From: bill@bilver.uucp (Bill Vermillion)
Subject: Re: Why is cable so bad?
Organization: W. J. Vermillion - Winter Park, FL
Date: Sun, 10 Jan 1993 15:38:09 GMT

In article <1993Jan9.182502.25785@ultb.isc.rit.edu> rxv9839@ritvax.isc.rit.edu writes:
>In article <1993Jan7.082608.26346@magnus.acs.ohio-state.edu>, jebright@magnus.
>acs.ohio-state.edu (James R Ebright) writes:
>>Almost all cable companies operate under a franchise agreement with a
>>local gov.  Many of these agreements have technical quality requirements.

>>If the cable operator can not supply a signal that meets the requirements,
>>then you can put them is hot water with their franchisor.
....
(section on old vs new tech regs deleted - wjv)
....
>>In practice, complain, complain, complain.  Most operators send a shaved
>>ape out on the first complaint.  A good operator will escilate(sp) to
>>more qualified techs on re-calls on the complaint.  Most operators rallxxx
>>really want to fix problems.  If they don't, complain to City Hall!

>Given the above, you general advice is still correct.  Most operators want to
>keep good relation with city hall and many are coming up for franchise renewals
>and tend to be doubly concerned.  IN fact a good problem resolution procedure
>would be:
...
>2.  Short of an intermittent problem, if its not resolved ask for the chief
>technician/engineer or plant manager to call you and ask him/her what the
>problem is in resolving your problem.

I had an intermittent progelm one time.  I'd get home from work at 1 to
2am, and want to just catch up on what was happening, and I had a LOT
of interference on the system.   Lot's of white horizontal lines.

Place call.  Tech came.  It was fine.

It happened again.  Several days in  a row. Always late at night.  It
was winter in Florida, and during one of the cold spless where it got
to or near freezing.  My diagnosis was that the cables were shrinking
in the cold and pulling a shield lose at on section, and then when the
sun came up it went away.  The problems on occured late at night when
it was cold.

So I kept calling.  They even gave me a tech's number to call late at
night.  Then it warmed up.   A couple of weeks later it happened again,
and I didn't have the tech's number.

This time when I called in the receptionist refused to let me talk to
anyone in tech.  When I told her I had done this before she became
argumentative.    I have found that any time a customer service rep
goes on the defensive - it's all over for you at that time.  So I
ended the call.   

It was just before 5pm, so I waited until the rates went down, called
information for the number for American Telecomunication in Denver
(They owned the local company before being sold to Time Warner).

I told my problem and then was talking to the person in charge of all
cable system East of the Mississippi.  First thing next morning they
called the manager of the local cable system, and the problem was fixed
before the day was out.

Letter writing takes too much time.    If you go to your local
government that takes time too.

I refuse to argue with local 'support' people, and found that if you go
up the line, you will find someone who cares about the company.   Often
the locals try to hide problems from those above them.    All arguing
does is make you mad.


thanked her and
>3.  If that doesn't work, make a formal written complaint to the system
>manager, either followed or preceeded by a phone call.
>4.  Next step is the city or county, whoever franchises you.  Again at this
>point, document with a letter.
>5.  If the problem is still not fixed in a reasonable time, write the FCC. 
>Include copies of all previous letters.  If you know others who are having the
>problem, write together if you can.  It will carry more weight.
>The FCC's initial response will probably to forward a copy of your letter to
>the system manager and ask for a response to yourproblem.  While this may seem
>redundant, it may effect a fix that your original letter did not.
>
>>(Those folks in Central Square can be responsive.  -- Cambridge remarke)
>>
>>-- 
>>		Jim Ebright (james.ebright@osu.edu) 
>>    "Spam, eggs, sausage and spam - that's not got much spam in it."
>>    Fax # 614-785-0292.  Tel # 614-785-0282.  Beeper # 614-646-1093
>>     >>>    All kids can be educated -- even yours and mine.    <<<
>
>Bob Vogel


-- 
Bill Vermillion - bill@bilver.oau.org  bill@bilver.uucp
                - ..!{peora|tous|tarpit}!bilver!bill
Newsgroups: rec.video.cable-tv