Fischer Electrical Construction, Inc.

Thank you very much for your assistance with Hawaiian Telcom. Kevin, the cable splicer came out and resolved the problem this afternoon. Nathan, from Cust Relations also called to ensure that work was being done. I am grateful for your assistance and for Hawaiian Telcom in resolving the...

issue with a competent Technician.[redacted]

I spoke with the complainant today to let him know of system limitations that will not allow future dating of credit offered to May, 2015. Offered to apply the $15.00 per month credit effective with his next invoice, September 28, 2014, and the complaiant accepted our offer.

I spoke with the complainant on April 8, 2015 regarding his request
that Hawaiian Telcom (“HT” or “Company”) refund fees of $114.95 that were
incurred after we...

dispatched a technician to change him from a wired set top
box (“[redacted]”) to a wireless [redacted], for his [redacted] service. With taxes of $11.43, the
total charges were $126.38.  I advised
him that a credit in that amount has been issued, and will be reflected on his April
7, 2015 invoice.
 
I reviewed that wireless [redacted]s are not recommended for
multi-dwelling buildings, due to apartment proximity.  There is the possibility that wireless collision or interference
with other wireless services could occur, which may result in a less than optimum
experience.  I apologized if our
residential customer service department did not make this clear at the time of
his initial order last September 2014.  I
confirmed that his concerns were shared with our management team, and
appropriate action has been taken.

Contact Name and Title: [redacted], Specialist
Contact Phone: [redacted]
Contact Email: [redacted]@hawaiiantel.com
On September 23, 2014, I spoke to the complainant to apologize on behalf of Hawaiian Telcom for the inconvenience and for not providing them with proper...

expectations. I advised her that credits for all charges billed have been applied to the account and a zero final balance will be reflected on the invoice dated October 7, 2014. I let her know that I would be following up with her by October 10, 2014, once I have reviewed the October 7, 2014, invoice for accuracy. With regard to the Final Notice dated September 15, 2014, I explained that this notice, which stated the final balance of $131.62 was due on October 3, 2014, was issued prior to the issuing of the remaining credits. I assured the complainant that she has not been and will not be referred to a collection agency and that her finances will not be negatively impacted by this incident. This complaint has been provided to Residential Customer Service Teams to ensure that personnel and system matters are addressed.

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], [redacted], Monday through Friday, 8:00 a.m. to 4:00 p.m.

Initial Business Response /* (1000, 8, 2014/03/20) */
Revdex.com,
I spoke with [redacted] on 3/17/14 to review his concerns.
Hawaiian Telcom ("HT" or "Company") records show that our Residential Service department worked with Mr. [redacted] in September 2013, regarding his service order to move his...

phone service to [redacted] At the time of his move order, Mr. [redacted] complied with our request to provide some kind of documentation to confirm he was a tenant at this address. Mr. [redacted] perceives the move order had been completed after he faxed the documents to HT.
However, the order was not completed and the Company was not providing services to Mr. [redacted]'s new address. As a result, charges were billed for services at the address that Mr. [redacted] was no longer residing, and there were no HT services at his new residence.
As Mr. [redacted] perceives the move order was completed, he continued to pay his HT phone bill.
I apologized that our Company did not meet his expectations and that this matter was brought to the attention of our Senior Management for appropriate action and that we will issue a refund for the payments he made.

I spoke with Mr. [redacted] again on 3/20/14, to advise that credits totaling $147.56 were issued, and that he would be receiving a refund check in that amount around the week of 4/10/14.
The Company trusts this provides the Revdex.com with the information required to resolve this matter. If you have any further questions, please contact me at [redacted], Monday - Friday, from 8:00 a.m. to 4:00 p.m.

Sincerely,

[redacted]
Customer Relations Specialist
Final Consumer Response /* (2000, 10, 2014/03/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I emailed the complainant on March 27, 2015.
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I apologized for any confusion Hawaiian Telcom (“HT” or “Company”)
may have caused regarding his bill.
 
In my investigation, I found that the Company changed his
bill date between the December and January bill cycle.  The December bill
had an invoice date of December 7, 2014, which noted a service period of
December 7, 2014 to January 6, 2015.  The January bill had an invoice date
of January 28, 2015, which noted a service period of January 28, 2015 to
February 27, 2015.  There may have been a system error that affected the
bill date when the disconnect order was being processed.
 
