Customer Service.

There is one thing I do not tolerate is poor customer service. Especially, poor customer service that makes me wait and wait and wait on the phone only to have to call another number.

Don’t mess with this pregnant bee..Frontier Communications got a full dosage today.

Enjoy if you are bored.

Dear Frontier Communications Representative:

I am writing to you as a new customer, who has had the worst experience with Frontier so far and I have surprisingly not even got my Internet hooked up yet.

On January 31, 2012 I contacted Direct TV to order my service with them for satellite TV. At that time, I was offered a bundled Internet package with Frontier Communications for our new address in Bloomington, IL. I was given a confirmation number from Direct TV and was told that I would be contacted within 24 hours for my service to be setup with Frontier. I understood at that time that a Frontier representative would call me.

Six days passed and brought me to Monday, February 6, 2012. I had not heard anything from Frontier about my services, nor had I received any sort of email correspondence. I called the contact number Direct TV gave me for reaching out to Frontier and was told that there was no order for me in the system. The confirmation number, our address and my cell phone number did not show any sort of order placed. Frustrated, I hung up and called Direct TV. They said everything was set-up on their end, but re-issued a new order for me again. I got the new confirmation number and began my 24-hour wait.

On Tuesday, February 7, 2012 (the next day) I called Frontier to inquire about my services. Again, I was told that there was no order in the system that corresponded to me, our new address or my confirmation number from Direct TV. Frustrated, I asked to speak to a manager. The representative told me that the “Frontier contract with Direct TV for bundling purposes will be discontinued in two days. Your orders are most likely are being blocked.” Now, frustrated more than ever, I hung up and called Direct TV.

When I reached Direct TV, I spoke to a bundling representative and explained the situation, again, for the third time. I asked to speak to a supervisor. The supervisor told me that this allocation is completely false and they spoke with the highest manager they could go to and again, were told that this was discontinuation of contract was completely false.

After much distaste for Frontier Communications, I called them again, was re-routed, and got a gentleman on the phone, explained my story, and basically did not care at all about what I was saying and simply wanted to set-up my services. I hung up with him, called Frontier for the third time in one day and got a nice woman on the phone that helped me set-up my services. The interesting part is that she stated that I was the “third customer who was having issues like this today.”

One week and two hours of phone calls later, I finally have my Internet appointment set-up. I must say though, I am extremely dissatisfied with my services from Frontier and Direct TV communications regarding this issue. In no way, shape, or form, should I have been the one who had to call to figure this out. And at the end of the day, nothing was really accomplished and I still do not know where the two other orders are. Both orders, mind you, I gave my credit card to the representative each time. It is very unsettling to feel so in the dark and feel that I was trying to beg for services from Frontier Communications. I also do not appreciate the fact that Direct TV just brushed off my issue and had me call Frontier to figure it out.

I was so excited to set-up our new services and this entire experience has been a nightmare.

Sincerely,

Sarah Patten
sjpatten@live.com