On April 5, 2016, I spoke with the complainant’s friend
regarding Hawaiian Telcom’s (“Company” or “HT”) High Speed Internet (“HSI”)
serviceIt was confirmed that the friend was authorized on the accountHe
advised me that he was already aware of the complainant’s Revdex.com complaint.Company records
reflect that the complainant reported internet trouble and initiated a
trouble ticket on April 5, . An HT
station technician was originally scheduled to be dispatched to the premise on April
19, 2016, but we were able to expedite the repair visit to April 8,
I followed up with the complainant's friend on April 13, 2016, and he
confirmed that their HSI connectivity had improved. We reviewed that our Company technician
changed a module at the Network Interface Device box located outside the home, as
well as changed the inside wiring and phone jack. The Company also confirmed that there was no
corrosion on HT’s network facilities.I advised the friend that automated time-out-of-service
credits take one to two bill cycles to be processed. He understands I will follto make sure
these credits are reflected on their account.
If there are any further concerns, the complainant my reach me at
643-3377, Monday through Friday, between 8:a.mand 4:p.m.Sincerely, Nathan G***Customer Relations Specialist
Revdex.com,I have left the complainant messages to call me back to review his billiing concerns. He may reach me at ***, Monday - Friday, between 8:a.mand 4:p.m.Sincerely,Nathan G***Specialist, Customer Relations
I spoke with the complainant on 6/7/17, and followed up with him via an email sent on 6/13/17. I provided him with a record of his Hawaiian Telcom (“HT” or “Company”) invoices from March through May, as well as a record of his Citi Gold Card credit card statement he previously provided
to the Company’s residential billing office I advised the complainant that his credit card statement reflects a transaction of $for “Hawaiian Telcom” on 3/21/As he disputed this transaction with his credit card company, the payment was reversed, and a credit adjustment in the amount of $was detailed as “CITIBANK Conditional Credit for Dispute” on his credit card statement I explained to the complainant that his 4/1/HT invoice reflects the $payment; and his 5/1/HT invoice reflects that the payment was reversed as a result of his filing a dispute with his credit card company Our Accounts Receivables department reviewed the complainant’s HT invoices and his Citi Gold Card credit card statement, and was able to confirm that HT did not initiate the second $transaction on 3/20/that was noted as “Reverse Hawaiian Telcom” on his credit card statement, nor did HT receive a second payment in this amount from his credit card company to post to his account As such, it is the Company’s position that the complainant’s HT account has a zero balance after the $refund check was processed, and HT will not be able to provide the complainant with the refund check he is requesting. I advised the complainant to review the “Reverse Hawaiian Telcom” $transaction on 3/20/17, with his credit card company as needed. If his credit card company has any questions, they can contact me directly at (808) 643-3377, or at [email protected] Sincerely, Nathan G*** Customer Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
The company didn't provide documentation that the area was clear on 12/18/or 2/16/However, if the area wasn't sufficiently clear (in fact was more clear on 12/18/15), the first tech would not have handed off the job to the 2nd group of technicians which the company confirmsAt no *** did the company deny two sets of technicians were sent out on 12/18/If the first set of technicians thought the job could not be completed why did the hand-off occur for the 2nd set of technicians to complete the job? Their records (***sheets) should show the first technicians charging to my job and if the questioned the 2/15/technicians, they should also be able to confirm with the 2/15/technicians that in showing them the location of the service, I repeated what the first technicians on 12/18/stated which the 2/15/technicians confirmed was their plan (to drill through the wall to bring fiber optic to adjacent service area) and reflective of the actual installation
After letting the complainant know on August 9, 2016, that I would be handling the investigation and working to find the best resolution, I contacted the complainant on August 15, 2016, to offer a credit of the difference between the billed rate and the rate for internet service, $11.00, for the month period, which is approximately $374.00. The complainant accepted the offer and Hawaiian Telcom will apply a credit to his account and send a refund check for the credit balance. If the complainant has any questions, he may contact Dana W*** at ***, Monday through Friday, 8:a.mto 4:p.m
