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Charlotte Amalie
Saturday, June 15, 2024
HomeNewsArchivesLet's Change Innovative's Name

Let's Change Innovative's Name

Dear Source:
I'm sorry; have I just fallen into a parallel universe where all words mean the opposite? Lets take two words that quickly come to mind : "innovative" and the most important word "service." I bring to you this latest abomination of words and their meanings.
One that stands out from the crowd. Sit down, you'll like this one. Innovative is defined as "advanced: ahead of the times" or "a forward-looking corporation." Well, I don't really need to belabor this word. Anyone that has a phone knows how innovative Innovative can be.
Let me move to the second word, and then we can put the two words together as a constructive sentence. The word "service" and its meaning. I don't need to hit the books for this definition. You go to a bar, order a cold one and you are greeted with a smile and fast service, getting exactly what you ordered. Service! Clearly explaining what you would like and it happens. No further discussion needed.
Let's now use these two words in a sentence. I will keep it short so as not to confuse the issue. Innovative's service is crap!
For a few weeks now I have been calling Innovative's customer service asking to have a duplicate payment put back on my credit card. When I noticed they paid themselves multiple times under two different names, I called immediately. Clearly asking the friendly customer representative, "Please refund the over payment back to the card you charged. And, how did this error happen?" Responding that her computer does not show the duplicate payment…ah, yes, now I can see it! A computer error for sure! Yes, sir, I can refund it and is there anything else that I can do for you? No thanks, and click, she's gone. So was my request!
Repeating this same call asking for the duplicate payment to be refunded, the customer service representative responded with another unexpected question. "Sir, I don't see that you have asked for the refund. Why not leave the credit on your account and your bill would be paid for several months." Convincing her that I would like my money back, she agreed but said, "not today." She explained that the department that handles these types of transactions had closed early.
Innovative's service policies still astound me, and getting upset does not address the issue. Action gets their attention. Giving them authorization to automatically charge your credit card, in retrospect, is only good for Innovative. A simple computer error and bingo–more cash in their pocket and not yours. The solution is simple. Stop giving them access to your credit card making it so easy for them to pay themselves using multiple names. Do not allow marginal services to be the acceptable and normal state of operation. Support alternative communication service providers like Ackley Communications, TalkVI.
Finally, I agreed that I would wait, hoping that my refund would be returned as promised. I really think that we should change their name from Innovative to "Cheeky Bastards." I think this name better describes the company.

Larry Boecker
St. Thomas

Editor's note: We welcome and encourage readers to keep the dialogue going by responding to Source commentary. Letters should be e-mailed with name and place of residence to source@viaccess.net.

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