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+EXH~B~r ~AT~T ATiT Broadband 23525 gawtler Road Haywam. CA s+s4s April 12, 2001 Nelson Fialho Deputy City Manager City of Pleasanton 123 Main Street Pleasanton, CA 94566 Deaz Nelson: This letter is in response to the City of Pleasanton's concerns regazding the following items discussed on Wednesday, April 4, 2001. Repair Call Center Availability All AT&T's call centers currently have 24-hour access and aze staffed with specially trained customer service representatives capable of handling a variety of customer concems. AT&T CSR's receive calls ranging from channel line-ups to no pictures, and will try to resolve a customer's issue over the phone. If the CSR determines that a service call is necessary, it is scheduled and recorded in our database. If it is a informational call or a phone correctable service, such as what channel is where, where is your office located, how do I program my converter, change of service or how do I hook up my new TV or VCR, the CSR is able to resolve these issues over the phone and these calls aze not recorded. Credits Credits aze typically given upon request, because if there is an outage in the azea not all subscribers aze affected. Some subscribers may not be home or not watching television during the time of the outage or the outage or the service call could be for a specific channel and therefore not affect all customers or all levels of service. If a customer does request a credit for a complete outage, either by phone to the CSR or to the Service Technician during the service call, the customer will receive a full day credit, even if the outage has affected them for only a few hours The number of service calls and amount of credits given would not reflect a true match or reporting analysis, as credits aze given for variety of reasons, such as On Time Guazantee, billing errors, vacation requests, PPV orders, etc., depending on the situation. (On Time Guarantee is a $20.00 credit given to customers if we miss the appointment window for installation and service calls. It is also communicated to customers on our ARU system and on all work orders which the customer signs) ;