Fiber-based broadband provider Ripple Fiber has released what it calls an “enhanced Service Promise.”
The provider says that it will address service-related issues within 30 days of installation and provide as much as two months of the customers service fee “if expectations remain unmet after being given the chance to address the matter.” If applicable, installation fees will be refunded.
“We strive to be a transparent and dependable provider, and our Service Promise aligns with that standard. Now, when residents choose our service, they’re not just getting high-speed, future-ready internet,” Ripple Fiber Senior Vice President of Customer Experience Gina Dillard said in a press release about the service promise.
“Our team is so confident that customers will love their experience that if we fall short and can’t make it right, we’ll credit them double their money back no matter what.”
Key elements of the Ripple Fiber Service Promise include:
- Fiber internet service with low latency
- 24/7 customer support
- Wi-Fi routers providing whole-home coverage
- High uptime, even during busy timeframes and inclement weather
- Transparent pricing and accurate billing
- White glove installation to ensure a seamless setup
Competition is driving broadband and mobile service providers to improve customer service and introduce service promises similar to Ripple Fiber. In May, Telecompetitor examined what two providers are offering.
Spectrum by Charter includes same-day technician visits, outage notifications within 15 minutes; whole-dollar pricing with taxes and fees included in the listed price; money-back guarantees in the first 30 days after a customer starts a service or 14 days for mobile devices.
AT&T’s service promise includes restoration of service or credit after interruption of 20 minutes to fiber customers and 60 minutes to wireless; the company’s best deals on any smartphone for new and existing customers; no hidden fees or equipment charges with AT&T Fiber; and the ability to speak to a technical expert within five minutes or schedule a convenient callback and same- or next-day technician availability for fiber issues.
