Important Information For Video and Data Customers
Customer Complaint Procedures
If you have a complaint regarding your cable television or data service or your bill, please call the local customer service number listed on your bill. Alternatively, if you wish to put your comments in writing, your letter should be addressed to Sister Lakes Cable at the local address listed on your bill. We will promptly try to resolve your complaint. If we are unable to resolve your complaint, we will notify you that we are unable to do so and explain the reason why. Please refer to your monthly cable bill or call the local customer service number listed on your statement.
Any complaints that can not be resolved with the above processes for service or billing related issues can contact the Michigan Public Service Commission in regards to the dispute.
Michigan Public Service Commission
Attn: Video Franchising
P.O. Box 30221
Lansing, MI 48909
By Phone (800)292-9555 or on the web at http://www.michigan.gov/mpsc
If you experience a problem with picture or signal quality, you should review your television and/ or VCR owner’s manual for proper adjustment. If the problem does not clear up, you should call the local customer service number listed on the contact us page and describe the problem to a customer service representative.
In order to correct the problem, we may need access to your premises. If required, a service call will be scheduled at a time convenient to you. We will make all reasonable efforts to resolve any complaints you have concerning the quality of our signals promptly and efficiently. Excluding conditions beyond our control, we will respond to a service interruption no later than 24 hours after receipt of notification. We respond to other service problems no later than the next business day after notification. If our service technician is unable to correct the problem to your satisfaction we will, at your request, schedule a second service appointment. If we remain unable to correct the problem you will be notified of this fact and the reason why. Please refer to your monthly cable bill or call the local customer service number listed on the Contact Us Page.
Before you move, please call the local customer service number listed on the How To Reach Us insert. This is the best way for us to arrange for your service to be disconnected and to schedule an installation at your new home if your new home is in our service area.
In the event your service is terminated, the converter, remote control and any other equipment provided by us should be returned to Sister Lakes Cable by scheduling an appointment for pick up. You will continue to be billed for the equipment until it is returned. If you have lost or are otherwise unable to return the equipment you will be billed for the equipment.
Televisions and VCR Compatibility
Many newer television sets and videocassette recorders (“VCRs”) are labeled “cable ready.” Typically, a cable-ready television or VCR is one which, when connected directly to cable service, can receive all unscrambled, non-premium channels (premium channels include such channels as HBO and Showtime). Older televisions and VCRs are more likely to be non-cable ready, which means they generally receive only some numbered channels (usually channels 2-13). Even if you have an older television or VCR that was advertised as being “cable ready” or “cable compatible,” the equipment may not perform as you expected when connected directly to our cable system. This is because there previously were no standards applicable to television set manufactures governing the reception of cable channels. According to new federal regulations, televisions and VCRs sold in the United States as of July 1997 cannot be called “cable ready” or “cable compatible” unless they comply with the new technical requirements adopted by the FCC, including the ability to properly tune cable channels. Existing equipment may meet some but not all of these standards, and connecting our cable service directly to such equipment may cause signal degradation or interference. If you are not sure whether your television or VCR is “cable ready”, you should review the equipment manual and instructions, or contact the manufacturer. If your equipment is not fully cable ready, you can still receive all standard cable channels offering non-scrambled or nonencrypted programming by renting or purchasing a single set-top converter without descrambling or decryption capabilities. For a low monthly fee, we rent set-top converters to our customers that will be compatible with the services you purchase from us. You may also purchase set-top converters at electronic stores or other retail outlets in your area.
In order to enable you to utilize special features, which your television and VCR may have, we will make available, upon your request, equipment which will allow for simultaneous reception of two or more scrambled or encrypted signals and for tuning to alternative channels on a pre-programmed schedule. This equipment could include for example, set-top converters and multiple descrambler/ decoders and/or timers (or if such devices are not available, multiple set-top devices will be provided), and signal bypass switches.
Set Top Cable Boxes and Remote Control Units
Sister Lakes Cable rents set top cable boxes and remote control units to subscribers to access set-top converter features.
Notice of Availability of Converters For Additional Outlets
Subscribers who install their own additional receiver connections may not be able to receive all broadcast stations carried on the cable system without additional equipment. For those television sets that are not truly compatible with the cable system, television broadcast stations located above Channel 13 may not be receivable without additional equipment.
The equipment necessary to receive all broadcast stations carried on the cable system is for rent from your cable company. Please contact your local cable company for complete details.
Service Changes and Installation
Standard installations are generally completed within 3 business days. If you initiate a change in the services you receive, you may be subject to the applicable installation or change of service charge. Please refer to the service rate information we have supplied to you for details. You may obtain additional information about our current services, fees and prices by calling us during normal business hours.
Other Services and Information
In addition to our Basic and Expanded Service packages, we also offer optional video and audio programming services, including individual premium channels (such as HBO, Cinemax, Showtime, Starz and Encore) We also offer High Speed Internet in our service area. For some optional services you must have a compatible addressable converter or a cable modem.
Please call us at the local customer service number at 269-424-5737 to talk to one of our customer service representatives about our products and services, or go to our website www.sisterlakescable.net to see the latest information on our services.
We may change this information in the future. We will send you a written, electronic or other appropriate notice informing you of any changes and the effective date. If you find the change unacceptable, you have the right to cancel your service. However, if you continue to receive our service after the effective date of the change, we will consider this your acceptance of the change. For those of our customers receiving service through commercial accounts, bulk rate arrangements or similar arrangements, some of the policies, procedures and services herein may not apply. Please call us at the local customer service number listed on the How to Reach Us insert to talk to one of our customer service representatives for further information.