Complaints:

Complaints:
Hawaiian Telcom System Error led to no show
Extended Wait For An Appointment
Customer Service Didn t Help
24hr Wait to Speak to a Supervisor
Poor Retribution Offer for 2 day PTO
8-5 Time Slot

I called both Spectrum and Hawaiian Telcom looking to get the best deal on just internet service. Spectrum being so big, I felt they were just trying to push and sell me product which I wasn t comfortable with so I called Hawaiian Telcom instead. The first person I spoke with was very nice and friendly. I set up an appointment but the first available was 1 1/2 wks out. I didn t know any better so I asked is there a way I could be placed on a waitlist if a cancelation spot opens up? They told me just keep calling to check. The next business day I called and a spot open up sooner so I grabbed it. Unfortunately I had to go back to my original appointment since neither my husband nor I was able to take the day off for the rescheduled appointment. Hawaiian Telcom was not able to give me a time slot rather a day slot from 8 to 5pm! That s a whole day of waiting around for the tech to come to set up my internet. Again since it was my first time I thought that was the norm. When my appointment day finally came, I called first thing at 8am to confirm a tech was coming. I was assured my appointment was set up. By 1pm my husband text saying no one has called and for me to check with them again. When I called the next person explains there was a mix up and no one was coming! I was super upset as I explained I called in the morning and confirm my appointment. The csr person was empathetic and offered $30 toward my first bill if I still chose to have set up service with them. She tried to see if there was an earlier appt but the next one was 5 days out and another 8-5 slot again! I told her I would like to talk to a supervisor. And that point she stated she was required to advise me that a supervisor will call me within 24hrs. I asked why a supervisor can not take my call now and was told they were all in a meeting? Wth?!
I decide I d call spectrum again and ended getting a better deal and went down to their store grabbed my modem and installed my internet that same day. Next day Hawaiian Telcom supervisor finally called but I told them I went to Spectrum instead and my service is already set up.

It s extremely disappointing for my first
experience as an interested customer. I was originally interested in Hawaiian Telcom for their customer service but it was obviously lacking. The extended wait time for an appt and set up is extremely ridiculous. $30 retribution for taking 2days off nowhere would recoup the time and pay lost. Waiting 24hrs to speak to a supervisor is poor customer service.

If I had known from the beginning I could get service the same day with Spectrum I would have gone with them to begin with and save myself all this grief and time wasted.

Hawaiian Telcom really needs to work on their weaknesses if they want to compete Spectrum.