The issue of poor customer service was a topic on the last City Council meeting agenda. Councilmen Pitts and Fought submitted a resolution to be sent to the Texas Public Utility Commission requesting action to improve the customer experience in Georgetown.
Councilman Fought explained in detail why the City has no authority over Suddenlink. He cited Texas law that transferred authority over cable providers from local government to the Texas PUC. He also quoted the law that prohibits the PUC from resolving customer complaints.
Several Suddenlink customers testified to their experience with the poor customer service. One customer testified that from his research the issues with customer service were not limited to Georgetown, but existed in all Suddenlink service areas across the United States.
A Suddenlink representative also testified and admitted there had been problems caused by a change to a new computer system, but that was behind them and customer service metrics were improving.
The Council directed the City Attorney to draft the resolution for approval at the next Council meeting. They also directed the attorney to send copies to Senator Schwertner and Representative Wilson as legislative action may ultimately be required.
City staff was also directed to examine any methods the city could employ to foster competition in the cable service area.
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