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Liberty Puerto Rico Vows Continuous Provision of Communication Services

By on March 17, 2020

Introduces WhatsApp customer service feature

SAN JUAN – Amid the emergency orders issued by Gov. Wanda Vázquez Garced, Liberty Puerto Rico assured customers Tuesday that the company is ready to continue providing internet, telephony and television services, “which are essential at this moment in all homes and businesses on the island,” as people practice the social distancing measures imposed with the curfew order.

Naji Khoury, president and CEO of Liberty Puerto Rico, stated in a letter sent to customers that the company has taken steps “to ensure the continuity of your service and to be your ally in this difficult time.”

These include continuing to provide customer service 24 hours a day; continuing to offer visits by technicians and installations at homes and businesses; and providing equipment swap services at drive-through stations set up at parking areas at Liberty Service Centers in Hato Rey, Luquillo, Hatillo, Guayama and Hormigueros. For the time being, these centers will not accept cash payments. However, customers can make payments through mi.libertypr.com using their checking accounts and credit cards. 

Following the governor’s executive order, Liberty retail stores in shopping malls have been closed since March 15 and will remain closed until March 30. Khoury highlighted that most of Liberty’s employees across the organization have been given the tools needed to work from home.

Liberty Puerto Rico is also encouraging its customers to use the variety of virtual customer service tools that the company offers. One of them is a new method through which customers can get in touch with customer service representatives via WhatsApp.

“Through this new WhatsApp customer service tool, customers can send text messages to (787) 355-3535 through their WhatsApp accounts from 9 a.m. to 9 p.m., seven days a week. This service allows them to request service appointments, ask questions about their accounts and update their services, just to name a few,” the company said.

Through Liberty’s MiLiberty customer service site, customers can carry out basic transactions like checking and paying their bills, changing customer service appointments, adding premium channels, restarting equipment and setting up call-forwarding. If customers are not registered in MiLiberty yet, they can do so at the site’s home page.

Customers may also contact the Customer Service Department by calling (787) 355-3535 for any of their service needs 24 hours a day, seven days a week. In addition, they can send messages through the company’s social media accounts at Twitter using the @LibertyPR handle or Facebook. They can also visit the company’s webpage to view frequently asked questions and technical information, including a portal with information related to the coronavirus situation. 

Khoury reminded business customers that Liberty Business offers digital solutions designed to maintain business continuity. These include Cloud PBX, Cloud Computation (IT), Managed Network, Managed Security, Cloud Business Continuity & Disaster Recovery and Colocation.

“These solutions allow customers to move their businesses anywhere and keep their employees working as if they were at the office because they provide safe remote access to their systems and applications from the cloud, so they can continue operating their businesses and serving their customers from anywhere,” Khoury added.

Business customers can call Liberty Business’ Customer Service Department at (787) 355-0606 if they have any questions or need help with any of their services. 

Khoury added that if any customers are affected financially by the COVID-19 lockdown, they should call or write to the company through WhatsApp at (787) 355-3535 “to find ways to help them continue using the company’s services.”

He also mentioned that Liberty is supporting the Federal Communications Commission’s “Keep America Connected” pledge to keep communication services going at this time.

Liberty will continue providing information through its webpage, social media accounts and Bill Pay, channel 98.

“I encourage you to obey the government’s call as much as possible because it’s the best way to avoid mass novel coronavirus contagion. We understand everyone feels a lot of uncertainty, confusion and uneasiness at this moment. I assure you that the decisions that we are taking as a company place the health and safety of our employees, customers and the inhabitants of Puerto Rico above everything else,” the executive concluded.

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