-0650 Repair Service • Account Summary Previous Balance $ Payment(s) .00 Month) Char e 8 500.00 Please see reverse side for account details. Balance Due g Payment Due Date 04/05/00 For Your Information Final billing. Your prompt attention towards your final balance and/or the return of your equipment is appreciated. There is a charge for any unretumed equipment. If you have any questions, please call (970)351-0669. Mastercard/DiscoverNisa accepted. !_ Now available,SimplePay.An automated payment option far paying your monthly cable billing. `s'm nk Pay Call (970)351.0669 to inquire today. With AT&T Cable,you get the most local channels of any television service. Local channels are included in the price of your basic cable programming service. • • Billing Date: March 16,2000 Payment Coupon Account Number: 8494 33 001 008e" Please detach and enclose this portion with your payment. Please do not send cash. Make Name: checks payable to AT&T CABLE SERVICES. EVANS CO-80620-1125 El Check here if new billing address. Note changes on reverse side. Balance Due 04/05/00 Amount Enclosed AT&T CABLE SERVICES P.O.BOX 173885 DENVER CO 80217-3885 IIu(rOuue) )a�)))w)u(��)u)�)u)u)�)i)u)u)�(u(i)�) 849433001008364700095109 Page 2 of 2 S Account Detail This statement is for services from 3/12/00 through 4/11/00. Previous Balance $ Monthly Charge(s) 03/16 Unretumed Equipment Balance Due S • Important Account Information PAST DUE BALANCES THAT HAVE AGED INTO 45 DAYS WILL BE ASSESSED A$5.00 ADMINISTRATIVE CHARGE MONTHLY. IF YOU HAVE ANY QUESTIONS,OR NEED TO MAKE PAYMENT ARRANGEMENTS, PLEASE CALL(970)351-0669. THANK YOU. Your Franchise Authorer'e Name And Address le:Cdr Of Even.3700 Golden Street Evens,CO 80620 FCC lint 8 For Reference:CO0218 lagNew Billing Address? Please print only new billing information below and check the box on the reverse side. Thank You. New Address City State Zip Work Phone( ) Home Phone( ) AT&T Statement of Service AT&T Cable Services Page 1 of 2 3737 W 10Th 5T GREELEY CO Billing Date: April 09,2000 80634-1818 84943300AX7 09 0002729 Account Number: 8494 33 004 0010 How to reach us .... HOURS: M-F 8am-6pm,Sat 9am-5pm (970)351-0669 ....Customer Service LA SALLE 8ora5.312o (970) 351-0650 Repair Service For Service At.... - • LA SALLE CO 80645-3120 • Account Summary Previous Balance $ Payment(s) .00 Monthly Charges) • Please see reverse side for account details. Balance Due L_ Payment Due Date 04/29/00 Fir Year Information Final billing. Your prompt attention towards your final balance and/or the return of your equipment is appreciated. There is a charge for any unretumed equipment. If you have any questions,please call(970)351-0669. Mastercard/DiscaverNisa accepted. a. Now available,SimplePay.An automated payment option for paying your monthly cable billing. �Itlp��ag Call (970)351-0669 to inquire today. WIFXDon't miss the all-new critically acclaimed comedy Son of the Beach,Tuesday nights @ 10:30 r/� p.m.e/p on FX. • • AT&T Cable Services is a local provider that is committed to your community and committed to you. We know you have a choice in service providers and we're proud that you've chosen us. Billing Date: Apri109,2000 • Payment Coupon Account Number: 8494 33 004 001.. Please detach and enclose this portion with your payment.Please do not send cash. Make Name: checks payable to AT&T CABLE SERVICES. LA SALLE CO 80645-3120 ri Check here if new billing address. Note changes on reverse side. Balance Due 04/29/00 • Amount Enclosed $ AT&T CABLE SERVICES P.O.BOX 173885 DENVER CO 80217.3885 I,,,,, 849433004001423200162644 Page 2 of 2 Ole Account Detail This statement is for services from 4/04/00 through 5/03/00. Previous Balance $ Monthly Charge(s) 04/09 Unreturned Equipment • Balance Due I c • • Important Account Information PAST DUE BALANCES THAT HAVE AGED INTO 45 DAYS WILL BE ASSESSED A$5.00 ADMINISTRATIVE CHARGE MCNTHLY. IF YOU.HAVE ANY QUESTIONS,OR NEED TO MAKE PAYMENT ARRANGEMENTS, PLEASE CALL(970)351-0669. THANK YOU. Your Franchise Authority's Name And Address Is:Town Of LA Salle 119 Main Street LA Salle.CO 80645 FCC Unit#Far P.eterence:OO0181 New Billing Address? Please print only new billing information below and check the box Iw on the reverse side. Thank You. New Address City State Zip Work Phone( ) Home Phone( ) Hello