Please, see the attached file where Citi solved the dispute in my favorAs I indicated several times, Hawaiian Telcom had chosen to ignore what was obviousI hope this case is posted on the internet and your rating reflects such a bad disposition to deal with their obvious own incompetence. At this point any apologies from their part would be just trying to save faceI know they are completely insincere.Kind regards,*** *** ***
A voice message was left on the complainant's contact number asking that she call Hawaiian Telcom's Corporate Security Team at ***, Monday through Friday, between 8:a.mand 4:p.m. Complainant has not called back. I have been advised that due to fraudulent activity, Hawaiian
Telcom established a temporary toll block to certain countries, including Western Samoa. This was a necessary precaution to protect its network. After further investigation, it has been determined that the toll block for calls to Western Samoa is not necessary. The toll block will be removed and the complainant will be able to make calls to Western Samoa effective January 9, 2016. The complainant may call 643-6111, available hours a day and days a week, or *** and ***, Monday through Friday from 8:a.mto 4:p.m., if she has any questions or needs further assistance. I will send the complainant an email notifying her of this outcome. Mahalo, Dana W*** Customer Relations, ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID
***, and find that this resolution is satisfactory to me
I greatly appreciate MsW***'s
call, which was coincidental to my wife (cc'd at ***)
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,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Without the Revdex.com's assistance, I would not have gotten a speedy resolution. Thank you
Sincerely,
*** *
Called the Daytime Phone number, ***, on December 30, at 1:48PM and reached ringing, no answer. Sent an email to acknowledge receipt of this complaint and advised the complainant that I am working with appropriate departments to improve their repair commitment. If the
complainant has any questions, please have them call or respond to the email.Mahalo, Dana Wong - Customer Relations Specialist, ***, Monday through Friday, 8:a.mto 4:p.m
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
Complaint: ***
I am rejecting this response because: I have provided my account
details so that they may be made aware of the fraudulent charge to my account, but I have not yet been contacted my them about any resolution and the fraudulent charge is still on my account
Sincerely,
*** ***
This morning, I called and left a voice message for the complainant confirming that a refund check for $was mailed to the customer for the overpayment. I made a second call and left a second voice message after confirming that the refund check was cashed on May 23, 2017. I
provided my contact number, 643-3377, and asked the complainant to call to confirm that the refund check was received and cashed by him. We apologize for the complainant's experience and hope this resolves his complaint. Mahalo, Dana Wong
I spoke with Ms*** on 10/8/to apologize for any frustration that
may have occurred and to review her service concerns.
Hawaiian Telcom (“HT” or “Company”) records reflect that Ms***
had initiated an order on September 24, to install HTTV service to her
existing
Stand Alone High Speed Internet (“SAHSI”) service. HTTV
service works via our high speed internet service. Ms*** was advised that a technician would be
scheduled to complete this upgrade order on October 1,
On September 29, 2015, Company records show that Ms*** contacted
our Customer Care Center (“CCC”) to report that her SAHSI service was not
workingShe was provided with an October 13, repair due date
I apologized to Ms*** that the CCC representative may not have clearly
communicated that the technician that would be installing HTTV service on
October 1, 2015, had to make sure the internet connection was working in order
for HTTV service to work. Ms*** confirmed
that bothr her internet and HTTV services were working as of October 1,
I also explained that in August 2015, HT has been working to
resolve an unusually high number of
trouble tickets due to the heavy rains that occurred at the time, which caused
flash flooding and road closures throughout the state. While we have and continue to work hard to
restore service to many customers, as we restored service, more trouble was being
reported because the heavy rains continued. This resulted in extended
repair due dates for customers experiencing service issues
I advised Ms*** that the Company
will issue credits within one or two bill cycles, for the period that SAHSI service
was not working. I provided her with my
contact information, should she have any other concerns in the future
Complaint: ***
I am rejecting this response because: The case is not resolved. I have not been refunded and they have admitted no fault of their own. Hawai*** Telcom should do an investigation while the claim is open and then provide me with a response, not try and close out the case before it is resolved to cover themselves.
