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.
Sincerely,
[redacted]
Aloha! An email was sent to the email address the complainant provided in his complaint summarizing Hawaiian Telcom's actions as it pertains to this complaint. I asked the complainant to call or email me to discuss how his complaing can be resolved. Mahalo, Dana W[redacted]...
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, 2015. I reviewed their
September 16, 2015, invoice, and provided a breakdown, which detailed billing for the Go Local
Plus bundle, which is $28.95 less a 2-year promotional discount of $6.00 per
month, plus $12.33 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].
Complaint: [redacted]
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[redacted] 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,
[redacted]
Aloha! I spoke to the complainant on December 14, 2015, at 4:58PM. I apologized for her experience and let her know that I will work with the Residential Customer Service Office to help her understand her rates and promotions and other possible options that will meet her needs. I have a...
commitment to follow up with the complainant on December 15, 2015. Mahalo, Dana W[redacted]
I called Mr. [redacted] today to apologize for his inconvenience and not following through. Hawaiian Telcom records indicate that the last repair ticket # [redacted] that was created on February 28, 2016 and was closed on March 3, 2016 as repaired to the terminal and possible trouble inside the...
home. Mr. [redacted] ported out his service to another service provider effective March 14, 2016. I will issue credits for his telephone services under Hawaiian Telcom from February 28, 2016 to March 14, 2016 because he has been without telephone service.
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.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I returned Dana's phone call. After missing each other on the phone a couple of times, I was able to speak to her on the phone.It's finally good to have one person assigned to help me get the installation done, the billing straightened out, and being able to log in to my account online.Here's the current status - Dana will contact the department responsible for solving whatever the problem is so the technician can install the cable/internet (it's frustrating because I work from home and rely on the internet); for the billing Dana is sending a check to me for the amount they charged me while I had no service; I received an email this morning to reset my login for the online account, so I will check that email to reset my account. Without being able to check my account, I couldn't retrieve my statements, so I couldn't tell if the amount they are refunding me is correct.Thank you for your help Revdex.com! I was trying to work this out with Hawaiian Telcom the past 2 months myself but couldn't get anywhere because the customer service reps I spoke with had to authority to deal with this. They said they would contact the appropriate people/departments but nothing ever got done.I understand they are fielding phone calls all day, so my call is one of hundreds they handle daily. But to be left on their "to do" list when they can see I haven't had service for 2 months is ridiculous! Unless there are other customers who are experiencing worse problems than me, I don't understand how they could let this continue for so long. That would mean there are a lot of unhappy customers and the company is doing a poor job overall.I hope Hawaiian Telcom can find a way to prioritize customer problems so that we don't have to resort to complaining to the Revdex.com and waste your time also.Thank you again for your help through all of this. Hopefully they can do whatever they need to do so that the cable/internet can be installed.
Sincerely,
[redacted]
The company didn't provide documentation that the area was clear on 12/18/15 or 2/16/15. 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 confirms. At no [redacted] did the company deny two sets of technicians were sent out on 12/18/15. 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 ([redacted]sheets) should show the first technicians charging to my job and if the questioned the 2/15/16 technicians, they should also be able to confirm with the 2/15/16 technicians that in showing them the location of the service, I repeated what the first technicians on 12/18/15 stated which the 2/15/16 technicians confirmed was their plan (to drill through the wall to bring fiber optic to adjacent service area) and reflective of the actual installation.
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 24 hours. He explained that his cellular phone reception is not good. He understands that I will call him on his landline on October 12, 2016 to further review his billing concerns. Sincerely, Nathan G[redacted] Specialist-Customer Relations
[redacted]
[redacted]
[redacted]
[redacted] [redacted],Thank you for your quick response and all your help to resolve my billing problem....
I will wait for the corrected bill before paying. Please have a happy holiday season.[redacted]
[redacted]
[redacted]
[redacted]
[redacted] Aloha [redacted],Thank you for contacting Hawaiian Telcom. This message is in response to your email dated November 12, 2016. We apologize for the delayed response, and for any inconvenience you may have incurred.We apologize for the billing error on your account and any inconvenience this may have caused. Unfortunately, your promotion was not applied correctly to your billing. We have issued the adjustments on your bill to correct your pricing. Your adjusted balance due is $79.28.Thank you for choosing Hawaiian Telcom. We appreciate your business.Mahalo,Hawaiian TelcomResidential Customer ServiceTelephone No. [redacted]Business Hours: 7:30am - 5:30pm-----Original Message-----Request details:Submission Date: 11/12/2016, 7:40 PMName: [redacted] KuwanaAccount Number: [redacted]Account Phone Number: [redacted]Preferred Method of Contact: EmailEmail: [redacted]Contact Phone Number: [redacted]Best Time To Call:Needs Help With: BillingNeeds Help With the following services: TV, Internet Request Details: Please explain my current billing charges, $216 for monthly bundle charges. Is this going to be my regular monthly bill? When I called to get a quote, my total bill quoted around $65-$70, not $300+.This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of this message by you is prohibited.--
I spoke to the complainant on January 21, 2016. 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,
2016. She inquired if a Company technician
could be expedited for the morning of January 22, 2016. But if not, she would like our technician on
January 23, 2016 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.
