Frontier - Is it worth writing?

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Sep 9, 2018
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Where I live, we are VERY limited with our phone/cable/TV providers. Cox is the juggernaut with Frontier running a close second. I was a Cox customer for several years until the bill for basic cable was out of control. I switched to Frontier (July 2019) and my bill was cut in half. I added Roku and have been very happy ever since. I have never had any issues with CS or with technical support.

I called this morning to ask a question about my bill. While talking to the representative, I mentioned I was disappointed that the promotion I was offered at sign-up ($100 Visa GC and one-year Prime Membership) was virtually impossible to redeem. The CS rep informed me that this was because the promotion actually ended in April 2019! A bit surprised, I stated that this was seemingly deceptive and it seems like I was offered a promotion that didn't even exist just so that I would sign up. The CS rep was polite and stoically apologetic, but that's it.

Heeding Judy's (@jsn55 ) advice about dealing with lower level CS reps, I politely ended the call. I am very bothered by this practice, but also not surprised. They have filed for Chapter 11 bankruptcy protection, so I'm sure that my issues aren't of any concern to them. And since Cox is more than double of what I'm paying now, I'm not really in a position to switch.

However, I still feel like I want to say SOMETHING to somebody. Offering me (or anyone) a promotion that doesn't exist is pretty gross (even though I'm sure it's typical). To answer the basic forum question: No, I don't have it in writing. When I looked at my confirmation email, it didn't include the promotion (although I don't know if it would have or should have).They give the disclaimer that "these calls are recorded for CS blah blah blah," but I know that isn't going to happen in this case.

The other forum question is: what is the outcome that I'm looking for? Truthfully, I'm not sure. I've learned from @Neil Maley that folks will say anything to get you off of the phone/out of their hair...so I assume they will also say anything to close a deal. I want to email them and politely let them know that as a customer who switched over to them looking for better service, I find this practice very distasteful and deceptive. But I also realize that unless I'm looking for something specific....or have proof.....it's probably pointless.

Does anyone have any suggestions? Or should I just let it go?

Thank you for everything! I read the forums every day and I truly appreciate all that you do for us on your own time! :)
 
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Neil Maley

Moderator
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Advocate
Dec 27, 2014
23,469
23,434
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New York
www.promalvacations.com
We have a second home in Florida and are stuck with either Xfinity or satellite so I can totally relate.

You have a false advertising issue. You can write to the Consumer Affairs Dept. in your county.

You can also file a fraud complaint with the FTC. That is deceptive advertising.

 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
23,469
23,434
113
New York
www.promalvacations.com
I’d also write to Frontier Executives. You have nothing to lose by expressing your dissatisfaction and you have articulated it well. I think you should ask for the gift card that was advertised or sn equivalent.

Here are the company contacts:


Here is how to escalate it:
 
Sep 9, 2018
70
171
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Thank you, Neil! I see that they are located in my home state of Connecticut, so maybe some Nutmeg solidarity will help (just kidding). I will remember the three P's when writing. I realize that I am not really asking for a favor or an exception, just for them to honor what they promoted. However, since I have nothing in writing, I will use all the honey and no vinegar! I will absolutely file with the FTC, as well, but maybe I'll wait until after I (hopefully) receive a positive resolution....I'm not sure if an FTC compliant gets sent to Frontier anonymously or not.

Again, @Neil Maley , thank you SO much for your response. I appreciate it so much! :)
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
23,469
23,434
113
New York
www.promalvacations.com
You know we always say you have nothing to lose by writing. We’ve seen many instances of a well written letter hitting the desk of a sympathetic executive and turning a no into a yes. Go for it.
 
Sep 9, 2018
70
171
33
Good morning!

I have an update:

Yesterday, I wrote to the first contact on the list (John Maduri) and I received a personal response from him this morning.

He acknowledged receiving my email and asked for some time to allow his team to research the matter. He also cc'd the Senior Manager of Customer Care as well as the Office of the President.

Fingers crossed for a positive outcome! I'm happy, though, to have at least received a real response to my email....and in less than 24 hours!!

I'll keep you posted!! :)
 
Sep 9, 2018
70
171
33
UPDATE:

***SUCCESS***

I heard back today from the Account Specialist (Brenda) who was in charge of my case. She wrote that while the promotion was long-expired and unable to be reinstated in its regular form (Visa GC and 1-year Prime membership), she was going to take the value of the promotions ($219) and add it to my Frontier account. So I now have a credit with Frontier of $219.

This is a very acceptable solution for me as I still intend to be their customer and with this credit, my Frontier bill is essential paid up for the next four months. I know that it may seem like "funny money" to some, but I was not wanting to switch to another provider anyway. So with this credit, I can take the money I was going to use to pay my monthly bill and use it to renew my Prime Membership! I just checked my account and the credit is already there!

I absolutely could NOT have done this without this Forum! Everyone here has taught me SO much! In case it;s helpful for someone in the future, I wanted to share the email I wrote....which the folks on here helped me with via their suggestions in other posts:

-----------------------------------------------------------------------------------------------------------------------

"I am writing to ask for your help with an issue. I would first like to say that to date, I have enjoyed my time with Frontier and am incredibly pleased with my service so far.

In June/July of 2019, I switched over to Frontier from Cox. At the time, Frontier was offering a special promotion for new customers ($100 Visa gift card and a one-year subscription to Amazon Prime). While that was an enticing factor, the word-of-mouth regarding Frontier's stellar customer service and technical support was ultimately the deciding factor for me to switch.

The sign-up process with the sales representative was smooth and seamless. He was very friendly and pleasant! After the order was complete, the representative informed me that in order to redeem both offers, I had to have three consecutive months of service that was paid in full and then both offers' redemption codes would be sent to me via email.

