Provo iCare campaign seeks unhappy customers

Provo Mayor Lewis Billings said the city will launch a campaign Friday to reach frustrated iProvo customers and ease concerns about customer service.

The iCare campaign will provide a gift incentive to residents who identify a frustrated iProvo customer or former customer and provide that person's contact information, Billings said.

"The number of calls we're getting with people experiencing problems is dropping off," Billings added. "We're now going out to search for them. We're going to go on the offensive and call local stakeholders and ask them to talk to people, because there is a lot of word of mouth in this community."

Problems with HomeNet, the first company to provide digital cable television, telephone and Internet services on iProvo, led the city to end that contract and bring in MStar and Nuvont, companies that had never supplied so-called triple-play service before.

Problems with equipment and switching to the new service providers frustrated many iProvo customers who suffered outages in service.

"I get stopped in funerals, in weddings, in church," Billings said. "We want people to know we're trying to make progress. I've sat with our iCare customer service representatives so I can be confident when I refer someone to them."