Continuing to dig into the issue of (the lack of decent) broadband in the Central District and Beacon Hill, Glenn Fleishman at Publicola sits down with former King County Executive candidate and new Broadstripe Pacific Northwest General Manager David Irons.
A few highlights:
Of the 23 nodes in Seattle, â€œWe have made significant electronic improvement to resolve the issues in 18 of them,â€ with the rest proving more problematic and requiring new cable runs or other changes. Irons said the remaining five nodes will be improved between February and March 2010.
Irons explains, â€œJust on a routine basis, we had our technicians going out and arriving at someoneâ€™s home, okay, you have a problem there,â€ then checking it off and leaving. Now, a technician â€œis not allowed to leave the personâ€™s home until the problem is resolved, or they have permission from their supervisor.â€
Customer service hours have been extended from 7 pm Pacific on weekdays to 9 pm Pacific, and in January that will go to 10 pm Pacific. Weekend customer support has been replaced with full-on tech support, with staff that can handle both billing and technical questions. Engineers are now on call for major problems 24 hours a day, as well.
These sound like good changes, and I do have to say that our internet connection at home has been better than it was in September, but it’s still nothing to be bragging about.
Irons also states that Broadstripe has 8 open positions they’re looking to fill.
Broadstripe is expected to emerge from Chapter 11 bankruptcy in the first quarter of 2010.
There’s lots more interesting information in the full article at Publicola.
One thought on “Publicola interview with Broadstripe GM David Irons”
“Now, a technician ‘is not allowed to leave the personâ€™s home until the problem is resolved, or they have permission from their supervisor.’ ”
So THAT’s why that Broadstripe technician has been sleeping in the guest room for the last four months!
Not that I’m complaining: He’s very clean, a decent cook, and really good with the kids. Plus, the dogs love him. He’s part of the family now….
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