In October of 2019, I initiated an online chat to inquire about the status of my promised offers. The representative informed me that I actually needed to fill out and return forms to Frontier in order to receive both offers. Not only was this not disclosed when I signed-up, but now the chat representative informed me that the deadline for submitting these forms had passed.

Despite this hiccup, I have been nothing but pleased with Frontier's customer service and technical support. I have contacted both departments on several occasions and have received excellent service/problem resolution on all occasions!

I called for Billing support this morning (7/7/2020) and spoke to a very nice gentleman named Lance in your WV office. While Lance was researching my unrelated billing question, I mentioned to him my disappointment with not being able to redeem the Visa/Prime promotion when I originally signed up. After checking my account notes from sign-up, Lance informed me that the reason why I was unable to redeem these offers was because they had actually expired in April of 2019, 2-3 months before I even became a customer. That was a surprise, to say the least!

To date, I have had nothing but positive experiences with Frontier. I am completely confident that the sales representative who sold me the package and included the Visa/Prime promotions did so in good faith, not realizing that they expired and no such promotion existed at that time.

Since these promotion were given to me as part of switching from my then-current provider to Frontier, I am respectfully asking for you to please honor this promotion as promised when I signed-up.

Other than this oversight, I am incredibly pleased with the service Frontier has provided thus far. I would love nothing more than to continue our partnership and support your business which resides in our beloved state of Connecticut!

Thank you very much for taking the time to address my concerns. I look forward to hearing from you and working on this resolution together.

--------------------------------------------------------------------------------------------------------------------------------

Thank you everyone for your support, advice, and knowledge! Everyone's stories and insight gave me the confidence to advocate for myself in a way that was polite, firm, and respectful. I have already emailed Brenda's supervisors to let them know not only my satisfaction with the handling of this issue, but also the outstanding customer service I received from her.

Thank you, again! I love this Forum like family! :)
 
Last edited:

BittyBoo

Jul 30, 2018
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895
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UPDATE:

***SUCCESS***

I heard back today from the Account Specialist (Brenda) who was in charge of my case. She wrote that while the promotion was long-expired and unable to be reinstated in its regular form (Visa GC and 1-year Prime membership), she was going to take the value of the promotions ($219) and add it to my Frontier account. So I now have a credit with Frontier of $219.

This is a very acceptable solution for me as I still intend to be their customer and with this credit, my Frontier bill is essential paid up for the next four months. I know that it may seem like "funny money" to some, but I was not wanting to switch to another provider anyway. So with this credit, I can take the money I was going to use to pay my monthly bill and use it to renew my Prime Membership! I just checked my account and the credit is already there!

I absolutely could NOT have done this without this Forum! Everyone here has taught me SO much! In case it;s helpful for someone in the future, I wanted to share the email I wrote....which the folks on here helped me with via their suggestions in other posts:

-----------------------------------------------------------------------------------------------------------------------

"I am writing to ask for your help with an issue. I would first like to say that to date, I have enjoyed my time with Frontier and am incredibly pleased with my service so far.

In June/July of 2019, I switched over to Frontier from Cox. At the time, Frontier was offering a special promotion for new customers ($100 Visa gift card and a one-year subscription to Amazon Prime). While that was an enticing factor, the word-of-mouth regarding Frontier's stellar customer service and technical support was ultimately the deciding factor for me to switch.

The sign-up process with the sales representative was smooth and seamless. He was very friendly and pleasant! After the order was complete, the representative informed me that in order to redeem both offers, I had to have three consecutive months of service that was paid in full and then both offers' redemption codes would be sent to me via email.

In October of 2019, I initiated an online chat to inquire about the status of my promised offers. The representative informed me that I actually needed to fill out and return forms to Frontier in order to receive both offers. Not only was this not disclosed when I signed-up, but now the chat representative informed me that the deadline for submitting these forms had passed.

Despite this hiccup, I have been nothing but pleased with Frontier's customer service and technical support. I have contacted both departments on several occasions and have received excellent service/problem resolution on all occasions!

I called for Billing support this morning (7/7/2020) and spoke to a very nice gentleman named Lance in your WV office. While Lance was researching my unrelated billing question, I mentioned to him my disappointment with not being able to redeem the Visa/Prime promotion when I originally signed up. After checking my account notes from sign-up, Lance informed me that the reason why I was unable to redeem these offers was because they had actually expired in April of 2019, 2-3 months before I even became a customer. That was a surprise, to say the least!

To date, I have had nothing but positive experiences with Frontier. I am completely confident that the sales representative who sold me the package and included the Visa/Prime promotions did so in good faith, not realizing that they expired and no such promotion existed at that time.

Since these promotion were given to me as part of switching from my then-current provider to Frontier, I am respectfully asking for you to please honor this promotion as promised when I signed-up.

Other than this oversight, I am incredibly pleased with the service Frontier has provided thus far. I would love nothing more than to continue our partnership and support your business which resides in our beloved state of Connecticut!

Thank you very much for taking the time to address my concerns. I look forward to hearing from you and working on this resolution together.

--------------------------------------------------------------------------------------------------------------------------------

Thank you everyone for your support, advice, and knowledge! Everyone's stories and insight gave me the confidence to advocate for myself in a way that was polite, firm, and respectful. I have already emailed Brenda's supervisors to let them know not only my satisfaction with the handling of this issue, but also the outstanding customer service I received from her.

Thank you, again! I love this Forum like family! :)
Aww we love you too!

Welcome to the club of forum members who have personal experience that the Elliot Advocacy method really works!
 
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