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HomeMy WebLinkAbout09/08/2003 � � Telecommunications Advisory Committee City of Apple Valley September 8, 2003 7:00 P.M. Municipal Center Minutes 1. Call to Order Chair Rollin Bible called the meeting to order at 7:01 p.m. Members Present: Rollin Bible, Dale Rodell, John Magnusson, David Westbrook Jerry Brown, Scott Hugstad-Vaa Members Absent: None Others Present: Mark Moore, Elizabeth Engel, and Denis LaComb 2. A�proval of A eg nda Mr. Bible asked for changes to the agenda and there were none offered. No motion was made, or vote taken, to approve the agenda. 3. A�proval Minutes of June 2, 2003 MOTION: Mr. Magunsson moved, second by Mr. Westbrook, to approve the minutes of June 2, 2003. Motion passed unanimously. 4. E-Commerce and Business Development Issues Mr. Moore informed the Committee that Charles Grawe was to have made the presentation on this item, but was absent from the meeting due to the birth of his new baby. Mr. Bible suggested that this item be tabled until the next quarterly meeting. The Committee members also congratulated Mr. Grawe on the new addition to his family. MOTION: Mr. Westbrook moved, second by Mr. Brown to table the E-Commerce and Business Development Issues presentation to the next quarterly meeting of the Committee. Motion passed unanimously. 5. 3rd Quarter Complaint Log Mr. Moore pointed out that there had been a sizable percentage increase in the number of complaints in two areas, unfinished drop burials and customer service/call center dissatisfaction. He stated that in the previous three weeks the numbers of complaints in those areas were four times greater than had been received for the entire year, up to that • � point. Chair Bible said that he was disconcerted by the increased numbers and asked Ms. Engle to address the issue. Ms. Engle stated that most of the increase in drop burial complaints was due to changes in Charter Communications management, that resulted in reporting and follow-up lapses. She also said that issues that had to be resolved with their new burial sub-contractor also caused some of the problems. Ms. Engle stated that most of the customer serviced/call center complaints occurred during two periods when callers whose computers were infected by internet/e-mail viruses inundated their phones lines. Chair Bible asked why there were so many unfinished drop burials beyond the franchise-mandated completion date of June 30"'. Ms. Engle said that was the result of improper recording of drop burial information by the crews or company staff. Chair Bible also asked if there was local supervision of the sub-contractors. Ms. Engle replied that there are three local technical supervisors, and one is specifically responsible for over-seeing the subcontractors. However, she said that they are still warking to eliminate the improper recording of drop burial information by the crews or company staff. Mr. Westbrook mentioned that he was one of those listed in the complaint log because of problems with his Internet and cable TV service. He is concerned about the length of time that the service is down, in his case up to a week, and was wondering why there couldn't be a twenty-four hour standard in place. Ms. Engle replied that twenty-four hours is their standard, and without knowing the particulars of his case, doesn't lrnow why that wasn't adhered to. Mr. Westbrook also asked why he has had so much trouble getting through to customer service when he was having service problems. Ms. Engle replied that, again without la�owing the particulars of his case, it was probably attributable to the phone lines being overwhelmed by the computer virus issue that she had previously referred to. Ms. Engle reiterated that the company is very focused on solving these issues. Chair Bible stated that the Committee would continue to monitor this situation for 6. Coordinator's Report Mr. Moore briefly reviewed the items listed in his report that was included with the packet that was distributed to the committee. 7. Other Ms. Engle reported that Charter was changing the walk-in hours at the local office from Saturday to Wednesday evening. She also stated that they had reached carry agreements with KMSP-TV and KARE-TV, and were still working on some technical issues. They are shooting for an October launch of the new High Definition cable TV service, but can't provide a definite date yet. 8 . Adj ourn MOTION: Mr. Rodell moved, second by Mr. Brown to adjourn the meeting. Motion passed unanimously. The meeting was adjourned at 7:50 p.m.