Sincerely,
*** ***
I spoke to the complainant on November 15, 2016, to introduce myself, provide him with my contact information and let him know I will be handling this investigation. After reviewing his complaint with the appropriate department, I contacted the complainant to let him know that our
representatives will be coached to ensure they undersetand the customer's needs and provide options for them to choose from when a customer decides not to renew their discounted contract rate. I coordinated a callback from a representative to the complainant at his requested time, which is after 3:p.mtoday, November 21, 2016, to discuss his service options
I left the complainant a phone message on 8/17/17 that I was following up on their Revdex.com complaint, and to please call me at 643-3377, Monday - Friday, between 8:a.m and 4:p.m
I called the contact number provided on the complaint and reached a disconnect message. I sent an email to the email address provided on the complaint requesting a contact number. Upon receipt, I will call the complainant and do my best to fairly resolve this
complaint. Mahalo, Dana W*** *** Customer Relations
On April 5, 2016, I spoke with the complainant’s friend
regarding Hawaiian Telcom’s (“Company” or “HT”) High Speed Internet (“HSI”)
serviceIt was confirmed that the friend was authorized on the accountHe
advised me that he was already aware of the complainant’s Revdex.com complaint.Company records
reflect that the complainant reported internet trouble and initiated a
trouble ticket on April 5, . An HT
station technician was originally scheduled to be dispatched to the premise on April
19, 2016, but we were able to expedite the repair visit to April 8,
I followed up with the complainant's friend on April 13, 2016, and he
confirmed that their HSI connectivity had improved. We reviewed that our Company technician
changed a module at the Network Interface Device box located outside the home, as
well as changed the inside wiring and phone jack. The Company also confirmed that there was no
corrosion on HT’s network facilities.I advised the friend that automated time-out-of-service
credits take one to two bill cycles to be processed. He understands I will follto make sure
these credits are reflected on their account.
If there are any further concerns, the complainant my reach me at
643-3377, Monday through Friday, between 8:a.mand 4:p.m.Sincerely, Nathan G***Customer Relations Specialist
Revdex.com,I have left the complainant messages to call me back to review his billiing concerns. He may reach me at ***, Monday - Friday, between 8:a.mand 4:p.m.Sincerely,Nathan G***Specialist, Customer Relations
I spoke with the complainant on 6/7/17, and followed up with him via an email sent on 6/13/17. I provided him with a record of his Hawaiian Telcom (“HT” or “Company”) invoices from March through May, as well as a record of his Citi Gold Card credit card statement he previously provided
to the Company’s residential billing office I advised the complainant that his credit card statement reflects a transaction of $for “Hawaiian Telcom” on 3/21/As he disputed this transaction with his credit card company, the payment was reversed, and a credit adjustment in the amount of $was detailed as “CITIBANK Conditional Credit for Dispute” on his credit card statement I explained to the complainant that his 4/1/HT invoice reflects the $payment; and his 5/1/HT invoice reflects that the payment was reversed as a result of his filing a dispute with his credit card company Our Accounts Receivables department reviewed the complainant’s HT invoices and his Citi Gold Card credit card statement, and was able to confirm that HT did not initiate the second $transaction on 3/20/that was noted as “Reverse Hawaiian Telcom” on his credit card statement, nor did HT receive a second payment in this amount from his credit card company to post to his account As such, it is the Company’s position that the complainant’s HT account has a zero balance after the $refund check was processed, and HT will not be able to provide the complainant with the refund check he is requesting. I advised the complainant to review the “Reverse Hawaiian Telcom” $transaction on 3/20/17, with his credit card company as needed. If his credit card company has any questions, they can contact me directly at (808) 643-3377, or at [email protected] Sincerely, Nathan G*** Customer Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
The company didn't provide documentation that the area was clear on 12/18/or 2/16/However, if the area wasn't sufficiently clear (in fact was more clear on 12/18/15), the first tech would not have handed off the job to the 2nd group of technicians which the company confirmsAt no *** did the company deny two sets of technicians were sent out on 12/18/If the first set of technicians thought the job could not be completed why did the hand-off occur for the 2nd set of technicians to complete the job? Their records (***sheets) should show the first technicians charging to my job and if the questioned the 2/15/technicians, they should also be able to confirm with the 2/15/technicians that in showing them the location of the service, I repeated what the first technicians on 12/18/stated which the 2/15/technicians confirmed was their plan (to drill through the wall to bring fiber optic to adjacent service area) and reflective of the actual installation
After letting the complainant know on August 9, 2016, that I would be handling the investigation and working to find the best resolution, I contacted the complainant on August 15, 2016, to offer a credit of the difference between the billed rate and the rate for internet service, $11.00, for the month period, which is approximately $374.00. The complainant accepted the offer and Hawaiian Telcom will apply a credit to his account and send a refund check for the credit balance. If the complainant has any questions, he may contact Dana W*** at ***, Monday through Friday, 8:a.mto 4:p.m
