There's a lesson in every challenge we face as consumers, but Frontier has gone overboard in the list of things quickly moving them to become one of the most hated companies in America. Seriously, this is a company who would have a hard time selling pretzels and beer in a ballpark! The pretzels would be stale and you'd get your beer just as the game was ending and you were headed to the parking lot!
We moved on December 22. Here's the short version of the experience so far:
To date I've invested over twenty hours in hold time and talking with their reps. There are approximately ten people who have tried to help, two of them part of the executive team in CEO Daniel McCarthy's office. By the way, my frustration at one point was so high, I even made an attempt to speak with him directly. I couldn't get a call through to him, but I can't help but wonder if he really understands the ship of fools running the company.
The people on the front line couldn't be nicer. They promote the fact that they're an American company. I'm not talking to somebody on the other side of the world who doesn't understand my frustration. I love that, but even dealing with companies with overseas customer service, I typically have been able to resolve my problems.
So here's the point...
Last on the list, if you've got a choice in phone, Internet and television service don't use Frontier! While everybody you talk to will be professional and empathize with your problems they're the Fisher Price of phone companies. Our lives are too sophisticated to have to deal with a "my first phone company" experience!
And to "Lanette" in the corporate office, who's trying hard to resolve my issues, my post this morning isn't meant to show any disrespect for your hard work. You're the one shining star in this whole experience. You've worked hard to resolve every problem, but as I said to you earlier in the week - you don't get the support from the other departments. I shouldn't have to contact you whenever there's a problem. Every time you try and help you're flying without a net!