I spoke to the complainant on January 21, I apologized for any frustration Hawaiian Telcom (“HT” or “Company”) may have created while we worked to resolve her service issues I confirmed that HT records reflect that a technician will be dispatched to her premise on January 23, She inquired if a Company technician could be expedited for the morning of January 22, But if not, she would like our technician on January 23, to arrive during the morning I advised I would work with our repair department regarding these requests and follow up with her once I get more information I provided the complainant with my contact information, should she have any other concerns in the future
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] They did contact me however, they are going to get back to me as far as an estimated time of when they think they will fix the phone line.The complaint is still open however, they are in touch with me so I am satisfied that they contacted me - still waiting for resolution Sincerely, [redacted]
I called the complainant at 10:52AM HST and left a voice message asking that he call me at 808-643-3377, Monday through Friday, 8:a.mto 4:p.m I will advise the complainant that his request to install service in his name is on hold until outstanding balances for his son, who had service at the same address and at a different address, are paid in full
I called the complainant at 3:21PM on December 13, 2016, and left a voice message asking that he call me back at 643-3377, Monday through Friday, between 8:a.mand 4:p.m According to our records, a technician will be dispatched on December 14, 2016, to the complainant's home in response to his report that he was having trouble with his internet We will have a better understanding of the complainant's service complaint, once our technician determines the root cause of the problem.With regard to his concerns about the IP Address changing, Hawaiian Telcom's Residential Internet Service customers are assigned dynamic IP addresses, which can automatically change to any IP Address in a pool of Dynamic IP Addresses at any time Dynamic IPs are standard for internet services As for the complainant's question about his privacy being compromised, it is our understanding that his privacy should not be compromised Hawaiian Telcom's Business Internet Service provides an option for a Static IP Address, which does not change.Mahalo, Dana W***
Revdex.com, I spoke with the complainant on October 11, 2016, to confirm Hawaiian Telcom was in receipt of his Revdex.com complaint I called the complainant on his cellular phone and advised I am working with the residential billing office to restore phone and internet services, which should be completed within hours He explained that his cellular phone reception is not good He understands that I will call him on his landline on October 12, to further review his billing concerns Sincerely, Nathan G [redacted] Specialist-Customer Relations
An email response was sent to the complainant on October 4, 2015, to apologize for their recent experience with Hawaiian Telcom Services and in trying to reach a company representative Hawaiian Telcom Records indicate that the complainant's telephone service was restored on October 2, I reviewed their September 16, 2015, invoice, and provided a breakdown, which detailed billing for the Go Local Plus bundle, which is $less a 2-year promotional discount of $per month, plus $worth of taxes, fees, and applicable surcharges I provided the following URL, http://www.hawaiiantel.com/Support/TVSupport/Article/tabid/1329/itemId/2750/Tax-...⇄ which provides additional information about the taxes, fees, and applicable surcharges that apply to their services If the complainant has any questions or needs further assistance, I asked that they contact me Dana W***, [redacted] , [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I greatly appreciate MsW***'s call, which was coincidental to my wife (cc'd at [redacted] ) calling HawaiianTel's sales department HawaiianTel, restored our service and offered to pro-rate us for the inconvenience of the reduced service in late November and early December Both my wife and I would also like to commend our installation technician, "Mo," for his thoroughness and professionalism Mo verified each of our promised services worked on all of our computers and TVs Still, my wife and I would like to suggest to the company the following ideas We hope that they will better align the company's response time with the obvious professionalism of its employees: Please follow up with promised response times As mentioned, neither the initial technician's visit nor subsequent calls or e-mails never received follow-ups Please call if your technician runs behind Mo was wonderful; we understand the nature of the job may make response time variable Notifying us in advance he was running behind would have helped us manage our own daily routine Please ensure your technicians have the support they need to finish their job It was hrs after Mo left before we had the upgrade from “standard” (~MBs) to “high speed” (50-MBs) internet It was another hrs before we had our phone line restored, and this, again, required a phone call from my wife to HawaiianTel Finally, we would like to mention that had my wife not called sales and bundled it with a new TV service, we are not confident we would have seen a technician as soon as we did In short, while we are satisfied with the resolution, we do not feel it should take a call to the sales staff, let alone a note to the Revdex.com, to get technical service, and we think that the company could benefit by providing its field technicians with the technical support they need to complete their job We think that addressing these procedural issues would provide customer service as helpful as everyone to whom we talked tried to be Sincerely, [redacted]
Aloha!
