It is very important that RTFC take over Innovative before the company collapses even further under the weight of mismanagement and fiscal improprieties. Innovative misses many revenue opportunities by delaying the installation of requested new standard services for months and years.
It does not maintain its phone lines well, and has a standard service call
time of over a week on its recorded message.
Reaching anyone at Innovative requires a long time on hold. There is evidence they are reducing, rather than expanding service and personnel.
This company is impeding the effective commercial development of the territory.
The impact is not being reported by the islands' main newspaper because Innovative owns it too.
I have personally had three instances on St Thomas, where our paying vacation tenants have had to do without a phone due to Innovative saying the problem was in internal phone lines, until I paid a private contractor to look at it, who established that the problem was Innovative's — only then would Innovative send a person to the poles and neighborhood collection box to find the real problem. Right now that phone is out again! It's 10 days now, and I am having to go through the same expensive silly process to actually get Innovative to assign resources to fix it.
There are irregularities in consumer billing. Customers receive no statement acknowledgment of when and how a bill has been paid, especially if it is paid via credit card. The amount of the bill changes slightly every month for the same service.
RTFC, your investment in this company is at great risk under current management, just as our ability to have efficient reliable phone service is at risk.
Sharon L. Coldren
St. John, USVI
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