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Minutes for the Suddenlink Complaint Committee meeting on February 9, 2015
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Members present: Councilwoman Ann Williams and Sam Long
Members absent: Councilman Charles Frierson
Mr. Garry Bowman stated Suddenlink is steadfast in their commitment to customer service and are proud of their Jonesboro team for earning the most improved customer satisfaction score in the company last year based on customer surveys. Even so, they will continue to make improvements. Out of 19,000 residential customers and 1,500 business customers in the Jonesboro city limits, there were 21 complaints from 17 individuals submitted to the city. They take every complaint seriously and have received information from the city allowing them to follow up with the affected customers. Mr. Bowman stated they have addressed the concerns of 11 of those individuals. With the remaining citizens, they left messages but have not heard back from them yet. They respectfully asked that the city forward any complaints to them as soon as possible so the complaints can be addressed in real time.
Councilwoman Williams suggested the city find a way to follow up with the customers to see if their complaints were solved to their satisfaction. If not, they can appear before the committee to discuss their issue. City Clerk Donna Jackson noted a lot of problem stems from this committee being in the franchise agreement, but never utilized in a formal manner. She suggested having a regular meeting once a month in order for problems to be addressed. She discussed the manner in which complaints are received by the Clerk’s Office and added everything that has come in has been forwarded to Ms. Deanna Hornback, Director of System Operations.
Mr. Long explained the people he has talked to are happy with the local office. He recommended allowing citizens to call the local office, instead of having to call a customer support number that goes to a different location. Mr. Bowman stated all customers escalations they receive from customer support are resolved by a local team.
Councilwoman Williams referred to a letter sent by the Mayor’s Office to Ms. Hornback that had questions regarding Suddenlink. She asked if those questions have been answered. Mayor Perrin answered yes, the questions were answered. He added he will send the response to the committee members. (A copy of the letter was not provided for the record.)
Mayor Perrin stated he forwards all complaints to Suddenlink to be resolved, but he questioned what the proper procedure should be. City Clerk Jackson explained that complaints come in to different offices, so no one is able to keep up with what came in and who received it. She noted there needs to be clarification regarding the complaint process. Mayor Perrin agreed, saying that all complaints needs to be filtered to the same office and then given to Suddenlink so it can be addressed.
Discussion was held regarding the earlier suggestion by Councilwoman Williams to have a form that would allow the city to ensure that complaints are being addressed. Mayor Perrin agreed with the recommendation. Councilwoman Williams stated the form needs to ask whether their complaint was resolved and, if not, then ask if they would like to address the committee. Mayor Perrin explained he will work with City Clerk Jackson to get the letters out.
Mr. Bowman stated the customers who contact the city should have their privacy safeguarded. He explained he does not think citizens should be discussed by name in a public forum, but they are willing to give updates in a non-public setting.
Discussion was then held regarding a regular meeting time. Mr. Bowman stated he doesn’t think the amount of complaints warrants a monthly meeting since there have only been 21 complaints in seven months. Mayor Perrin agreed. He suggested having them as needed when complaints that haven’t been resolved compiles to more than five, probably no more than quarterly. Councilwoman Williams suggested meeting on the second Tuesday of the month at 4 p.m. each quarter. The next meeting was set for May 12 at 4 p.m.
With no further business, the committee was adjourned.