Customer
Relations acknowledges that the complainant called our office on April 7, 2016,
three timesThe first call was at 8:a.mand the complainant asked me to
return his callThe second call came in at 8:a.mand the complainant did
not leave a voice messageThe third call was at 8:a.mand the complainant
asked me to return his call as soon as possible
After
returning from a meeting, I called and spoke to the complainant at 10:a.m
The complainant shared that he tried to report phone trouble in April 2015, but
had a difficult time reaching the Hawaiian Telcom (“HT” or “Company”) due to
l*** hold timesHe said he left a message asking for someone to return his
call and stated that he wanted services disconnected if nobody was going to
call him back within a day or twoHe said that he never heard back from anyone
and services didn't work well after that, but he still paid for services
through April After that, he said he stopped using his HT services. The complainant disputes the charges and
asked how HT could continue to bill him
I
explained to the complainant that he continued to be billed for services
because Hawaiian Telcom was not made aware that he was experiencing trouble with
his service or wanted to disconnect his service. As a result, the final balance includes
charges for unpaid services from May 18, 2015, through August 10, 2015, and an
unreturned internet modem
I advised
the complainant that I would be able to credit the account for the unreturned
internet modem once it is returned and provided him with the option to drop it
off at the Honolulu or Pearl City location or to mail it back at Hawaiian
Telcom’s expense. The complainant
decided to drop it off at the Pearl City location, which is located at *** *** *** *** ** *** *** *** ***
With
regard to the charges for services, I let the complainant know that I would
review Company records to determine what credits are warranted
The
complainant requested that this matter be resolved immediately without further
investigation. I explained that I was
unable to resolve this without an investigation since records indicate that
charges are valid for services the Company continued to provide
After reviewing
Company records, I was not able to justify credits since records I have access
to did not reflect an outage affecting the complainant’s facilities in March or
April
I spoke to
the complainant again and advised him that I would need more time. The complainant did not think it was appropriate
for me to take additional time and asked that I close the case today. I explained that closing the case today would
mean that I am unable to justify providing credits since there is no record of
his request to disconnect service or report trouble. The other option would be to provide me with
the time to find the supporting evidence that could justify the credits. The complainant opted to provide me with
additional time to continue my investigation. I agreed to resolve this complaint as soon as possible
Spoke with complainant at 8:a.mon June 28, 2017, and asked for the HT account or
telephone number in order to begin my investigation. The complainant confirmed that their services
were still not working and provided additional information. I apologized and let him know that I
will be
working to expedite the repair. I
confirmed that our cable technician will begin isolating and repairing the
complainant’s service on June 29, 2017, and I provided the complainant’s
feedback to the technician’s manager regarding the lack of communication on
June 26, 2017, to ensure that our technician understands the importance of keeping our customers informed. The complainant was driving
so I was unable to provide my contact information. I sent an email to the complainant’s email
address to provide our phone number, 643-3377, and email address, [email protected]. Our office hours are Monday through Friday,
8:a.mto 4:p.mand he can leave voice messages or send emails hours
a day
I
spoke with the complainant on January 20, 2016.
