Poor Service From the Frontier Communications Lynnwood WA Office.
High Speed Internet Installation. - Complaint
REDMOND, WASHINGTON -- Being from India, I feel a bit embarrassed when people in this country ridicule outsourced customer support. Frontier however proves that these are nothing more than stereotypes. Incompetence just like every other quality transcends every possible human division. After being with Comcast for 4 years, I thought I'd switch to Frontier and save some money on their monthly plan by not having to pay for TV - I took local stations from Comcast, and would never watch it. It was working out to be 10 dollars cheaper switching to Frontier per month. Sounded like a good deal. I did not think much about being asked to wait 15 days, but decided that it would be worth saving 10 bucks on my monthly bill. I had Comcast disconnect me on the 18th of May, so that there would be no complications with going into their next billing cycle.
Frontier gave me an 8am to 8pm window for installation. No one showed up. I was at home the whole day with no TV or internet, since I had disconnected with Comcast. I had reminded Enrique (the person who took my installation order), at 5:30 P.M. on the 23rd about my installation. I also called at 5:30 P.M. on the 24th and expressed concern about nobody having shown up. I was informed that a technician named Brad was assigned my installation. His supervisor Leo (more about this guy later) was not picking up his phone. At 8:30p.m, I called again and got the machine. I left a message stating that if Brad or anybody else was unable to do the installation this day, I would like to cancel my order.
I got a voicemail the next morning from a lady who did not know anything about my order stating that she could not do anything about the message I had left last night without my name or order number - ok my bad. So I called them back to request cancelling my order. I was placed on hold for 5 minutes. The person on the phone was trying to get me to change my mind - the strategy was to tell me that I was not at home when the technician came by. Nice try.
I told him that I would have none of this BS, and that I just wanted to cancel the order so that I did not have to deal with these people again. He said he was unable to do that, and he gave me another number. So I had to call that number which was the usual customer help line and get the order cancelled. I was relieved for more reasons than just described :-
1. Their incompetence was apparent, when I signed up. I had spoken to Leo (the supervisor mentioned earlier) first about rate plans and contracts. He said 39.99 for a 15Mbps connection with no annual contract. He then asked me to call Enrique to place the order. Enrique informed me that Leo was wrong, and that there would be an annual contract, if I did not want to pay for the 139 dollar modem + a 20 dollar installation fee. I'm glad I escaped these people before I signed that contract.
2. I called back Comcast, and of course did not mention anything about Frontier. I told them that I was willing to take them back if they gave me a good deal. And sure enough, I got a sweet deal. 34.99 for 25 Mbps + 50 channels of TV for 6 months, and 54.99 for the next 6 months. I know I'll have to haggle with them after that. Perhaps get back my old 50 dollar plan for 15 Mbps + basic TV. But none of this would have materialized if I had not tried to jump ship in the first place.
Moral of the Story : Frontier sucks. Learn to haggle with Comcast - it's a good thing I grew up in India :)