Prestonsburg Mayor Les Stapleton said Thursday that a meeting held this week with officials from Suddenlink has yielded what he believes are “good results.”
Stapleton said he sat down with the officials Wednesday to continue a conversation begun after Prestonsburg hosted a forum on the company’s problems providing cable television, internet and phone services to customers in the city and beyond.
“We’ve been working on this since the public forum,” he said.
Stapleton said Thursday that, since the forum, there have been some improvements and the company is no longer getting complaints from some problem areas, but there are still issues to be worked out. The meeting on Wednesday, he said, brought some issues to the attention of Suddenlink officials of which they were not aware.
“I believe there was a breakdown in communications between their customer service and their corporate office,” he said. “They want to do the right thing.”
Stapleton said that, in order to ensure that customers’ issues are fully dealt with and in a timely fashion by the company, the city has started an email account, SuddenlinkIssues@gmail.com, to help track complaints. Stapleton said customers who call Suddenlink with problems should also email the following information to that address.
• Time and date of complaint being issued
• Operator with whom the customer speaks (either by name or operator number)
• Detailed information on the complaint issued.
“We need specific information,” Stapleton said, adding this will allow the city to communicate directly with Suddenlink to ensure customer service complaints from Prestonsburg are taken care of in a timely fashion.