I cannot begin to understand how Frontier Communication's internal customer service meetings go. Maybe something like this: 'I know you know that all calls are monitored, but if things get too tough with the customer, and it looks like you may have to give them a concession or actually give them good customer service that involves giving them money back - just hang up. We actually don't care about our customers, but let's put on a good show so we look like a real company, trying to give a good service, while actually delivering a sub par offering all around. Sound good? Let's go get 'em!' This vibe must pump through the veins of everyone there. Full force. They seem great on the surface. But peel that back and apply pressure, and their true colors come through - which are like a rainbow of promise gently smeared with the blood and feces of nice-but-terrible-horrible customer service department. At least that's how it felt in mine and my wife's interactions with them over the last year.
The details are too great to discuss, but the basics are as follows: We lose internet and phone and ultimately they can't come out for 3 weeks to fix. My poor wife works from home and had to spend 3 weeks in Starbucks trying to run her business from her laptop. Plus about 5 hours over the month on the phone with customer service trying to resolve the issue. Then when they were supposed to come, they cancelled and said they couldn't come for another week. My wife was crying on the phone to them begging them to do something for her. To come. Solve the problem. Help her. The lady that my wife was talking to raised her voice, was rude and then hung up on her. That was enough. I called Charter Spectrum and they came the next day, upgraded me from 50/50 to 400/50 internet and charged me $10 less per month. Far better speeds, service (so far) and cheaper. Amazing. Why I waited a month for better everything I don't know. Complacency I guess.
So I canceled my service with Frontier and they gave me a credit for the month I didn't have service and wiped my account clean. All good. All done - thankfully. So far so good. But they said I cancelled just after a billing cycle, so I will have to wait a month, get the new bill and call in and clear it up. So sure enough, a month later they sent me a bill for $129. Not sure what for. So I spent about 45 minutes trying to resolve it all with their customer service department. And 45 minutes later, I was told it should be all good. I just had to wait another month for the billing cycle to refresh. And just a few days ago, I get a collections notice from Frontier saying I still owe the money. And if I don't pay in the next few days, I will be sent to collections. Not good. So I call again, spend another 38 minutes re-explaining, trying to get a supervisor on the phone (which didn't happen), trying to work out why I am being charged this money when I had the worst customer service in the world; then finally, when the lady couldn't work out how to help me, because clearly, a supervisor didn't want to help me (as she inferred) she hung up on me. Amazing. What kind of a company is this? So rather than spend another 40 minutes trying to resolve this, then 20 minutes cooling down from my rage, and probably another hour after they (possibly) hang up on me again, I just paid the bill. I hated doing it. Hated letting them win. But I'm 3 days away from having my good credit wrecked. Even if they told me it was all taken care of, I just don't trust them any more. I am not trusting my credit on their word, for $129. They blew it. Not just once. Or twice, but 5 times. So this tells me bad customer service is no chance event at Frontier. It's their policy. It's their M.O. It's in their DNA. As much as they pretend, they actually don't care. It's clear that the individuals that I spoke to, and we spoke to many, see what they do as a mere job. They have no buy in or pride in their company and what it does. Clearly they have a good product as Verizon set it all up. But they are now just slowly bleeding out all Verizon's brand excellence and good will and pumping the Frontier veins full of sub-par and septic elements, that will only hurt their brand over time and ultimately their bottom line. As people wake up and leave them for a better service, they will just bleed out. And I won't shed a tear. So what's the lesson here? Don't accept bad service. There are alternatives. You just have to look. Ask for more. Expect more. And you shall receive. I have certainly learned my lesson. Thinking about it, thank you Frontier. This won't happen to me again. And hopefully it won't happen to you now.