Hawaiian Telcom acquisition Gift Card Promo Issues!

Im not sure whats going on with hawaiiantel and way they are conducting business. Im trying to give grace and be as patient as I can be. However, it seems to me like all of the customer care agents via phone or chat are outsourced from other countries. The only issue I bring this up is, although every agent ive spoken to has been so nice with an attempt to be helpful all reading from the same scripts word for word. Been told the same thing from 6-10 agents. Eventually the helpfulness doesn't seem genuine and then you wonder if your actually being helped. The other issue with this outsourcing its agents is (ask most top selling people) the easiest was to sell a product is to know the product. The best way to know a product is to test/try/use the product. Unless hawaiian telcom has expanded to other countries without my knowing, these agents only have brochures or booklets or pdfs explaining the offerings. Which mean that if its not written in their training materials, sorry there's nothing more they can offer. You pair that with the word for word scripts, now you have an interaction that most likely will end unresolved customers that are frustrated and agents that have to deal with all those frustrations front line. And ive worked customer service and people can be awful, misdirected aggression just because of situations. This is losing for everyone.

So back to the issue at hand. HawaiianTel has been offering a Gift card for signing up for service. $100 $200 and possibly $300 visa or Mc giftcards. So after signing up your supposed to recieve a rebate form to fill out right before your 60 days *connected service* then once you submit you will recieve an email letting you know that your rebate farm had been received and you will receive your gift card once your account has been connected for the sixty days.

So I never got my rebate form so I reached out to the customers service and they sent me one. Hey, filmed it out, returned, it got confirmation email. Then, I start counting the days from installation, and seeing that I had. But the 60 days, quite some time ago. So I reach back out to support just to verify the timeframe and was told it's actually 90 days to disregard the rebate form confirmation emotion as it was sent in error.

Okay things happen i get it. Then, I start counting the days again and I realize, well, it's actually been about 97 days. So again reaching out to support just to get an idea of what were looking at.

And each time I was told a ticket would be put in they would escalate it to the dept that was responsible of the promotion and I would be contacted within 48 hours or so.

A 48 hrs have passed many times but haven't recieved any type of update on the situation. But have recieved the bill with autopay notice just fine.

No one seems to know anything about promotions or really how they work, , theres no one to speak from that department about it either so not sure where these tickets that are escalated are even going.

I get it, 100 or 200 dollar gift card whats the big deal? Its not the money for me that is real issue at hand, its the the principle. You offer these promotions as incentive for your customers and the company but you dont stand up to your side of the offer.

Thats disappointing!

Even if the scenario were due to a mix up or by accident we wouldn't know because there is only radio silence coming from Hawaiian Telcom.

This being my first encounter with HawaiianTel and its been less than mediocre and again quite disappointing. I hope that HawaiianTel one day reads this. And see they can do better and this for the upper leaders of that company.

The craziest thing is my internet service has been great. Again the scripted (1 step away from an AI chat bot) agents interactions have been as pleasent as they get. But the lack of support regarding the promotion makes it feel like u got scammed or duped. Somehow.

So we will see how this plays out.