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, 8:00 a.m. to 4:00 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.
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 34 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[redacted] at [redacted], Monday through Friday, 8:00 a.m. to 4:00 p.m.
Complaint: [redacted]
I am rejecting this response because: Hawaiian Telcom’s response to our complaint about them to the Revdex.com is filled with inaccuracies and outright falsehoods. · “…the company did its best to help complainant understand that the conduit, which is underground on complainant’s property, was clogged and that Hawaiian Telcom was not able to repair or replace the wiring that ran through the conduit.” The facts of the situation are these:· There is a clogged conduit somewhere between the street access to the conduit (on a public sidewalk extending some three feet from the access to my property line, and about one foot of conduit on my property.This fact was described to me by the repair man from Hawaiian Telcom who came to my house and spent most of the day identifying the problem and , eventually solving it (he found an alternate wire running through the conduit unblocked and switched the connection thereby restoring service to my house. · This simple fact makes the rest of Hawaiian Telcom’s carefully crafted misdirection moot.· If Hawaiian Telcom’s administrative response staff had the customer service approach of their repair man, we would not have this problem.The administrative responses were, at one time or another, from many different individuals, either condescending, dismissive, or uninformed.· The simple facts are that we had no service for over two months, continued to receive conflicting and threatening notices and bills (for the lack of service) in the mail and were consistently treated as if the problem was caused by us. · We received a bill with an invoice date of June 25, 2016 for the service period of June 25-July 24, 2016, for $160.26.SEE ATTACHEDIt is our contention that we should owe only the amount ($48.56) for “Local Charges” and “L[redacted] Distance Charges” minus the charge for any days left after we discontinue service with Hawaiian Telcom.We will be discontinuing service with Hawaiian Telcom due to their incredibly insensitive and misleading behaviors in responding to our totally justified complaints. After service was restored by their own service man, in a way that they stated it could not be, they responded to The Revdex.com complaint by treating the facts in the same distorted and uninformed manner that they communicated with us.
Sincerely,
[redacted] & [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Hello,My name is [redacted] and I recently filed a complaint with the Revdex.com against Hawaii Telcom. I wanted to update you that the business has contacted me directly and has satisfactorily resolved the fraudulent charge. They have refunded the money to my account and I have accepted their resolution. My complaint ID# is [redacted]. Thank you for your help, the Revdex.com was able to help me greatly with this disputed charge. If you need any more information feel free to email me or call me at [redacted].-[redacted]
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[redacted] Customer Relations
Complaint: [redacted]
I am rejecting this response because: When my internet service was disconnected back in July 2014, why did Hawaiian Tel workers tell me that new equipment was needed to have my internet service restored? Also, I didn’t receive a written statement on what was found by the Hawaiian Tel tech on 12/14/2016. For example, the disconnected internet wires for my internet in a Hawaiian Tel box down the road and the removal of a filter from my house box.
Sincerely,
John A[redacted]
6/1/16 @ 5:03PM I spoke to the complainant and, apologized for the inconvenience. Let him know that Hawaiian Telcom (“HT”) representative incorrectly told him that HT does not deal with [redacted]. Explained that customers are able to make payments at [redacted]s, but...
accepts payments from most banks. Verified HT records incorrectly spells his last name and let him know I will submit a request to have it corrected. To resolve this complaint, I am working on either reversing his 5/10/16 payment of $317.65 or having an expedited refund check issued. I will follow up with the complainant to provide proper expectations. Provided my contact information, Dana W[redacted], 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.
I greatly appreciate Ms. W[redacted]'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:
1. 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.
2. 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.
3. Please ensure your technicians
have the support they need to finish their job.
It was 24 hrs after Mo left before we had the upgrade from “standard”
(~15 MBs) to “high speed” (50-100 MBs) internet. It was another 24 hrs before we had our phone
line restored, and this, again, required a phone call from my wife to
HawaiianTel.
4. 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]
Complaint: [redacted]
I am rejecting this response because: I attempted to call this am to ms Dana W[redacted] 5 messages all morningAgain this is really bad customer service . Trying to fix this situation and she has not called back since 8am this am .Horrible service
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 NOT YET satisfactory to me. FASTER SERVICE has been placed,however not yet working properly. The company had returned the following day to try and get service to work and I was not yet completely satisfied with speed. The Internet service continues to be spotty and shuts on and off. Since new speed has been placed inside the home I haven't had ANY CONTACT with anyone regarding any feedback. Service techs have communicated with me that a new router box was needed and he would return with that after speaking with office reps.
