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<br />72 hours after receipt of a complaint; <br /> <br />(3) The appointment window alternatives made available for installations, <br />service calls, repairs, and other installation activities will be either a specific <br />time, a four-hour time block during normal business hours, or at the election <br />and discretion of the subscriber, "all day"; <br /> <br />(4) The franchisee may not cancel an appointment with a subscriber after the <br />close of business on the business day prior to the scheduled appointment; and <br /> <br />(5) If at any time an installer or technician is running late for a scheduled <br />appointment, an attempt to contact the customer will be made and the <br />appointment rescheduled as necessary at a time which is convenient for the <br />customer. <br /> <br />Individual subscribers who have experienced a missed installation or service appointments <br />due to the fault of franchisee shall receive a credit of not less than $20.00. Such individual refund <br />created to an individual subscriber shall not in any manner mitigate any fine that may be imposed <br />by the City pursuant to Section 16(s) herein. <br /> <br />(g) Disconnection. <br /> <br />(1) Voluntary disconnection. <br /> <br />a. [Fleserved] <br /> <br />b. The franchisee shall promptly disconnect any subscriber who so <br />requests from the franchisee's cable system. No period of notice <br />prior to voluntary termination of service may be required of <br />subscribers by any franchisee. <br /> <br />c. A subscriber may be asked, but not required, to disconnect the <br />franchisee's equipment and return it to the business office. <br /> <br />d. Any security deposit and/or other funds due the subscriber shall be <br />refunded on disconnected accounts after the converter has been <br />recovered by the franchisee. The refund process shall take a <br />maximum of 30 days from the date that the converter or other <br />equipment was returned to franchisee or made available to franchisee <br />for pickup to the date the customer receives the refund. <br /> <br />(2) Involuntary disconnection. If a subscriber fails to pay a monthly subscriber or <br />other fee or charge, the franchisee may disconnect the subscriber's service outlet; <br />however, such disconnection shall not be effected until 35 days after the due date of <br />the monthly subscriber fee or other charge, and ten (10) days advance written notice <br /> <br />Cable Ordinance <br /> <br />-25- <br />