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Home My WebLink About20001829.tiff AT&T' AT&T Broadband&Internet Services 3737 West Tenth ;Peet Greeley.Cr) 806 July 12, 2000 TO: Weld County FROM: Mary Mitchell, Office Manager AT&T Cable Service RE: Quarterly Customer Service Report—2nd Quarter 2000 'Ellis is the Customer Service Report for the 2nd quarter of 2000, the months of April, May and June, as required by the franchise agreement. Included in this packet are a current 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. 1 Mary Mitchell, Office Manager % / t 4.i I AT&T Cable Services I ;1, )t, f tJI801 CL;!r 4 Y9 C . n co 2000-1829 7?�7� Recycled Paper Customer Service Standards Quarterly Report to Franchising Authorities 2nd Quarter 2000 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, Customer Service Representatives answer all phone calls and 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. MEETING NCTA PHONE STANDARDS 2nd Quarter 2000 APRIL MAY JUNE Total Customers 25518 25261 24956 Total Incoming Calls 10871 10840 10817 NCTA &AT&T Goal Calls Answered in 30 seconds 90% 90% 90% 90% Avg.speed of answer :09 :09 :09 % Of Time All Trunks Busy 3% 2% 3% 3% Average Hold Time :30 :33 :34 :34 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. Q\W INNT\Profiles\marymi\Desktop\system\OPERATIONS\FRANCHISES\LFA-quarterly\Q12000\LFA Q2 2000-Greeley.doc I of 3 07/24/00 2. Installation, outages and service calls Standard installations are completed within the required average of a 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. customersare 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 2"d Quarter 2000: APRIL MAY JUNE L Video @Home Video @Home Video @Home Total service calls 536 30 702 30 720 44 Total number of customers 25,518 1,153 25,261 1,174 24,956 1,223 (Includes all franchise areas) Percentage 2.2 2.6 2.8 2.5 2.8 3.6 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 process, d 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. ( \WINNt\Profiles\marymi\Desktop\system\OPERATIONS\FRANCHISES\LFA-quarterly\Q 12000\LFA Q2 2000-Greeley doc 2 of 3 07/24/00 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:\W INNT\Profiles\marymi\Desktop\system\OPERATIONS\FRANCHISES\LFA-quarterly\Q12000 I-FA Q2 2000-Greeley clot 3 of 3 07/4/00 D -=AT&T �, 1 -=- Statement of Service AT&T Cable Services Page 1 of 2 3737 W 10TH ST GREELEY CO Billing Date: Jul 0 806344818 8494 3300 AX 7 02 0000563 Account Number: 8494 33 0 How to reach us .... HOURS:M-F 8am-6pm,Sat 9am-5prn (970)351-0669 ....Customer Service (970)351-0650 Repair Service EV 80620-1056 lIu(IIIru,Ilru,IuIII Il IIruIIIIu(Iu IIunIII,Im I� Account Summary Previous Balance _$82.75 Payment(s) .00 ATTENTION:Our records indicate that your account is still past Monthly Charge(s) 41.99 due.To continue your service the past due balance must be paid Other Charge(s) _ 5.00_ immediately. Disconnection of service is pending.We accept Taxes & Fee(s) 2.26 MastercardNisa/0iscovery by calling 970.351-0669. Balance Due $132.00 Payment Due Date 07/22/00 Please see reverse side for account details. For Your Information Now available, Simple Pay.An automated payment option for paying your monthly cable billing. SitnplePay Call (970)351-0669 to inquire today. 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: July 02, 2000 Payment Coupon Account Number: 8494 33 00alle Please detach and enclose this portion with your payment. Please do not send cash. Make Name: checks payable to AT&T CABLE SERVICES. EVANS C 80620-1056 IEl I Check here if new billing address. Note changes on reverse side. Balance Due $ 132.00 07/22/00 Amount Enclosed $ —I AT&T CABLE SERVICES P.O.BOX 173885 DENVER CO 80217-3885 uu1�r(ur(��ru�u��r�u�l�u�u�1�r)u(n�r�u�1)r� 8494330 CS AT&T Statement of Service AT&T Cable Services Page 1 of 2 3737 W PITH ET GREELEY co Billing Date: June I5 200 80634-1818 ga94 3300 AX 7 16 00016,99 Account Number: 8494 33 00 How to reach us -... HOURS: M-F 8am-6pm, Sat 9cm-5pm (970) 351-0669 ....Customer Service (970)351-0650 Repair Service GREELEY CO 80631-3800 ))..).)).1111(11110uu)(1101)11(1))Iil))111)1(11)1(1111))1( Account Summary Previous Balance $ 0.00 Payment(s) .00 Monthly Charge(s) 65.98 Adjustment(s) Please see reverse side for account details. Taxes & Fee(s) 36_ _ - 5.36 Balance Due [_$72.62 Payment Due Date 07'06/00 For Your Information Welcome to AT&T Cable Services! As a new customer to our service we appreciate your business and hope to service you with our highest quality of service. If any questions or concerns with your service please contact us at(970) 351-0669. AT&T With AT&T Digital Cable you can order Pay-Per-View through your remote control' No phone DIGITAL calls needed.Catch all the hottest entertainment events you want with the touch of a button. Call now to order AT&T Digital Cable. CABLE abb.. Now available,SimplePay. An automated payment option for paying your monthly cable billing_ SimplePay Call (970)351-0669 to inquire today. 