McAllen, Time Warner discuss service complaints

McALLEN -- Time Warner Cable will soon meet with residents to discuss customer service complaints, after months of pressure from city leaders.

The company is expected to host one or two informal, community forums within the next month, where representatives will be available to address individual problems and explain what the provider has done to improve customer service.

The move comes after McAllen officials began scrutinizing the cable provider following reports of rude personnel, long wait-times during customer service calls and technician delays that stretched on for days.

That "horrible" record prompted the city's intervention, City Commissioner Marcus Barrera said.

"We take the view that we're helping (Time Warner) out by identifying these customer issues that they could be doing on their own," he said.

Time Warner and McAllen have a contract called a franchise agreement, which gives the cable provider the ability to operate here. That contract spells out various customer service standards the company is obligated to meet.

But over the last two years, the city has received an increasing number of complaints from residents regarding the cable company.

The city posted an online survey this summer asking customers for their stories. More than 700 responded, Assistant City Attorney Aaron Leal said.

Since then, Time Warner appears to have made improvements.

The complaints have tapered off, customer service representatives now seem more polite and calls are answered more quickly, according to city officials.

"Their corporate attitude has sort of changed," Barrera said. "They're really trying to remedy these problems."

Time Warner Cable spokeswoman Vicki Triplett said the company took "drastic measures" to address the city's concerns including increasing customer service and technical staff levels by 10 to 15 percent.

New dispatch protocols will also help improve how quickly service technicians can be sent to customers' homes.

And improved technology is helping the cable company respond to potential outages before customers' cable actually goes down, she said.

Triplett blamed some of the company's past problems on "growing pains" related to Time Warner's expansion into high-speed Internet and digital phone service. With three products - instead of just one - customer service reps and technicians have greater demands, she said.

But city leaders have not yet ruled out holding formal, public hearings on continued customer service issues.

The threat of such meetings ensures Time Warner continues making improvements and would force company officials to remain attentive, Barrera said.

Theoretically, the city could also fine the company if it feels it isn't meeting the obligations spelled out in its franchise agreement.

But such a move could prove difficult given Federal Communications Commission regulations and court rulings that limit the ability for cities to control their local providers.

City Manager Mike Perez said McAllen isn't trying to pick a fight with Time Warner, but the company has an obligation to its residents.

"We're not here to beat them up," Perez said. "It's about making sure the quality is where it's outlined in the contract."

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Ryan Holeywell covers McAllen, PSJA, the Mid-Valley and general assignments for The Monitor. He can be reached at (956) 683-4446.