Owner`s manual

CUSTOMER HANDBOOK
45
I
Service Procedures
Service Procedures
Time Warner Cable uses the best electronic equipment and workmanship available to provide our customers with reliable service and
high quality picture and sound.
Notice to All Time Warner Cable Customers
The California Legislature requires us to establish certain customer
service standards and notify you of those standards upon installation
and on an annual basis thereafter. Time Warner Cable is dedicated to
providing its customers with a consistently high level of service. Listed
below are customer service standards we pledge to provide.
Maintenance
In order to provide high quality service, our technicians must
periodically test and occasionally repair our cable equipment throughout
the cable system. Cable repair will cause a temporary loss of cable
service to an entire neighborhood known as a “maintenance outage.” If
your cable is not working properly, contact Customer Service. If we are
having a maintenance outage in your area, you will be informed when you
call. If the problem is not being caused by maintenance, we should know
immediately if there is a problem in your area. In either case, we will work
as quickly as possible to restore service.
Sports Blackouts
Professional sporting events, both local and national, may be subject
to blackouts per the league’s broadcast rules. Due to these blackouts,
not all programming and services will be available in all areas and
programming may be subject to change.
“Adult at Home” Policy
Company policy is that our installers and technicians WILL NOT enter
your home to perform any work if a responsible adult is not present. We
realize this may cause an inconvenience for some of our customers, but
we feel this policy is essential to protect both you and our employees.
Equipment
Time Warner Cable will repair and/or replace the equipment we use
to provide your cable service at no charge. If you are experiencing
problems, contact Customer Service to schedule a service call. Time
Warner Cable does not repair personal equipment such as VCRs and
televisions, and is only responsible for bringing service to the input of
such equipment.
The converters we provide to our subscribers are and shall remain
property of Time Warner Cable and must be returned to Time Warner
Cable if service is discontinued for any reason, or if Time Warner Cable
wishes to exchange converters. Failure to return a converter or damage
of a converter may result in a charge being made against your account.
Time Warner Cable will replace or repair your converter at no charge in
the event of failure due to normal use.