Complaint: [redacted]
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,
[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.
Sincerely,
[redacted]
Spoke with the complainant on March 14th to apologize for and better understand her experience. Explained that she was properly billed for the early termination fee since services were disconnected prior to the 3-year term expiration. Advised her that I would submit a request to credit all or...
a portion of the remaining balance on the account with details of her experience for consideration. On March 15th, I spoke with the complainant to let her know that credits totaling $272.46 had been approved and will be reflected on the invoice dated March 25, 2017. The complainant seemed thankful and satisfied with this resolution.
Please accept my apology on behalf of Hawaiian Telcom for the complainant's experience. I have confirmed that credit adjustments totaling $151.83, an amount equal to the vendor bill the complainant submitted, has been applied to the invoice dated October 7, 2017, for the account...
number ending in 1200010, and $101.41, for time out of service, has been applied to the invoice dated October 7, 2017, for the account number ending in 2000010 to resolve this complaint. Refund checks were prepared for the credited amounts. I spoke with the complainant on October 3, 2017, and will be sending the complainant a written response to fulfill the complainant's request.
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 8:00 a.m and 4:00 p.m.
Spoke to the complainant at 11:09AM on 8/9/16 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 complaint. Mahalo, Dana W[redacted] Hawai[redacted] Telcom Customer Relations
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 8:00 a.m. and 4:00 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[redacted]
Spoke to complainant on June 20, 2016, to let her know that I worked with our Field team and they advised that there is an obstruction in the conduit on their property that is preventing us from repairing their service. Coordinated for our Field manager to meet the complainant's husband on...
Friday, June 24, 2016, to provide guidance since it is the customer's responsibility to repair facilities on their property. I apologized to the complainant for their experience. I identified the opportunities and assured her that I would work with the appropriate departments to improve the processes for a better customer experience. Landline calls have been forwarded to the complainant's cell phone as of June 21, 2016. Complainant has my contact number if she has any questions or needs further assistance. Dana W[redacted] Customer Relations Specialist, Monday through Friday, 8:00 a.m. to 4:00 p.m.
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.
Sincerely,
[redacted]
Aloha! An email was sent to the email address the complainant provided in his complaint summarizing Hawaiian Telcom's actions as it pertains to this complaint. I asked the complainant to call or email me to discuss how his complaing can be resolved. Mahalo, Dana W[redacted]...
[redacted].
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, 2015. I reviewed their
September 16, 2015, invoice, and provided a breakdown, which detailed billing for the Go Local
Plus bundle, which is $28.95 less a 2-year promotional discount of $6.00 per
month, plus $12.33 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].
Complaint: [redacted]
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[redacted] 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,
[redacted]
Aloha! I spoke to the complainant on December 14, 2015, at 4:58PM. I apologized for her experience and let her know that I will work with the Residential Customer Service Office to help her understand her rates and promotions and other possible options that will meet her needs. I have a...
commitment to follow up with the complainant on December 15, 2015. Mahalo, Dana W[redacted]
I called Mr. [redacted] today to apologize for his inconvenience and not following through. Hawaiian Telcom records indicate that the last repair ticket # [redacted] that was created on February 28, 2016 and was closed on March 3, 2016 as repaired to the terminal and possible trouble inside the...
home. Mr. [redacted] ported out his service to another service provider effective March 14, 2016. I will issue credits for his telephone services under Hawaiian Telcom from February 28, 2016 to March 14, 2016 because he has been without telephone service.
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.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I returned Dana's phone call. After missing each other on the phone a couple of times, I was able to speak to her on the phone.It's finally good to have one person assigned to help me get the installation done, the billing straightened out, and being able to log in to my account online.Here's the current status - Dana will contact the department responsible for solving whatever the problem is so the technician can install the cable/internet (it's frustrating because I work from home and rely on the internet); for the billing Dana is sending a check to me for the amount they charged me while I had no service; I received an email this morning to reset my login for the online account, so I will check that email to reset my account. Without being able to check my account, I couldn't retrieve my statements, so I couldn't tell if the amount they are refunding me is correct.Thank you for your help Revdex.com! I was trying to work this out with Hawaiian Telcom the past 2 months myself but couldn't get anywhere because the customer service reps I spoke with had to authority to deal with this. They said they would contact the appropriate people/departments but nothing ever got done.I understand they are fielding phone calls all day, so my call is one of hundreds they handle daily. But to be left on their "to do" list when they can see I haven't had service for 2 months is ridiculous! Unless there are other customers who are experiencing worse problems than me, I don't understand how they could let this continue for so long. That would mean there are a lot of unhappy customers and the company is doing a poor job overall.I hope Hawaiian Telcom can find a way to prioritize customer problems so that we don't have to resort to complaining to the Revdex.com and waste your time also.Thank you again for your help through all of this. Hopefully they can do whatever they need to do so that the cable/internet can be installed.