I apologized for the frustration he experienced, while working with Hawaiian
Telcom (“HT” or “Company”) to have his phone and High Speed Internet services
repaired
Company
records reflect that technicians were dispatched to the
complainant’s premises on
January 8, 2016. The complainant advised
me that services were working a lot better thereafter. The complainant confirmed that HT technicians
replaced his internet modem and also repaired damaged inside wiring
I
advised him that time-out-of-service credits for the period services were not
working, will be reflected within one to two bill cycles. Also, the Company will issue a $Service
Performance Guarantee credit for missing our commitment to repair the complainant’s
services by December 28,
Regarding
the complainant’s question about early termination charges should he decide to
cancel HT services, he confirmed authorizing a three-year term agreement for
*** *** Plus services, which began effectively on November 11, 2014. I advised that a Termination Liability
Agreement (“TLA”) would be incurred, in accordance with tariffs filed with the State
of Hawaii Public Utilities Commission. The
amount of the TLA charge is calculated as 25% of the Monthly Recurring Charges for
the remainder of the term
I
provided the complainant with my contact information, should he have any other
concerns in the future
Complaint: ***
I am rejecting this response because:
I was told by Dana to return the modem on my part in which I did today 4/8/16And I told Dana W*** to meet me half way , I was shock to my surprise that the cashier said I had a bill charging me for the services I wasn't receiving and was interrupted, I'm not waiting any l***er so if she keeps her end and clear my account and the bad credit report to ruin my good standing with my fico score due to the fact the modem was returned To let you know I mentioned to Dana during the time my service was disrupted , I seen on the news there was a power outage or faulty line down in Waipahu Near my home which took many weeks to correctly fix, with that said and done she insist she needs more timeI am not getting no where with her and she is not working with meI would like to send this case to the president of Hawaiian Tel I have a news clipping dated 3/in the star advertiser , about a lot of customers about poor Customer service and disrupted and call back timesIt's a shame it's still happening a year after my incident Also I can forward to someone's email.is there an email I can forward this clippingI think the Revdex.com should contact the Randy Iwase president of Puc to show the negligence of customer service and the deception of charging customer for service that already disrupted services and disconnected
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:I am still trying to get in touch with customer serviceI called the number they gave me and it's a voice recorded messageThanksSent from my ***Sincerely,
*** ***
Revdex.com,I emailed the complainant on 6/4/16, to request that she provide her Hawaiian Telcom account number, so that we may investigate her billing concerns.Sincerely,Nathan G***Specialist - Customer Relations
CID: ***Problem: Part of my issue was somewhat resolvedNow I have an issue with the install date that was providedSince my original issue was brought up so late, and took a while to resolve, the install date they provided is a long time from nowI feel this is unacceptable they should be willing to serve the customers who are having issues first.Desired Outcome: I would like a technician to come immediately to complete the installI have done everything required on my endI have equipment already as my condo building provides the equipment, and is pre wiredI was told a technician just needs to "scan" the equipment into my accountShould not take more then 5-minutesWhy can't someone be made available immediately, especially with the proximity of my condo to the main office
I called Mr*** today to apologize for his inconvenience and not following throughHawaiian Telcom records indicate that the last repair ticket # *** that was created on February 28, and was closed on March 3, as repaired to the terminal and possible trouble inside the
homeMr*** ported out his service to another service provider effective March 14, I will issue credits for his telephone services under Hawaiian Telcom from February 28, 2016 to March 14, because he has been without telephone service
In review of the complainant’s additional information, Hawaiian Telcom has issued a time out of service credit totaling $46.56, for the period from 11/26/to 12/14/16. This credit will be reflected on the complainant’s invoice dated 1/4/ Mahalo, Nathan G***
I apologize for any inconvenienceOn August 23, 2016, at 3:p.m., I left a voice message to explain to the complainant that he should receive the refund check for $by Friday, September 2, 2016. If the complainant has any questions, please have him call me at ***, Monday through Friday, 8:a.mto 4:p.m
Aloha! Spoke to the complainant and he advised that his wife coordinated an appointment for a technician to arrive on December 9th and December 12th. I will be following up with him on December 8th to let him know what time our technician will arrive on December 9th.
