Windstream’s Chief Executive Officer says he will appoint a President of Georgia Operations and establish a Rapid Response Team to deal with consumer complaints. Tony Thomas announced the initiatives today in a written response to a letter from Ninth District Georgia Congressman Doug Collins. Collins wrote to Thomas on February 12, 2016 demanding answers regarding the telecommunication firm’s “unsatisfactory” and “substandard” Internet service to residents in Northeast Georgia.
READ: Congressman Collins Demands Answers from Windstream
Now Habersham obtained a copy of Thomas’ response from Windstream Vice-President of Corporate Affairs, David Avery. In the letter Thomas writes, “I appreciate your concerns and take them seriously. As you know, Windstream also employs 380 talented professionals in the Ninth District, all of whom take immense pride in serving our customers and are determined to address these concerns.”
In addition to touting recent network upgrades, Thomas outlines the following plan for improving customer service:
- Communication — We will pursue broader customer outreach initiatives to ensure that more households become aware of new speed tiers in their local area. This outreach will include local advertising, direct communications to upgrade-eligible households, and more frequent announcements when upgrade work is completed.
- Local Leadership — I will appoint a President of Georgia Operations to ensure a single point of accountability as we work to deliver on our commitment to excellence. In addition to a primary focus on operations, this executive will work in tandem with our Government Affairs team to respond swiftly to concerns and questions of you and other officials.
- Rapid Response Team – Finally, I will establish a team, based in Cornelia, to respond specifically to any Ninth District customers who contact your office. Individuals who believe their needs have not been addressed should contact this team directly at 706-894-1330. Customers may also visit any of our local retail locations in Blairsville, Dahlonega, Cleveland, Commerce, or Cornelia. Our retail associates stand ready to support the needs of our customers between the hours of 9 a.m. and 5 p.m., Monday through Friday.
READ Tony Thomas’ letter to Congressman Collins here
Persistent, boisterous consumer complaints and inquiries by elected officials have plagued the Arkansas-based company for years. Consumers, particularly those in rural regions such as Northeast Georgia, routinely complain of slow and dropped Internet connections. Multiple social media campaigns have been launched against the company by disgruntled consumers and in 2014 Windstream paid $600,000 to settle claims it advertised high-speed Internet service it could not deliver.
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Original article: Windstream CEO to Establish Rapid Response Team for Consumer Complaints.