Laserfiche WebLink
BOOK - 96 PAGE 504 <br />Mr. Vickers described the technical differences between <br />coaxial cable operations and fiber optics equipment. He advised <br />that Falcon Cable is in the process of converting to.fiber optics <br />and expects to be receiving their C.O. for their new building in a <br />couple of weeks. In addition, they will be expanding their service <br />area to include Vero Lakd Estates. <br />Mr. Vickers explained that their current equipment has been in <br />use since 1986. The current usage of that equipment is now beyond <br />anything contemplated at that time. He gave detailed information <br />about the new system and advised that the conversion to fiber <br />optics should be completed in early 1996. <br />Mr. Vickers advised that there have been some problems, but <br />they have been attempting to deal with problems as quickly as <br />possible. He advised that Falcon takes problems seriously. He <br />explained in detail how each complaint (in the backup) had been <br />handled. He felt they had addressed those complaints adequately <br />and he was not aware of other complaints except those brought to <br />his attention by the Utilities Department. <br />Chairman Macht asked whether Mr. Vickers felt that he was <br />adequately staffed to handle the minimum response time. <br />Mr. Vickers felt assured that there is sufficient staff and <br />that installations or reconnections are done within 3 business <br />days. Service calls for existing customers are normally done the <br />same day or at least within 24 hours or the customer is advised why <br />the repair cannot be done. <br />Franchise Coordinator Ana Anderson advised that the majority <br />of the complaints deal with frustration due to the need for <br />multiple calls to Falcon. She has received many complaints about <br />incorrect installations, and she has been told by Falcon's staff <br />people that some installation crews were not qualified or had not <br />done the job correctly. She questioned why it was not done <br />correctly initially. She felt she should not be getting this <br />excessive amount of complaints. The majority of the complaints are <br />from the Grand Harbor area. <br />Mr. Vickers requested that complaints be forwarded to his <br />attention. Upon asking, he had learned of three other documented <br />complaints and they have been taken care of. <br />Chairman Macht noted that the Board was concerned whether <br />Falcon was operating within the contractual agreement, providing <br />120 <br />October 24, 1995 <br />