Please let me know if you have further questions. Dana W*** *** Customer Relations
Spoke to the complainant at 11:09AM on 8/9/to introduce myself, provide my contact information and let him know that I will be handling the investigation. I explained that I understood his perspective, but would be reviewing product offerings at the time he subscribed
and find the best way to resolve his complaintMahalo, Dana W*** *** Hawai*** Telcom Customer Relations
Complaint: ***
I am rejecting this response because: Sounds good, but I need to see the next statement to make sure it's actually been done, since previous verbal assurances have yielded nothing
Sincerely,
*** ***
I spoke to the complainant on January 21, I apologized for any frustration Hawaiian Telcom (“HT” or “Company”) may have created while we worked to resolve her service issues I confirmed that HT records reflect that a technician will be dispatched to her premise on January 23, She inquired if a Company technician could be expedited for the morning of January 22, But if not, she would like our technician on January 23, to arrive during the morning I advised I would work with our repair department regarding these requests and follow up with her once I get more information I provided the complainant with my contact information, should she have any other concerns in the future
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] They did contact me however, they are going to get back to me as far as an estimated time of when they think they will fix the phone line.The complaint is still open however, they are in touch with me so I am satisfied that they contacted me - still waiting for resolution Sincerely, [redacted]
I called the complainant at 10:52AM HST and left a voice message asking that he call me at 808-643-3377, Monday through Friday, 8:a.mto 4:p.m I will advise the complainant that his request to install service in his name is on hold until outstanding balances for his son, who had service at the same address and at a different address, are paid in full
I called the complainant at 3:21PM on December 13, 2016, and left a voice message asking that he call me back at 643-3377, Monday through Friday, between 8:a.mand 4:p.m According to our records, a technician will be dispatched on December 14, 2016, to the complainant's home in response to his report that he was having trouble with his internet We will have a better understanding of the complainant's service complaint, once our technician determines the root cause of the problem.With regard to his concerns about the IP Address changing, Hawaiian Telcom's Residential Internet Service customers are assigned dynamic IP addresses, which can automatically change to any IP Address in a pool of Dynamic IP Addresses at any time Dynamic IPs are standard for internet services As for the complainant's question about his privacy being compromised, it is our understanding that his privacy should not be compromised Hawaiian Telcom's Business Internet Service provides an option for a Static IP Address, which does not change.Mahalo, Dana W***
Revdex.com, I spoke with the complainant on October 11, 2016, to confirm Hawaiian Telcom was in receipt of his Revdex.com complaint I called the complainant on his cellular phone and advised I am working with the residential billing office to restore phone and internet services, which should be completed within hours He explained that his cellular phone reception is not good He understands that I will call him on his landline on October 12, to further review his billing concerns Sincerely, Nathan G [redacted] Specialist-Customer Relations
An email response was sent to the complainant on October 4, 2015, to apologize for their recent experience with Hawaiian Telcom Services and in trying to reach a company representative Hawaiian Telcom Records indicate that the complainant's telephone service was restored on October 2, I reviewed their September 16, 2015, invoice, and provided a breakdown, which detailed billing for the Go Local Plus bundle, which is $less a 2-year promotional discount of $per month, plus $worth of taxes, fees, and applicable surcharges I provided the following URL, http://www.hawaiiantel.com/Support/TVSupport/Article/tabid/1329/itemId/2750/Tax-...⇄ which provides additional information about the taxes, fees, and applicable surcharges that apply to their services If the complainant has any questions or needs further assistance, I asked that they contact me Dana W***, [redacted] , [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I greatly appreciate MsW***'s call, which was coincidental to my wife (cc'd at [redacted] ) calling HawaiianTel's sales department HawaiianTel, restored our service and offered to pro-rate us for the inconvenience of the reduced service in late November and early December Both my wife and I would also like to commend our installation technician, "Mo," for his thoroughness and professionalism Mo verified each of our promised services worked on all of our computers and TVs Still, my wife and I would like to suggest to the company the following ideas We hope that they will better align the company's response time with the obvious professionalism of its employees: Please follow up with promised response times As mentioned, neither the initial technician's visit nor subsequent calls or e-mails never received follow-ups Please call if your technician runs behind Mo was wonderful; we understand the nature of the job may make response time variable Notifying us in advance he was running behind would have helped us manage our own daily routine Please ensure your technicians have the support they need to finish their job It was hrs after Mo left before we had the upgrade from “standard” (~MBs) to “high speed” (50-MBs) internet It was another hrs before we had our phone line restored, and this, again, required a phone call from my wife to HawaiianTel Finally, we would like to mention that had my wife not called sales and bundled it with a new TV service, we are not confident we would have seen a technician as soon as we did In short, while we are satisfied with the resolution, we do not feel it should take a call to the sales staff, let alone a note to the Revdex.com, to get technical service, and we think that the company could benefit by providing its field technicians with the technical support they need to complete their job We think that addressing these procedural issues would provide customer service as helpful as everyone to whom we talked tried to be Sincerely, [redacted]
Aloha!
