Frontier Communications has certainly had its share of problems taking over from ATT. These are well documented, and need not be further elucidated here.
My own view, based on currently unfolding experience, is that they consistently and willfully act in a fraudulent manner. I do not believe we are speaking of broad and basic bureaucratic buffoonery, but something rather more casually culpable.
Since ordering a 45mb/second “Power” upgrade on May 22nd, now reflected on my most recent bill, I received zero customer service in response to the fact that I was getting 1/3 of what I signed on for. It’s a good thing I know how to check line speeds, though anyone would notice when there is no internet access.
Indeed, on May 27, and again on May 29th, all service was dropped, and the purchased speed was nowhere in sight. Numerous phone calls and several hours in conversation with tech support and customer service yielded nothing more than informational incompetence, conflicting responses, deception, along with several promises of proper service that didn’t occur.
Bear in mind that many of the phone conversations I’m referencing included tech and customer service supervisors.
As an example, a service visit to install a newly required modem, ostensibly arranged by a supervisor, never transpired, and I wasted significant time (not to mention all the time on the phone just with that one supervisor). At no time did Frontier attempt to alert me that the tech would not be coming. I just needed to find that out first-hand by waiting for no reason and adding several more calls to customer service, where I found out the scheduled call had, for some reason, not actually been scheduled.
As I write this, a second appointment, arranged three days ago by the tech due to show up, has been missed. The guy’s manager seemed remarkably clueless and uninterested when I called, before he then said the tech arranging the appointment phoned in sick. I guess the manager assumed that missing service techs never have calls already scheduled requiring some speedy customer follow-up.
With Frontier Communications, this actually makes sense, as service isn’t something they care to deliver.
As it happens, I was told at 10:12EDT, by the singularly unperturbed tech manager that a truck would be out to my home within half an hour. An hour and a half later, a Frontier truck arrived! Nice guy at the wheel, and, for sure, all the prior issues weren’t his fault.
With the change-over to Frontier, more than likely he just changed shirts. It’s too bad that fine people have to front such a terrible operation.
As seems to be all too common in the telecommunications industry, in my perception, Frontier Communications is truly pushing the limits of erudite vocabulary as it pertains to the description of profoundly counterfeit customer service.
Big picture, we’re talking about a Communications company that doesn’t know how to properly communicate.
They rely on promising a customer what they later have no intention or capability of delivering (at least according to their own phone support personnel), they tend to say whatever will secure a sale, or perhaps make possible the conclusion of a call to tech support.
Then, when a customer is forced to call back because promises have not been kept, that consumer is required to start from square one, enduring more long hold times, hearing more vacant assurances, and it’s deja vu all over again…
Having contacted our State Attorney General, I hope some long-term responses and proper restitution will be made.
Companies need to treat their customers as allies, not as stooges to be fleeced. Frontier Communications has raised this latter approach to new heights, and it’s time this approach was summarily stopped.
Oh yeah, my internet download speed? Running about 30mbs/sec… often a good deal less, and never at 45mbs/sec. This is like paying for electricity or gas that you aren’t using.
Wouldn’t it be great if the customer could index and adjust their bill according to actual data transfer?
Great for the consumer. Perhaps not so great for others.
Here’s today’s (6/2) speed test: http://www.speedtest.net/my-result/4405057935
One from (6/3): http://www.speedtest.net/my-result/4406131885