Who's behind the Yellow Pages?


POSTED: Saturday, August 22, 2009

Question: I've had several problems with the Hawaiian Telcom Yellow Pages.

The company hasn't printed an ad I've paid for since 2007 and would not correct my address when I reported the error. The representative told me that Hawaiian Telcom had nothing to do with the printing of the phone book.

Who is accountable for the Yellow Pages, and how can I report problems in the future?

Answer: HYP Media, contracted with the Berry Co., is the official publisher of the Hawaiian Telcom Yellow Pages and borrows the phone company's name for the phone book.

HYP Media is part of Local Insight Media, which signed a long-term agreement in 2007 to publish the Yellow Pages, said Pat Nichols, director of corporate communication for Berry.

Local Berry employees currently work under the HYP Media brand in Hawaii, Nichols said.

Berry handles customer service, ad design, the publishing of the directory and the online yellow pages. The company is responsible for 900 directory titles and eight major online Yellow Pages, including those from the Dominican Republic,

Cincinnati and Hawaii.

“;Our client satisfaction is our top priority. We're in business to help them with their businesses,”; said Jenny Michael, director of marketing and communications for Berry.

Hawaiian Telcom spokeswoman Ann Nishida said Hawaiian Telcom works closely with Berry, but customers should always contact the Berry company first with regards to

inquiries, advertisements or billing with the Yellow Pages.

The Berry headquarters is in Colorado, but the company has a local office at 711 Kapiolani Blvd., Suite 800. Businesses can call 593-8300 for basic information, advertising inquiries and concerns. Callers will hear an automated answering system but can dial extension 7402 to reach a representative Monday through Friday, 8 a.m. to 5 p.m.

For customer service, callers should dial 591-7500. Callers will reach another automated system but can speak to an Ohio customer service representative if they remain on the line. However, due to the time difference, callers will not reach a representative after 3 p.m. Hawaii time. Nichols said the company is currently adjusting customer service hours to better serve Hawaii consumers.

There is also a toll-free number for Berry: (800) 340-0634.

Customers can also change their address, request a directory or pay bills online at http://www.htyellowpages.com.