On Dec. 29, Michael D. Soileau, senior vice president of sales, marketing and customer experience of Innovative Companies, announced that Innovative is launching a Customer Awareness Campaign. The goal of the campaign is to provide customers with the tools necessary to accurately report trouble tickets, provide addresses and pertinent information required for the timely resolution of issues and to protect customers’ personal information.
Soileau said, “The initial for the campaign will focus on providing our customers the most appropriate procedures for reporting telephone and cable TV issues. Having customers report their trouble calls to the appropriate number enables us to track the problem to resolution and allows Innovative to continually enhance our processes to ensure quick resolution and ultimately, increased customer satisfaction.”
For cable TV and phone repairs, Innovative customers calling from landlines should dial 912. Customers using wireless phones can reach repair centers at 778-1742. Please have the telephone number, account number, address, description of the problem and brief directions ready. Customers with cable TV trouble after business hours should call 719-6701. For Innovative PowerNet, customers should call 714-3700. Customers experiencing issues with their Innovative wireless phone should call 611 from their phone or 779-999 on a landline.
In a number of instances, Innovative Cable TV customers experience cable TV outages due to major utility disruptions or rolling blackouts. Our current network is dependent on commercial power for its operation. Although there are back-up power sources throughout the island, the frequency of power outages on a daily basis creates a challenge for these power supplies. The Innovative team is working to institute additional short-term solutions while we continue our plant modernization efforts.
“Innovative will continue to provide additional information to the public using various media outlets to ensure that everyone is aware of the resources that are in place as we continue to work on providing a more positive and consistent customer experience,” said Soileau.