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NEWS
January 17, 2002
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.
NEWS
March 14, 2002
Lolita Harper COSTA MESA -- Fuzzy reception? Questions on bills? Lost a favorite channel? Can't get through to an AT&T Broadband customer service representative? City Hall. This evening. Be there. AT&T Broadband representatives will address customers' concerns during an unprecedented community forum Thursday in council chambers, hoping their efforts will convey a continued commitment to improving customer service in the city. "We expect to provide better service for our customers," said Del Heintz, director of local government affairs for AT&T Broadband -- the cable company that offers exclusive service to Costa Mesa residents.
NEWS
March 20, 2002
Lolita Harper COSTA MESA -- Cable giant AT&T Broadband on Monday escaped a $100 per day fine for poor customer service when City Council members narrowly decided to delay action until they receive more data. The council voted 3 to 1 to postpone the issue until AT&T Broadband officials could provide more information but required cable officials to hold monthly community meetings to address Costa Mesa residents' needs until customer service levels are up to par. Councilwoman Karen Robinson dissented.
NEWS
March 18, 2002
-- Compiled by Daily Pilot staff Remember Carol Hoffman? The smartly dressed, eloquent blond who succeeded in convincing nearly everyone -- or at least the Costa Mesa City Council -- that the Home Ranch project was good for the community? Yeah, her. Well, the folks at AT&T Broadband have hired Hoffman and her public relations team at Government Solutions to help promote the cable company's renewed dedication to customer service. Hoffman is no stranger to heavily debated subjects and proved her grace under fire while defending the development of 93 acres of Segerstrom lima bean farm.
NEWS
January 19, 2002
Lolita Harper COSTA MESA -- City officials received a long-awaited performance report from AT&T Broadband on Thursday that outlines what they already knew: Customer service is unsatisfactory. Steve Hayman, director of administrative services for Costa Mesa, said he was not surprised by the report's content. Performance in the fourth quarter of 2001 was worse than the previous one and both times levels of service were substandard, he said. The report was one page and detailed four statistics for the Western region: number of calls answered in 30 seconds, total calls answered, percentage of calls answered in 30 seconds and the average handle time.
NEWS
February 8, 2002
Lolita Harper COSTA MESA -- Residents who are frustrated with a lack of communication with AT&T Broadband may get a chance to voice their opinions in person, as the cable company will be asked to come before the City Council to try to resolve customer service problems. Steve Hayman, director of administrative services for the city, said he and the city attorney are taking the necessary steps to get the issue on an upcoming City Council agenda. "The council can then decide what action should be taken, according to the franchise agreement," Hayman said.
NEWS
March 18, 2002
AT&T BROADBAND Officials from the cable giant that holds the only service contract in Costa Mesa will address the City Council tonight to outline steps to improve customer service in the area. Del Heintz, the director of local government affairs for AT&T Broadband, will discuss recent problems with customer service related to extensive changes in technology and programming. Council members will decide what action the city should take regarding the cable company -- although the law really limits what they can do. The Federal Communication Commission governs contracts between cable companies and cities.
NEWS
January 1, 2002
EDITOR'S NOTE: On Friday, the Daily Pilot ran a story in which Costa Mesa residents complained about their AT&T Broadband service, "Cable woes have customers lining up for change." Since then, we've received nearly 50 e-mails and hotline calls about cable woes and the problems viewers are having, not one has been favorable toward AT&T Broadband. The following are a few of the responses we have received: I can answer the question from Friday's article with one word: DirecTV.
NEWS
January 6, 2002
It's not the signs so much as the free parking and redirected traffic that's helping some Balboa Peninsula businesses weather construction work. Merchants have given mixed reviews to the city's efforts to ease the burden of an $8-million renovation project. And the new Rose Bowl rules are anything but rosy for Newport Beach. The city, once able to draw Rose Bowl teams and tourists, is finding that the prolonged event and the change from a Big Ten and Pac 10 match are making it hard to draw people here.
NEWS
January 3, 2002
Thanks very much for the article ("Cable woes have customers lining up for change," Friday). Since you asked, I'm of the impression that AT&T Broadband doesn't give a hoot about anything except making the most money with a minimum of effort. Their service is the worst I've experienced in three major metropolitan areas. No need to comment more on the inexcusable so-called "customer service" phone problems. And then, should one be fortunate to get through, the persons answering come across as poorly trained and/or indifferent to any satisfactory resolution.
