TCI Cablevision salutes The Cable Guy

Business Wire, June 13, 1996

SEATTLE--(BUSINESS WIRE)--June 13, 1996--TCI Cablevision of Washington Inc. recognizes the humor in the new comedy, The Cable Guy.

In fact, over 100 of TCI's real cable guys were on hand last night for an advanced screening sponsored by Columbia Pictures and KISW Radio. The movie will be released throughout the Seattle area on Friday, June 14.

"There has been a lot of anticipation in advance of the release of this movie...particularly within our industry," says Bill Bennett, general manager of TCI Cablevision's North Seattle area. "We wanted our employees to sit back and enjoy the story of a fictitious cable guy. And, we thought it was entertaining."

The Real Story Behind the Local Cable Guys

TCI cable guys are committed to providing exceptional customer service. Sometimes, however, the unexpected occurs and they are challenged to go beyond the call of duty. A typical day may not only include installations and service calls, but also cable heroics such as rescuing cats out of trees, attending to medical emergencies and car problems, as well as intercepting muggers. The company routinely honors employees for these special feats, in addition to service performance.

Customer Service is Paramount

TCI Cablevision has made a concerted effort to improve customer service and become an exceptional supplier within the cable industry. The "real cable guys" have a mandate to provide these service initiatives:

-- Respond to all cable service calls within 24 hours

-- Provide new installations within two days

-- Commitment to service appointments within a two hour

time-frame

-- On-time guarantee: TCI will be on time or the customer's

installation is free of charge

-- Service guarantee: TCI will provide service when stated

or customer will receive a $20 credit toward future service

-- If a customer is not completely satisfied with their new cable

service, they are entitled to a money-back guarantee within

the first 30 days

-- Immediate response to power outages

"With the advent of satellite TV and other competitors, customer service will make the difference in the marketplace," says Bennett. "We examined our weaknesses and have made vast operational improvements in recent years. Our customer service guarantee is analogous to the Nordstrom philosophy; the customer is our top priority."

Locally, TCI receives approximately 1.5 million customer calls a year, answering each within 30 seconds. The company also implemented a quality control program nationwide, in which 10 percent of its customer sites and cable poles are rechecked to ensure optimum service.

The Cable Guy touches on the issue of cable fraud. In reality, TCI is committed to preventing cable theft and unlawful sale of devices used to modify cable signals. The company actively audits its systems, taking legal action against repeat offenders. To lessen the problem, TCI permits individuals to voluntarily come forward and subscribe to TCI with a "no questions asked policy." Bennett says, "Cable theft is a nuisance that affects rates."

The Future of Cable Technology

TCI is making strides as a leader in cable entertainment technology. The company is allocating $100 million to rebuild its cable system in the Seattle/King County area over the next three years. Using fiber optics, TCI is upgrading its network to provide more channels, high-speed access to the Internet, digital television and telephony.

This will initially double the number of cable channels available, with hundreds more possible in the future. The installation of fiber optics will also lead to improved picture resolution and reliability. Seattle will be one of the first cities nationally to receive this level of advanced technology.

A Commitment to the Communities it Serves

TCI is proud to put a "human face" on local area community projects. Many hours are devoted to providing education in classrooms and taping student projects. The scope of community projects range from educational campaigns and social issues forums, to event sponsorships and award programs. (A list of recent service achievements is available.)

CONTACT: Naomi Weiss Communications

206/628-3828

or

TCI Cablevision of Washington Inc.

Lori Shelden, 206/525-0332 ext. 3007