Customer
Relations acknowledges that the complainant called our office on April 7, 2016,
three timesThe first call was at 8:a.mand the complainant asked me to
return his callThe second call came in at 8:a.mand the complainant did
not leave a voice messageThe third call was at 8:a.mand the complainant
asked me to return his call as soon as possible
After
returning from a meeting, I called and spoke to the complainant at 10:a.m
The complainant shared that he tried to report phone trouble in April 2015, but
had a difficult time reaching the Hawaiian Telcom (“HT” or “Company”) due to
l*** hold timesHe said he left a message asking for someone to return his
call and stated that he wanted services disconnected if nobody was going to
call him back within a day or twoHe said that he never heard back from anyone
and services didn't work well after that, but he still paid for services
through April After that, he said he stopped using his HT services. The complainant disputes the charges and
asked how HT could continue to bill him
I
explained to the complainant that he continued to be billed for services
because Hawaiian Telcom was not made aware that he was experiencing trouble with
his service or wanted to disconnect his service. As a result, the final balance includes
charges for unpaid services from May 18, 2015, through August 10, 2015, and an
unreturned internet modem
I advised
the complainant that I would be able to credit the account for the unreturned
internet modem once it is returned and provided him with the option to drop it
off at the Honolulu or Pearl City location or to mail it back at Hawaiian
Telcom’s expense. The complainant
decided to drop it off at the Pearl City location, which is located at *** *** *** *** ** *** *** *** ***
With
regard to the charges for services, I let the complainant know that I would
review Company records to determine what credits are warranted
The
complainant requested that this matter be resolved immediately without further
investigation. I explained that I was
unable to resolve this without an investigation since records indicate that
charges are valid for services the Company continued to provide
After reviewing
Company records, I was not able to justify credits since records I have access
to did not reflect an outage affecting the complainant’s facilities in March or
April
I spoke to
the complainant again and advised him that I would need more time. The complainant did not think it was appropriate
for me to take additional time and asked that I close the case today. I explained that closing the case today would
mean that I am unable to justify providing credits since there is no record of
his request to disconnect service or report trouble. The other option would be to provide me with
the time to find the supporting evidence that could justify the credits. The complainant opted to provide me with
additional time to continue my investigation. I agreed to resolve this complaint as soon as possible
Spoke with complainant at 8:a.mon June 28, 2017, and asked for the HT account or
telephone number in order to begin my investigation. The complainant confirmed that their services
were still not working and provided additional information. I apologized and let him know that I
will be
working to expedite the repair. I
confirmed that our cable technician will begin isolating and repairing the
complainant’s service on June 29, 2017, and I provided the complainant’s
feedback to the technician’s manager regarding the lack of communication on
June 26, 2017, to ensure that our technician understands the importance of keeping our customers informed. The complainant was driving
so I was unable to provide my contact information. I sent an email to the complainant’s email
address to provide our phone number, 643-3377, and email address, [email protected]. Our office hours are Monday through Friday,
8:a.mto 4:p.mand he can leave voice messages or send emails hours
a day
I
spoke with the complainant on January 20, 2016.