The disconnect date for his order was January 30, 2015,
which occurred after the bill date.  As such, a regular monthly charge of
$62.47 was incurred.  Furthermore, as the bill date changed, there were
prorated charges of $42.32 for the period from January 7, 2015 to January 27,
2015.  The total amount due was $104.79.
 
His February 28, 2015 invoice reflected that services were
disconnected as of January 30, 2015, resulting in a prorated credit of $58.44,
and leaving a remaining balance of $46.35.  This represents valid charges
for the period from January 7, 2015 to January 29, 2015.  The new February
charge of $136.07 was for the unreturned modem, which has already been fully
credited.
 
In regards to his due date to disconnect HT services, the complainant
detailed that he had advised the Company to disconnect service
on January 28, 2015.  I asked the
complainant if he might have advised our residential office to disconnect
service on January 30, 2015, as that is the day he had to turn over the
apartment to the property manager.
 
Mahalo,
 
Nathan G[redacted]
Customer Relations Specialist

On April 5, 2016, I spoke with the complainant’s friend
regarding Hawaiian Telcom’s (“Company” or “HT”) High Speed Internet (“HSI”)
service. It was confirmed that the friend was authorized on the account....

He
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, 2016 .  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, 2016.
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 follow-up to 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 8:00 a.m. and 4:00 p.m.
Sincerely,
 
Nathan G[redacted]
Customer Relations Specialist

I am a customer of Hawaiian Telcom. In the past two days I have been on hold an average of ten minutes six times. Twice the correct phone number I was calling about their automated system said it did not recognize the number. I have had this number for five years. Once, the music hung up on me after 15 minutes. I also went to their website and submitted my problem with a promised response within 24 hours. I am at 30 hours now with no reply. Their internet service is not working for my household, nor apparently is customer service. They have a monopoly in the area. I cannot even select Comcast for Internet. They must know this in order to ignore.

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
L&M's web site offers total satisfaction. They are not standing by that.
L&M knowingly sold a product to us that would not meet the customer's needs. We specifically told the salesman we had kids and pets. He told us at the store and told me at the Richmond Home Show that it should not have scratched and been harder wood.
If it were one thing we wouldn't be here. Fact is we have over a dozen areas now and the product has been down for three months.
True, GM wouldn't replace a car for a flat tire, but when they knowingly sell a product that is faulty, there are consequences.
Many friends and neighbors have seen all of the areas that are faulty. The builder grade hardwoods we had down for ten years did not ware this badly. Clearly this is a defective product.
At some point a business has to look past "industry standards" and do what is right. We live in a small city and the more people hear about L&M's actions online and in the press the more negative a situation can grow.
Regards,
[redacted]

Revdex.com:Below is the update in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
sans-serif;">From: [redacted] Sent: Wednesday, January 14, 2015 1:22 PMTo: [redacted]Subject: Request Case # [redacted] cleared or closed.
 
01/14/2015  13:11pm
 
T0: [redacted]
 
Thank you, [redacted] for your help.
 
  As per our phone conversation, I am satisfied with the  HawaiianTel handling our my phone service which I complained about on the 12th of Jan.
  Complaint was made on Monday, the 12th of Jan.
  The complaint was sent to HawaiianTel on Tuesday the 13th.
  HawaiianTel Customer service called at 11:10am on the14th.
  The HawaiianTel technician called at approx. 12:30pm today, the 14th of Jan. Problem was fixed by the technician replacing a wiring box.
 
  Thank you at the Revdex.com for again aiding in the correction and completion of a phone line problem.
 
Aloha.
 
[redacted]
[redacted]

Revdex.com:Thank you for assisting us in the issues we were experiencing with Hawaiian Telcom; we believe your involvement made a difference & I applaud you. 
Nathan and the service technician from Hawaiian Telcom are very professional & fixed our issues in a timely fashion, so we are glad to have honorable people helping us.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 find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Hawaiian Telcom had consistently failed to provide services as prepaid for in my area. Outages go on for weeks with no explination other than repairs are sometimes underground. First starting with one deadline for completion and then waiting until that deadline had passed to state a new date of completion up to 10 days later.