The Honolulu Star-Advertiser Kokua Line column
Nov 09, 2012 (The Honolulu Star-Advertiser - McClatchy-Tribune Information Services via COMTEX) --
Question: In July someone claiming to be a business account manager subcontracted by Hawaiian Telcom visited my office unsolicited, showing a letter about how I could reduce my monthly bill by almost half. He was carrying a whole stack of letters. After listening to what he had to offer, I indicated I was interested, and he said someone would call shortly to follow up. That was in July. I haven't heard anything at all for three months. I tried to reach him in August but never heard back. I began to wonder if this was a scam. I went to the Hawaiian Telcom website and requested a call back on Aug. 30. It said I would get a response within three days, but no one responded. I submitted a second request on Sept. 25. Still nothing. I didn't provide any account information, but I'm concerned that anyone with a company badge and letters with the company's logo can go around scoping out people's workplaces. It also perturbs me that no one from Hawaiian Telcom has responded to any of my inquiries. Can you let others know about this so people will exercise caution when dealing with anyone claiming to be from Hawaiian Telcom who shows up unannounced
Answer: It turns out the purported Hawaiian Telcom representative was legitimate, but the company admittedly dropped the ball in not responding to your concerns.
"We sincerely apologize for the missed call and emails," said Hawaiian Telcom spokeswoman Ann Nishida Fry. "Sometimes we fall short, and when we do we always strive to make things right as quickly as possible."
She told us you were connected to someone who answered your questions and initiated an order.
She also explained that the man who solicited you was hired for a "limited-duration program" aimed at providing more personalized service to small-business customers. The program ended in early August, and the agent was transferred to another area of sales.
Meanwhile, "We're examining our process for email response to ensure each one is responded to within the time frame that is promised," Nishida Fry said.
Other customers who have sent emails via hawaiiantel.com and haven't received a "timely response" are asked to contact Alan Lee, director of Order Management Systems, at 546-3191 or email@example.com
Customers contacted by anyone claiming to represent Hawaiian Telcom can verify their employment or their offers by calling the Corporate Security Department at 643-7111.
Question: Does the state ID office plan on having any outreach events before it stops issuing IDs
Answer: No, it does not.
But as we reported Tuesday, there will be five driver's licensing locations on Oahu where state IDs will be issued beginning Jan. 2, compared with the current lone state ID office at 465 S. King St.
To the two caring and kind gentlemen who offered help when I tripped and fell on the uneven sidewalk after I got my state ID card Oct. 3. My son and I regret that we didn't get your names. We are truly grateful. -- 81-year-old Grandma
Auwe and Mahalo
Auwe to the coward who hit my son with his car on Pali Highway at about 1:30 p.m. Saturday, Oct. 6. You hit him while he was riding his bicycle through the tunnel, knocking him into the wall and causing multiple injuries. You pulled over briefly, then took off without stopping to render aid. You are a huge coward to think only of yourself after hitting him. Many mahalos to the good Samaritans who stopped to take care of him before the ambulance and police arrived. We truly appreciate your compassion, kindness and concern. -- Laurie Lawrence, Waianae
Write to "Kokua Line" at Honolulu Star-Advertiser, 7 Waterfront Plaza, Suite 210, 500 Ala Moana Blvd., Honolulu 96813; call 529-4773; fax 529-4750; or email firstname.lastname@example.org.
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