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NYC Users To Get Refunds For Missed Cable Appointments
A full month's bill credit if installer misses window
by Karl Bode 04:40PM Thursday Sep 16 2010
Yesterday we mentioned how New York City is hashing out a new ten-year franchise agreement with Time Warner Cable and Cablevision. Among the conditions of the deal, Time Warner Cable and Cablevision have agreed to offer Wi-Fi in 32 New York City parks, with users getting 30 minutes of free access a month -- then paying $1 a day after that. The New York Times has some additional detail on the agreement, and notes that the new franchise comes with automatic refunds should either company miss your appointment window:
quote:
Under the terms of a new contract negotiated with City Hall, Time Warner Cable and Cablevision will have to pay for failing to honor appointments. And they will have to do a lot more to make sure that subscribers are getting good service. The contract would make cable customers eligible for a credit equal to a full month's bill if a technician does not arrive on time. The penalty decreases to $25 after 2012, when Verizon Fios, a competing cable provider, is expected to have built its infrastructure in much of the city, negotiators said on Tuesday.
Most of the consumer protections mirror those found in Verizon's franchise agreement with the city, which requires Verizon install service to the entire city by 2014 (though there's loopholes that allow Verizon to wiggle around that obligation). The Times confirms that Time Warner Cable and Cablevision customers would get access to park Wi-Fi for free with their monthly subscription. Meanwhile, Multichannel News says the agreement gives NYC the right to terminate the franchise if Internet video "significantly erodes" cable TV revenue (and by proxy, franchise fees) over the next ten years.

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swintec
Premium,VIP
join:2003-12-19
Alfred, ME
kudos:6
Reviews:
·Time Warner Cable
·VoicePulse
·Sprint Mobile Br..
·RapidVPS

A Whole Month?

So now TWC will simply do what they do here...give all day appointments so you have no clue when they are coming. I know NYC had the best interest of customers in mind, but being told the cable guy will be there between 8A-8P is of little help either. Also, whose word is taken over the other? Cable guy says he was there but got no answer is good enough to not award credit?
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PhoenixDown
FIOS is Awesome
Premium
join:2003-06-08
Fresh Meadows, NY
kudos:1

Re: A Whole Month?

I hope the rules are tight enough to get a credit if the tech is unable to get the issue resolved after the third attempt because they wont get the ticket referred back to the plant.
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tsifox

join:2000-06-12
There

Hope it happens.

But I doubt it will. They will end up giving us an 8am-7pm window just to be safe.

thender
Screen tycoon
Premium
join:2009-01-01
Brooklyn, NY
kudos:1

Re: Hope it happens.

This is good, it could also encourage competition.

It could go either way,

Time Warner: "We can see you between 8 AM & 7 PM"

Customer: "I work, I can't do that"

Time Warner: "Sorry"

Customer: "goodbye!"

-------

Verizon FIOS: "We can do between 8-11 AM

Customer: "Thanks!"

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FFH5
Premium
join:2002-03-03
Tavistock NJ
kudos:5

Cable TV dries up;new franchise charge fees for internet

Meanwhile, Multichannel News says the agreement gives NYC the right to terminate the franchise if Internet video "significantly erodes" cable TV revenue (and by proxy, franchise fees) over the next ten years.
All this means is that if NYC income starts dropping because people are paying less for regular cable TV and the franchise income drops, then the city wants to have rights to force a renegotiation with cable companies to find a way of taxing the internet thru franchise fees.

Anonymous
Premium
join:2004-06-01
IA
kudos:2

Stupid

The company I work for already offers $20 credit for missed service calls and free installs for missed installations. We are down to 4 hours time frames. IMHO it's a fair deal.

Jut watch the time frames grow to 12 hours or so. Some people pay $200+ a month and that's a big loss for a company.
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OSUGoose

join:2007-12-27
Columbus, OH

Re: Stupid

i'm certan the credit will be related to the product/service the call was for, ie RR service call then whatever the price for that package of RR is.
glinc

join:2009-04-07
New York, NY

Also....

The agreement must require that they all upgrade their entire footprint to at least DOCSIS 3.0 and can not over subscribe too many users to a node.

Killa200
Premium
join:2005-12-02
Southeast TN

Re: Also....

What would you consider "too many"?

cork1958
Cork
Premium
join:2000-02-26

Thread title is misleading

"NYC Users To Get Refunds For Missed Cable Appointments"

Hardly even mentioned in story, but yeah, just means they will give you an all day window, so who knows when they'll show up?

Just like the old days!!
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Happydude32
Premium
join:2005-07-16
kudos:1

This is nothing new

Geeze, people need to shut the hell up and give Time Warner a chance before you unjustly crucify them.

Time Warner has had their On Time Guarantee here for years and years. If a tech misses a scheduled install or service appointment you get a $20 invoice credit. Service windows have been the same forever and never changed, 8AM-Noon, Noon-4PM, 4PM-7PM. There’s also invoice credits given if you are unsatisfactory with a service tech or if you experience an outage in excess of four hours.

bobjohnson
Premium
join:2007-02-03
Orlando, FL
Reviews:
·AT&T U-Verse
·T-Mobile US

Re: This is nothing new

said by Happydude32:

Geeze, people need to shut the hell up and give Time Warner a chance before you unjustly crucify them.

Time Warner has had their On Time Guarantee here for years and years. If a tech misses a scheduled install or service appointment you get a $20 invoice credit. Service windows have been the same forever and never changed, 8AM-Noon, Noon-4PM, 4PM-7PM. There’s also invoice credits given if you are unsatisfactory with a service tech or if you experience an outage in excess of four hours.
Depends on where you are.... In Austin, TX TWC has AM, PM, and after 5 and they also have all day appointments... I saw those used more than any.

DaveDude
No Fear

join:1999-09-01
New Jersey
kudos:1

We need one in NJ too

Comcast we will be there from 8a-8p. It should be 2 months if comcast is involved.

fifty nine

join:2002-09-25
Sussex, NJ
kudos:2

Re: We need one in NJ too

Talk to your town. Only Verizon has a statewide franchise.