I apologized for the frustration he experienced, while working with Hawaiian
Telcom (“HT” or “Company”) to have his phone and High Speed Internet services
repaired
Company
records reflect that technicians were dispatched to the
complainant’s premises on
January 8, 2016. The complainant advised
me that services were working a lot better thereafter. The complainant confirmed that HT technicians
replaced his internet modem and also repaired damaged inside wiring
I
advised him that time-out-of-service credits for the period services were not
working, will be reflected within one to two bill cycles. Also, the Company will issue a $Service
Performance Guarantee credit for missing our commitment to repair the complainant’s
services by December 28,
Regarding
the complainant’s question about early termination charges should he decide to
cancel HT services, he confirmed authorizing a three-year term agreement for
*** *** Plus services, which began effectively on November 11, 2014. I advised that a Termination Liability
Agreement (“TLA”) would be incurred, in accordance with tariffs filed with the State
of Hawaii Public Utilities Commission. The
amount of the TLA charge is calculated as 25% of the Monthly Recurring Charges for
the remainder of the term
I
provided the complainant with my contact information, should he have any other
concerns in the future
Complaint: ***
I am rejecting this response because:
I was told by Dana to return the modem on my part in which I did today 4/8/16And I told Dana W*** to meet me half way , I was shock to my surprise that the cashier said I had a bill charging me for the services I wasn't receiving and was interrupted, I'm not waiting any l***er so if she keeps her end and clear my account and the bad credit report to ruin my good standing with my fico score due to the fact the modem was returned To let you know I mentioned to Dana during the time my service was disrupted , I seen on the news there was a power outage or faulty line down in Waipahu Near my home which took many weeks to correctly fix, with that said and done she insist she needs more timeI am not getting no where with her and she is not working with meI would like to send this case to the president of Hawaiian Tel I have a news clipping dated 3/in the star advertiser , about a lot of customers about poor Customer service and disrupted and call back timesIt's a shame it's still happening a year after my incident Also I can forward to someone's email.is there an email I can forward this clippingI think the Revdex.com should contact the Randy Iwase president of Puc to show the negligence of customer service and the deception of charging customer for service that already disrupted services and disconnected
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:I am still trying to get in touch with customer serviceI called the number they gave me and it's a voice recorded messageThanksSent from my ***Sincerely,
*** ***
Revdex.com,I emailed the complainant on 6/4/16, to request that she provide her Hawaiian Telcom account number, so that we may investigate her billing concerns.Sincerely,Nathan G***Specialist - Customer Relations
CID: ***Problem: Part of my issue was somewhat resolvedNow I have an issue with the install date that was providedSince my original issue was brought up so late, and took a while to resolve, the install date they provided is a long time from nowI feel this is unacceptable they should be willing to serve the customers who are having issues first.Desired Outcome: I would like a technician to come immediately to complete the installI have done everything required on my endI have equipment already as my condo building provides the equipment, and is pre wiredI was told a technician just needs to "scan" the equipment into my accountShould not take more then 5-minutesWhy can't someone be made available immediately, especially with the proximity of my condo to the main office
I called Mr*** today to apologize for his inconvenience and not following throughHawaiian Telcom records indicate that the last repair ticket # *** that was created on February 28, and was closed on March 3, as repaired to the terminal and possible trouble inside the
homeMr*** ported out his service to another service provider effective March 14, I will issue credits for his telephone services under Hawaiian Telcom from February 28, 2016 to March 14, because he has been without telephone service
In review of the complainant’s additional information, Hawaiian Telcom has issued a time out of service credit totaling $46.56, for the period from 11/26/to 12/14/16. This credit will be reflected on the complainant’s invoice dated 1/4/ Mahalo, Nathan G***
I apologize for any inconvenienceOn August 23, 2016, at 3:p.m., I left a voice message to explain to the complainant that he should receive the refund check for $by Friday, September 2, 2016. If the complainant has any questions, please have him call me at ***, Monday through Friday, 8:a.mto 4:p.m
Aloha! Spoke to the complainant and he advised that his wife coordinated an appointment for a technician to arrive on December 9th and December 12th. I will be following up with him on December 8th to let him know what time our technician will arrive on December 9th.
Please let me know if you have further questions. Dana W*** *** Customer Relations
Spoke to the complainant at 11:09AM on 8/9/to introduce myself, provide my contact information and let him know that I will be handling the investigation. I explained that I understood his perspective, but would be reviewing product offerings at the time he subscribed
and find the best way to resolve his complaintMahalo, Dana W*** *** Hawai*** Telcom Customer Relations
Complaint: ***
I am rejecting this response because: Sounds good, but I need to see the next statement to make sure it's actually been done, since previous verbal assurances have yielded nothing
Sincerely,
*** ***