Sincerely,
[redacted]
The company didn't provide documentation that the area was clear on 12/18/15 or 2/16/15. 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 confirms. At no [redacted] did the company deny two sets of technicians were sent out on 12/18/15. 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 ([redacted]sheets) should show the first technicians charging to my job and if the questioned the 2/15/16 technicians, they should also be able to confirm with the 2/15/16 technicians that in showing them the location of the service, I repeated what the first technicians on 12/18/15 stated which the 2/15/16 technicians confirmed was their plan (to drill through the wall to bring fiber optic to adjacent service area) and reflective of the actual installation.
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 24 hours. He explained that his cellular phone reception is not good. He understands that I will call him on his landline on October 12, 2016 to further review his billing concerns. Sincerely, Nathan G[redacted] Specialist-Customer Relations
[redacted]
[redacted]
[redacted]
[redacted] [redacted],Thank you for your quick response and all your help to resolve my billing problem....
I will wait for the corrected bill before paying. Please have a happy holiday season.[redacted]
[redacted]
[redacted]
[redacted]
[redacted] Aloha [redacted],Thank you for contacting Hawaiian Telcom. This message is in response to your email dated November 12, 2016. We apologize for the delayed response, and for any inconvenience you may have incurred.We apologize for the billing error on your account and any inconvenience this may have caused. Unfortunately, your promotion was not applied correctly to your billing. We have issued the adjustments on your bill to correct your pricing. Your adjusted balance due is $79.28.Thank you for choosing Hawaiian Telcom. We appreciate your business.Mahalo,Hawaiian TelcomResidential Customer ServiceTelephone No. [redacted]Business Hours: 7:30am - 5:30pm-----Original Message-----Request details:Submission Date: 11/12/2016, 7:40 PMName: [redacted] KuwanaAccount Number: [redacted]Account Phone Number: [redacted]Preferred Method of Contact: EmailEmail: [redacted]Contact Phone Number: [redacted]Best Time To Call:Needs Help With: BillingNeeds Help With the following services: TV, Internet Request Details: Please explain my current billing charges, $216 for monthly bundle charges. Is this going to be my regular monthly bill? When I called to get a quote, my total bill quoted around $65-$70, not $300+.This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of this message by you is prohibited.--
I spoke to the complainant on January 21, 2016. 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,
2016. She inquired if a Company technician
could be expedited for the morning of January 22, 2016. But if not, she would like our technician on
January 23, 2016 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.
Complaint: [redacted]
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,
[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.
Sincerely,
[redacted]
Spoke with the complainant on March 14th to apologize for and better understand her experience. Explained that she was properly billed for the early termination fee since services were disconnected prior to the 3-year term expiration. Advised her that I would submit a request to credit all or...
a portion of the remaining balance on the account with details of her experience for consideration. On March 15th, I spoke with the complainant to let her know that credits totaling $272.46 had been approved and will be reflected on the invoice dated March 25, 2017. The complainant seemed thankful and satisfied with this resolution.
Please accept my apology on behalf of Hawaiian Telcom for the complainant's experience. I have confirmed that credit adjustments totaling $151.83, an amount equal to the vendor bill the complainant submitted, has been applied to the invoice dated October 7, 2017, for the account...
number ending in 1200010, and $101.41, for time out of service, has been applied to the invoice dated October 7, 2017, for the account number ending in 2000010 to resolve this complaint. Refund checks were prepared for the credited amounts. I spoke with the complainant on October 3, 2017, and will be sending the complainant a written response to fulfill the complainant's request.
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 8:00 a.m and 4:00 p.m.
Spoke to the complainant at 11:09AM on 8/9/16 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 complaint. Mahalo, Dana W[redacted] Hawai[redacted] Telcom Customer Relations
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 8:00 a.m. and 4:00 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[redacted]
Spoke to complainant on June 20, 2016, to let her know that I worked with our Field team and they advised that there is an obstruction in the conduit on their property that is preventing us from repairing their service. Coordinated for our Field manager to meet the complainant's husband on...
Friday, June 24, 2016, to provide guidance since it is the customer's responsibility to repair facilities on their property. I apologized to the complainant for their experience. I identified the opportunities and assured her that I would work with the appropriate departments to improve the processes for a better customer experience. Landline calls have been forwarded to the complainant's cell phone as of June 21, 2016. Complainant has my contact number if she has any questions or needs further assistance. Dana W[redacted] Customer Relations Specialist, Monday through Friday, 8:00 a.m. to 4:00 p.m.