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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 Clerkâs 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 the...
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