Personally, this isn’t surprising to me.  According to the Honolulu Advertiser, Hawaiian Tel, Hawaii’s largest telephone company, has reported a $30.5 million loss during the second quarter.  They cite that Hawaiian Tel is losing customers due to wireless companies and other providers.  Perhaps this is the case, but I would attribute the loss of customers to the most horrible customer service I’ve ever experienced.  First of all, when the internet would go down, they wouldn’t really prorate you for your inconvenience, and they definitely did not show any sympathy.  And let me tell you, their DSL service when I had it was really iffy, with the service going in and out.

Secondly, when I finally decided I had enough with the DSL, I wanted to cancel my service because I was going to sign up with Oceanic’s Roadrunner cable internet.  This is when the horror began.  I called to cancel my services and was hold for 1 hour.  Once I finally reached a representative, he was very “blah” when he recieved the call, and was told to hold on after telling him I wanted to cancel my subscription to DSL.  Instead of putting me on hold, he hung me up.  If that wasn’t enough, I called back immediately, to be put on hold for another 45 minutes, to which the EXACT same thing happened…hung up.  I was sooooo furious, that I called again, waited about 30 minutes, and told them to MAKE SURE that I did not get disconnected, because I called in twice and during both times, I got hung up.  This time, not only did he put me on hold, he checked back to make sure I was still on line.  Finally, after another 20 minutes on hold, a nice lady took my call (the only nice person probably working there).  She helped me cancel my services, but still tried to keep me, but did not offer any incentive to stay.

I’m sure there are far worse horror stories with Hawaiian Tel, and I’m betting that their customer service is the main reason why they are losing money.  Get your act together, and maybe you’ll have customers coming back.

• Hawaiian Telcom Announces Fastest Internet on the Island
• Oceanic Unvails Turbo Road Runner
• Hawaiian Telcom Providing Free Wi-Fi to Internet Subscribers

Tags: Economy, Hawaiian Tel

               
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