I recently had a bad experience with Frontier Communications. I recently relocated for a job, and in the process left Frontier's service area. The issue is that when I cancelled I was told that I would not be charged a cancellation fee. I ended up getting a bill for $800. I called and they said they would take care of it. 2 weeks later I get another bill for $800.
Another phone call later they dropped $400 of it, left $400 of it on the bill, (due to it was a promotion I signed up under for a free computer). Which is all fine and dandy. But here is where the bad experience comes in.
I told the lady that in all of the documentation I have that I do not see where it said that I would get billed for the computer. She said well it is something that I electronically signed when I received the computer. I told her that I remember doing that but don't seem to have a copy of any contract that was done up online. I asked her if I could get a copy. You would have think that I had asked her for the impossible.
The lady said that I couldn't get a copy of it, and when asked why she told me that they didn't keep them, that UPS has it, or that it was a verbal contract. I said none of those things make any sense at all, like why wouldn't a company keep the contract, especially if it says the customer will buy the computer should they cancell, and why would UPS have Frontier's contracts, and Verbal agreements don't mean squat.
She put me on hold to talk to her supervisor, and came back and said that they found it, and that they would send it out to me. I said great. She then goes on to threatening me that Frontier at their discretion could charge me an addition $30, per month of the entirity of the contract period, 2 years, for the discounted pricing I was getting under the bundled services. I said you know that was not necessary, and that all I asked for was a copy of contract. And that is basically where our conversation ended.
I have since written a letter to the GM of the service area I was in, no response. I have filed a complaint with the better business bureau, BBB responded, but still no response from Frontier, Oh and I never did receive the contract, I only received a print out that says I agreed to something, not what that something is.
So consumer beware.
I get a lot of email from readers of this blog (and yes, I do read all of it, even if I never manage to get around to replying) and sometimes I get in a cracking question that’s idea for a group discussion. Here’s one from Lynne:
In your experience which tech company offers the best and/or worst customer service experience?
There are plenty of surveys out there that concentrate on this subject but I don’t feel that just picking out a company from a sea of names is really all that helpful since I think that the reason why that company’s customer service was judged good or bad is an important factor.
I have to be honest and say that I have very little contact with customer services. Partly that’s down to the fact that when things go wrong I try to kick them back into working order, and when the kicking fails to produce the desired results I usually approach the company via the side door.
Here are some questions to get the conversation rolling:
- Over the past 12 months what company offered you the best/worst customer services experience?
- What made the experience good/bad?
- Did this experience influence your future purchasing?
- Did you tell others at the time about your experiences?
Shoot!