Please, see the attached file where Citi solved the dispute in my favorAs I indicated several times, Hawaiian Telcom had chosen to ignore what was obviousI hope this case is posted on the internet and your rating reflects such a bad disposition to deal with their obvious own incompetence. At this point any apologies from their part would be just trying to save faceI know they are completely insincere.Kind regards,*** *** ***
A voice message was left on the complainant's contact number asking that she call Hawaiian Telcom's Corporate Security Team at ***, Monday through Friday, between 8:a.mand 4:p.m. Complainant has not called back. I have been advised that due to fraudulent activity, Hawaiian
Telcom established a temporary toll block to certain countries, including Western Samoa. This was a necessary precaution to protect its network. After further investigation, it has been determined that the toll block for calls to Western Samoa is not necessary. The toll block will be removed and the complainant will be able to make calls to Western Samoa effective January 9, 2016. The complainant may call 643-6111, available hours a day and days a week, or *** and ***, Monday through Friday from 8:a.mto 4:p.m., if she has any questions or needs further assistance. I will send the complainant an email notifying her of this outcome. Mahalo, Dana W*** Customer Relations, ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID
***, and find that this resolution is satisfactory to me
I greatly appreciate MsW***'s
call, which was coincidental to my wife (cc'd at ***)
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,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Without the Revdex.com's assistance, I would not have gotten a speedy resolution. Thank you
Sincerely,
*** *
Called the Daytime Phone number, ***, on December 30, at 1:48PM and reached ringing, no answer. Sent an email to acknowledge receipt of this complaint and advised the complainant that I am working with appropriate departments to improve their repair commitment. If the
complainant has any questions, please have them call or respond to the email.Mahalo, Dana Wong - Customer Relations Specialist, ***, Monday through Friday, 8:a.mto 4:p.m
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
Complaint: ***
I am rejecting this response because: I have provided my account
details so that they may be made aware of the fraudulent charge to my account, but I have not yet been contacted my them about any resolution and the fraudulent charge is still on my account
Sincerely,
*** ***
This morning, I called and left a voice message for the complainant confirming that a refund check for $was mailed to the customer for the overpayment. I made a second call and left a second voice message after confirming that the refund check was cashed on May 23, 2017. I
provided my contact number, 643-3377, and asked the complainant to call to confirm that the refund check was received and cashed by him. We apologize for the complainant's experience and hope this resolves his complaint. Mahalo, Dana Wong
I spoke with Ms*** on 10/8/to apologize for any frustration that
may have occurred and to review her service concerns.
Hawaiian Telcom (“HT” or “Company”) records reflect that Ms***
had initiated an order on September 24, to install HTTV service to her
existing
Stand Alone High Speed Internet (“SAHSI”) service. HTTV
service works via our high speed internet service. Ms*** was advised that a technician would be
scheduled to complete this upgrade order on October 1,
On September 29, 2015, Company records show that Ms*** contacted
our Customer Care Center (“CCC”) to report that her SAHSI service was not
workingShe was provided with an October 13, repair due date
I apologized to Ms*** that the CCC representative may not have clearly
communicated that the technician that would be installing HTTV service on
October 1, 2015, had to make sure the internet connection was working in order
for HTTV service to work. Ms*** confirmed
that bothr her internet and HTTV services were working as of October 1,
I also explained that in August 2015, HT has been working to
resolve an unusually high number of
trouble tickets due to the heavy rains that occurred at the time, which caused
flash flooding and road closures throughout the state. While we have and continue to work hard to
restore service to many customers, as we restored service, more trouble was being
reported because the heavy rains continued. This resulted in extended
repair due dates for customers experiencing service issues
I advised Ms*** that the Company
will issue credits within one or two bill cycles, for the period that SAHSI service
was not working. I provided her with my
contact information, should she have any other concerns in the future
Complaint: ***
I am rejecting this response because: The case is not resolved. I have not been refunded and they have admitted no fault of their own. Hawai*** Telcom should do an investigation while the claim is open and then provide me with a response, not try and close out the case before it is resolved to cover themselves.
Sincerely,
*** ***
I spoke to the complainant on November 15, 2016, to introduce myself, provide him with my contact information and let him know I will be handling this investigation. After reviewing his complaint with the appropriate department, I contacted the complainant to let him know that our
representatives will be coached to ensure they undersetand the customer's needs and provide options for them to choose from when a customer decides not to renew their discounted contract rate. I coordinated a callback from a representative to the complainant at his requested time, which is after 3:p.mtoday, November 21, 2016, to discuss his service options
I left the complainant a phone message on 8/17/17 that I was following up on their Revdex.com complaint, and to please call me at 643-3377, Monday - Friday, between 8:a.m and 4:p.m
I called the contact number provided on the complaint and reached a disconnect message. I sent an email to the email address provided on the complaint requesting a contact number. Upon receipt, I will call the complainant and do my best to fairly resolve this
complaint. Mahalo, Dana W*** *** Customer Relations