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, 8:00 a.m. to 4:00 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.
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 34 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[redacted] at [redacted], Monday through Friday, 8:00 a.m. to 4:00 p.m.
Complaint: [redacted]
I am rejecting this response because: Hawaiian Telcom’s response to our complaint about them to the Revdex.com is filled with inaccuracies and outright falsehoods. · “…the company did its best to help complainant understand that the conduit, which is underground on complainant’s property, was clogged and that Hawaiian Telcom was not able to repair or replace the wiring that ran through the conduit.” The facts of the situation are these:· There is a clogged conduit somewhere between the street access to the conduit (on a public sidewalk extending some three feet from the access to my property line, and about one foot of conduit on my property.This fact was described to me by the repair man from Hawaiian Telcom who came to my house and spent most of the day identifying the problem and , eventually solving it (he found an alternate wire running through the conduit unblocked and switched the connection thereby restoring service to my house. · This simple fact makes the rest of Hawaiian Telcom’s carefully crafted misdirection moot.· If Hawaiian Telcom’s administrative response staff had the customer service approach of their repair man, we would not have this problem.The administrative responses were, at one time or another, from many different individuals, either condescending, dismissive, or uninformed.· The simple facts are that we had no service for over two months, continued to receive conflicting and threatening notices and bills (for the lack of service) in the mail and were consistently treated as if the problem was caused by us. · We received a bill with an invoice date of June 25, 2016 for the service period of June 25-July 24, 2016, for $160.26.SEE ATTACHEDIt is our contention that we should owe only the amount ($48.56) for “Local Charges” and “L[redacted] Distance Charges” minus the charge for any days left after we discontinue service with Hawaiian Telcom.We will be discontinuing service with Hawaiian Telcom due to their incredibly insensitive and misleading behaviors in responding to our totally justified complaints. After service was restored by their own service man, in a way that they stated it could not be, they responded to The Revdex.com complaint by treating the facts in the same distorted and uninformed manner that they communicated with us.
Sincerely,
[redacted] & [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Hello,My name is [redacted] and I recently filed a complaint with the Revdex.com against Hawaii Telcom. I wanted to update you that the business has contacted me directly and has satisfactorily resolved the fraudulent charge. They have refunded the money to my account and I have accepted their resolution. My complaint ID# is [redacted]. Thank you for your help, the Revdex.com was able to help me greatly with this disputed charge. If you need any more information feel free to email me or call me at [redacted].-[redacted]
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[redacted] Customer Relations
Complaint: [redacted]
I am rejecting this response because: When my internet service was disconnected back in July 2014, why did Hawaiian Tel workers tell me that new equipment was needed to have my internet service restored? Also, I didn’t receive a written statement on what was found by the Hawaiian Tel tech on 12/14/2016. For example, the disconnected internet wires for my internet in a Hawaiian Tel box down the road and the removal of a filter from my house box.
Sincerely,
John A[redacted]
6/1/16 @ 5:03PM I spoke to the complainant and, apologized for the inconvenience. Let him know that Hawaiian Telcom (“HT”) representative incorrectly told him that HT does not deal with [redacted]. Explained that customers are able to make payments at [redacted]s, but...
accepts payments from most banks. Verified HT records incorrectly spells his last name and let him know I will submit a request to have it corrected. To resolve this complaint, I am working on either reversing his 5/10/16 payment of $317.65 or having an expedited refund check issued. I will follow up with the complainant to provide proper expectations. Provided my contact information, Dana W[redacted], 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.
I greatly appreciate Ms. W[redacted]'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:
1. 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.
2. 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.
3. Please ensure your technicians
have the support they need to finish their job.
It was 24 hrs after Mo left before we had the upgrade from “standard”
(~15 MBs) to “high speed” (50-100 MBs) internet. It was another 24 hrs before we had our phone
line restored, and this, again, required a phone call from my wife to
HawaiianTel.
4. 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]
Complaint: [redacted]
I am rejecting this response because: I attempted to call this am to ms Dana W[redacted] 5 messages all morningAgain this is really bad customer service . Trying to fix this situation and she has not called back since 8am this am .Horrible service
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 NOT YET satisfactory to me. FASTER SERVICE has been placed,however not yet working properly. The company had returned the following day to try and get service to work and I was not yet completely satisfied with speed. The Internet service continues to be spotty and shuts on and off. Since new speed has been placed inside the home I haven't had ANY CONTACT with anyone regarding any feedback. Service techs have communicated with me that a new router box was needed and he would return with that after speaking with office reps.
Sincerely,
[redacted]