ARTICLES BY DATE
NEWS
July 14, 2002
If there's one Costa Mesa city employee who hears a slew of complaints about various controversial topics, it's Steve Hayman. The three-year administrative services director has worked for the city for 24 years now and, these days, focuses much of his attention on the city's Job Center, AT&T Broadband's public services, skate park planning and the Farm Sports Complex. The 49-year-old also leads the charge on the city's Concerts in the Park series -- the kickoff of which he enjoyed attending Tuesday night.
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NEWS
March 20, 2002
Lolita Harper COSTA MESA -- Cable giant AT&T Broadband on Monday escaped a $100 per day fine for poor customer service when City Council members narrowly decided to delay action until they receive more data. The council voted 3 to 1 to postpone the issue until AT&T Broadband officials could provide more information but required cable officials to hold monthly community meetings to address Costa Mesa residents' needs until customer service levels are up to par. Councilwoman Karen Robinson dissented.
NEWS
March 18, 2002
-- Compiled by Daily Pilot staff Remember Carol Hoffman? The smartly dressed, eloquent blond who succeeded in convincing nearly everyone -- or at least the Costa Mesa City Council -- that the Home Ranch project was good for the community? Yeah, her. Well, the folks at AT&T Broadband have hired Hoffman and her public relations team at Government Solutions to help promote the cable company's renewed dedication to customer service. Hoffman is no stranger to heavily debated subjects and proved her grace under fire while defending the development of 93 acres of Segerstrom lima bean farm.
NEWS
March 18, 2002
AT&T BROADBAND Officials from the cable giant that holds the only service contract in Costa Mesa will address the City Council tonight to outline steps to improve customer service in the area. Del Heintz, the director of local government affairs for AT&T Broadband, will discuss recent problems with customer service related to extensive changes in technology and programming. Council members will decide what action the city should take regarding the cable company -- although the law really limits what they can do. The Federal Communication Commission governs contracts between cable companies and cities.
NEWS
March 14, 2002
Lolita Harper COSTA MESA -- Fuzzy reception? Questions on bills? Lost a favorite channel? Can't get through to an AT&T Broadband customer service representative? City Hall. This evening. Be there. AT&T Broadband representatives will address customers' concerns during an unprecedented community forum Thursday in council chambers, hoping their efforts will convey a continued commitment to improving customer service in the city. "We expect to provide better service for our customers," said Del Heintz, director of local government affairs for AT&T Broadband -- the cable company that offers exclusive service to Costa Mesa residents.
NEWS
February 8, 2002
Lolita Harper COSTA MESA -- Residents who are frustrated with a lack of communication with AT&T Broadband may get a chance to voice their opinions in person, as the cable company will be asked to come before the City Council to try to resolve customer service problems. Steve Hayman, director of administrative services for the city, said he and the city attorney are taking the necessary steps to get the issue on an upcoming City Council agenda. "The council can then decide what action should be taken, according to the franchise agreement," Hayman said.
NEWS
January 19, 2002
Lolita Harper COSTA MESA -- City officials received a long-awaited performance report from AT&T Broadband on Thursday that outlines what they already knew: Customer service is unsatisfactory. Steve Hayman, director of administrative services for Costa Mesa, said he was not surprised by the report's content. Performance in the fourth quarter of 2001 was worse than the previous one and both times levels of service were substandard, he said. The report was one page and detailed four statistics for the Western region: number of calls answered in 30 seconds, total calls answered, percentage of calls answered in 30 seconds and the average handle time.
NEWS
January 17, 2002
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.
NEWS
January 10, 2002
How is this giant of a cable company allowed to take so many liberties with its users ("Cable woes have customers lining up for change," Dec. 28)?I have only had some sketchy problems that were settled in a matter of minutes, however, lately, due to the new changeover from basics to preferred and you name it, the only answers I have gotten from any of the representatives are unjustifiably wrong. I have called numerous times to ask what my new billing would be and received four different rates.
NEWS
January 6, 2002
It's not the signs so much as the free parking and redirected traffic that's helping some Balboa Peninsula businesses weather construction work. Merchants have given mixed reviews to the city's efforts to ease the burden of an $8-million renovation project. And the new Rose Bowl rules are anything but rosy for Newport Beach. The city, once able to draw Rose Bowl teams and tourists, is finding that the prolonged event and the change from a Big Ten and Pac 10 match are making it hard to draw people here.
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