Cable operator gets reprieve

Lolita Harper

COSTA MESA -- City officials granted AT&T; Broadband a 48-hour

extension for a report detailing customer service information that was

due Tuesday, saying the cable company is showing a sincere effort in

making things better.

Steve Hayman, director of administrative services for Costa Mesa, said

he felt the company’s officials deserved extra time to ensure the

report’s accuracy and completeness.

“I feel the extension was warranted,” he said. “The city and customers

have obviously gotten their attention.”

Hayman and other city officials demanded a detailed summary outlining

response times for calls to be answered and problems to be fixed. The

city has long been frustrated with the poor level of customer service

offered to residents, he said.

AT&T; Broadband has a 15-year contract with the city, which authorizes

the construction, operation and maintenance of a cable system throughout

the city. Contrary to popular belief, the contract is not exclusive,

Hayman said.

Because AT&T; Broadband has an existing customer base, other companies

are hesitant to take the steps to provide competing service, he said.

Therefore, customers are left with only one other option -- a satellite

dish.

Hayman said he will look at service levels from AT&T; Broadband’s

report and compare it with guidelines that are set in the contract.

Patti Rockenwagner, the executive director of AT&T; Broadband corporate

communications, said cable officials are still crunching numbers but plan

to submit the report later today.

“We are absolutely committed to seeing this thing through, until every

single customer is happy,” Rockenwagner said.

Hayman said he believes the company is sincere, noting that AT&T;

Broadband officials have been trying diligently to put together a

customer service plan. Preliminary solutions involve hiring more customer

representatives, changing the phone systems and dedicating one cable

employee to specifically address Costa Mesa issues, Rockenwagner said.