Longtime Maui activist Sally Raisbeck took to Facebook to describe her recent brush with Oceanic Cable’s customer service. You have to wonder whether this level of customer service meets the company’s obligation to consumers under their franchise agreement with the State of Hawaii.
Yesterday I found the TCM channel could not be accessed on my TV. I tried to call Time Warner customer service. They told me I could wait or I would be called back in one hour seven minutes if I left my number. I left my number and yes, they called me well over an hour later. I encountered a decision tree and eventually got a human being. I explained my problem and she transferred me to “technical service”, this time no call-back option.
I waited again over an hour on hold. So I decided to try their website and sent a message.
While I was waiting on the phone, I looked to see if they had a Facebook page. While I waited I amused myself by commenting on each of their posts that “Your customer service is unbelievably bad. If you weren’t a monopoly I would never subscribe to you. WHAT HAPPENED TO TCM?” I posted this comment on each of about 20 of their posts, then I got a message from Facebook that I was being accused of spamming, and was therefore locked out from commenting.
Boy, does Time Warner ever suck! I guess I have to investigate the Dish people. Damn, and I have to go to Hawaiian Tel for phone and internet too. Damn.
I would suggest several related actions. First, Sally should complain in writing directly to Oceanic. Then send a copy, with a cover letter, to Senator Roz Baker, who represents much of Maui and also chairs the Commerce and Consumer Protection Committee. Suggest that Baker follow up with Oceanic regarding their obviously under-resourced customer service. Then send the same complaint to the Cable Television Division of the Department of Commerce & Consumer Affairs, along with copies to DCCA Director Kealii Lopez.
Then sit back for a bit and see what happens.
Any other suggestions for Sally?
In the meantime, if anyone from Oceanic happens to be reading this, you might want to contact Sally Raisbeck directly.