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: June 16. 2000 Payment Coupon Account Number: 8494 33 01.1.101 Please detach and enclose this portion with your payment. Please do not send cash. Make Name: checks payable to AT&T CABLE SERVICES. GREEL 080631-3800 ri I Check here if new billing address. Note changes on reverse side. Balance Due $ 72.62 07/06/00 Amount Enclosed $ __- AT&T CABLE SERVICES P.O. BOX 173885 DENVER CO 80 21 7-3 885 11111'1111nr1r1ur11111r1u1111u�r1n1u1r1r1u1u1r1u�r1r1 84943300 AT&T Statement of Service AT&T Cable Services Page 1 of 2 3737 W 10TH ST GREELEY CO Billing Date: June 23 2000 80634-1818 84943300AX7 23 0000254 Account Number: 8494 3311/NMiiing How to reach us .... HOURS: M-F 8am-6pm,Sat 9am-5prn (970)351-0669 ....Customer Service (370) 351-0650 Repair Service W SOR CO 80550-5546 ((u(r(ImrlihrliIII(mr(,IriklolI(r(IuIIm(I ( (( Account Summary Previous Balance 1:0.07 Payment(s) .00 Monthly Charge(s) 32,99 Taxes & Fee(s) 1.69 Please see reverse side for account details. Balance Due L 34.61 Payment Due Date 07/13/00 For Your Information AT&T With AT&T Digital Cable you can order Pay-Per-View through your remote control' No phone DIGITAL calls needed. Catch all the hottest entertainment events you want with the touch of a button. CABLE Call now to order AT&T Digital Cable. arra Now available,SimplePay.An automated payment option for paying your monthly cable billing. SunplePay- Call (970)351-0669 to inquire today. 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: June 23, 2000 Payment Coupon Account Number: 8494 33 Please L ea and enclose this h with your payment. Please do not send cash. Make Name: checks payable to AT&T CABLE SERVICES. WINDSOR CO 80550-5546 in Check here if new billing address. Note changes on reverse side. Balance Due $ 34.61 07113/00 Amount Enclosed $ AT&T CABLE SERVICES P.O.BOX 173885 DENVER CO 80217-3885 rrrrlllllll 849433 OS ;4 •433el HOURS: M-F 8am-6pm, Sat 9am-5pm (970)351-0669 ....Customer Service (970)351-0650 Repair Service Account Number Service From Service To Statement Date Payment Due Date 8494 33 00_ I August 01 I August 31 I July 19, 2000 I August 08, 2000 : Date Service/Transaction Description Amount PREVIOUS BALANCE 44.08 6/26 PAYMENT-THANKYOU 4408 CR BASIC 11.85 EXPANDED BASIC 20.14 I CINEMAX 9.95 FRANCHISE FEE 2.10 FCC REGULATORY FEE 0.04 a� {P419}With AT&T Digital Cable you can order Pay-Per-Mew through your remote control! No phone calls needed. Catch all the hottest entertainment events you want with the touch of a button. Cali now to order AT&T t Digital Cable. All payments or PPV charges recorded after July 19 are not included in this statement. Previous Payments Current Other Amount Balance _ Thank You +' Charges _ Credits Charges Charges + Tax/Fee = Due 44.08 44.08 41.94 0.00 0.00 2.14 $44.08 3 ' I II A i Previous 1 Next gore :4•,33II - HOURS: M-F 8am-6pm, Sat 9am-5pm (970)351-0669 ....Customer Service (970)351-0650 Repair Service Account Number Service From Service To Statement Date Payment Due Date 8494 33 00fUS I August 01 I August 31 I July 19, 2000 I August 08, 2000 Date Service/Transaction Description Amount PREVIOUS BALANCE 33.633 BASIC 11.85 • EXPANDED BASIC 20.14 FRANCHISE FEE 1.60 FCC REGULATORY FEE 0.04 "AMOUNT DUE" $67.26 Have we crossed in the mail? Your account is 4 30 days delinquent. Your last months payment has not yet arrived! If you have not yet made your payment please make it immediately. We accept Mastercard/Discover/Visa. Thank you for your prompt attention to this matter. Al payments or PPVcharges recorded after July 19 are not included in this statement. Previous Payments Current Other Amount Balance _ Thank You + Charges _ Credits + charges + Tax/Fee = Due 33.63 0.00 31.99 0.00 0.00 1.64 $67.26 A it I Previous I I Next _ I Close 4 I Ii •}Mti ( f' i irt- L. Li: i !. II1.i>-- ;,•, is HOURS: M-F 8am-6pm, Sat 9am-5pm (970)351-0669 ....Customer Service (970)351-0650 Repair Service Account Number Service From Service To Statement Date Payment Due Date 8494 33 00541.16 I July 16 I August 15 I July 06, 2000 I July 26, 2000 Date Service/Transaction Description Amount PREVIOUS BALANCE 33.63 6/15 PAYMENT-THANKYOU 33.63 CR I BASIC • 11.85 • EXPANDED BASIC 20.14 FRANCHISE FEE - 1.60 i FCC REGULATORY FEE 0.04 "AMOUNT DUE*` $33.63 a (P419}With AT&T Digital Cable you can order 4 Pay-Per-Mew through your remote control! No phone calls needed. Catch all the hottest entertainment events you want with the touch of a button. Call now to order AT&T Digital Cable. a All payments or PPV charges recorded after July 06 are not included in this statement. ! Previous Payments Current Other Amount Balance _ Thank You + Charges _ Credits + Charges + Tax/Fee = Due 33.63 33.63 31.99 0.00 0.00 1.64 $33.63 ' A �; Previous Next I Close Hello