Code of Practice :
Introduction :
This document describes Cablewatch's commitment to its customers. Our goal is to deliver excellent service in all aspects of our business. This code covers each of those areas and states clearly what service our customers can expect. This Code of Practice does not diminish, in any way, customers' statutory rights. Customers may also seek independent advice from such bodies as the Director of Consumer Affairs and the Commission for Communications Regulation (Comreg). Addresses of such bodies are provided at the end of this document.
Customer Service :
For advice, information or help with any problem related to the services we provide, customers can contact us by phone, email or by post. Queries are logged and prioritised. Where an issue cannot be dealt with immediately, Cablewatch will keep customers informed of the progress being made in dealing with the query. All customers will receive the same level of service in terms of speed of response, quality of service, etc. irrespective of the means of communication.
By Phone : 01 2964420 - From 9:00 - 21:00 Daily.
A messaging service is available outside of those hours.
By email : Service@cablewatch.TV
Post: Cablewatch LTD, 69 Landsdowne Park, Ballsbridge, Dublin 4.
Installations :
The company ensures that where service can be provided, that the customer will have optional dates available for the installation and that installation will not be withheld unreasonably. Where an installation cannot go ahead on the agreed date the customer will be informed and given the option to have the installation rescheduled to another suitable date. In the event of an installation being cancelled altogether e.g. due to no signal available all paid monies will be refunded within 30 days. Where customised installation is requested or necessary we will offer the customer the option to pay associated costs. All complaints about installation will be responded to within 10 working days.
Tv Services :
Our aim is to complete Installations within the time agreed with the customer. (There may be cases where this is not possible when work is required from other telecommunications companies or site developers) We expect to complete installations within 10 working days from receipt of signed contract.
Broadband Services: Our aim is to complete Installations within the time agreed with the customer. (There may be cases where this is not possible when work is required from other telecommunications companies or site developers) We aim to complete installations within 10 working days from receipt of signed contract.
Requested Disconnections: In the event of termination of service the customer must return or allow removal by Cablewatch of any equipment which is no longer required. Charges may be applied where the customer does not return or facilitate return of Cablewatch equipment within a reasonable period of time.
Service: Cablewatch ensures that it has the resources available to service faults. Service Calls may be booked by contacting our office. (See above for details) Customers will be given an appointment at the time of booking.
TV Services: Our goal is to repair Services faults within the time agreed with the customer. We expect to call out within 2 working days.
Broadband Services: Our goal is to repair Services faults within the time agreed with the customer. We expect to call out within 2 working days.
Charges: The following charges will apply: Service Call Charge: €50
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