Wednesday, April 4, 2001
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Wednesday, April 4, 2001 |
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Cable company assigns Fayette customer rep By DAVE HAMRICK
AT&T Broadband has assigned a customer service representative to Fayette County full-time to deal with problems resulting from the company's system upgrade, as well as continued problems resulting from the age of the system being replaced. Toni Sisco is now available to help you with billing problems and cable outages and to answer your questions 8 a.m. to 5 p.m. Monday through Friday. She can be reached by phone or e-mail: 770-460-5730, extension 5205, or att@admin.co.fayette.ga.us. "It's a goodwill gesture on their part," said County Administrator Chris Cofty. Cofty and county commissioners, along with officials in Fayetteville and Peachtree City, have frequently expressed dissatisfaction with the handling of cable television customer complaints by the communications giant, as well as the pace of the construction upgrade. As grantors of the franchise, Fayette and the local cities receive calls from customers when they can't get through to the company's customer service center, and Cofty said those calls have been frequent of late. "We were spending an inordinate amount of time on complaints," he said, adding that county workers were pulled away from their regular duties to answer the complaints. AT&T Broadband spokesman Reg Griffin said the company decided Fayette needed help. "One of the things Steve White [vice president of the company] has committed to is to be a better listener," said Griffin. In meetings with county officials, White learned that the construction work has generated extra calls, he said. "We felt like the call volume they were talking about was such that it did make sense to put someone there," said Griffin. If problems occur at nights and on weekends, customers will still have to phone the AT&T Broadband customer service center at 770,559-2500, or wait until morning or Monday to reach Sisco.
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