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(c) The "appointment window" alternatives for Installations, Service calls, <br /> and other Installation activities will be either a specific time or, at ma�cimum, a four(4) <br /> hour time block during Normal Business Hours. (Grantee may schedule Service calls and <br /> other Installation activities outside of Normal Business Hours for the express <br /> convenience of the customer.) <br /> (d) Grantee may not cancel an appointment with a customer after the close of <br /> business on the business day prior to the scheduled appointment. <br /> (e) If Grantee's representative is running late for an appointment with a <br /> customer and will not be able to keep the appointment as scheduled,the customer will be <br /> contacted. The appointment will be rescheduled, as necessary, at a time which is <br /> convenient for the customer. <br /> (3) Communications between Grantee and Subscribers: <br /> (a) Refunds. Refund checks will be issued promptly, but no later than either: <br /> (i) The customer's next billing cycle following resolution of the <br /> request or thirty (30) days, whichever is earlier, or <br /> (ii) The return of the equipment supplied by Grantee if Cable Service <br /> is terminated. <br /> (b) Credits. Credits for Cable Service will be issued no later than the <br /> customer's next billing cycle following the determination that a credit is warranted. <br /> (4) Billing: <br /> (a) Consistent with 47 C.F.R. § 76.1619, bills will be clear, concise and <br /> understandable. Bills must be fully itemized, with itemizations including, but not limited <br /> to, Basic Cable Service and premium Cable Service charges and equipment charges. <br /> Bills will also clearly delineate all activity during the billing period, including optional <br /> charges, rebates and credits. <br /> (b) In case of a billing dispute, Grantee must respond to a written complaint <br /> from a Subscriber within thirty (30) days. <br /> (5) Subscriber Information. Grantee will provide written information on each of the <br /> following areas at the time of Installation of Service, at least annually to all Subscribers, and at <br /> any time upon request: <br /> (a) Products and Services offered; <br /> (b) Prices and options for programming services and conditions of <br /> subscription to programming and other services; <br /> (c) Installation and Service maintenance policies; <br /> i�i2�b�z D-2 <br />