This letter is being written regarding your poor service. This is the third time withi...
GetHuman-paunicka's customer service issue with Frontier Communications from May 2019
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The issue in GetHuman-paunicka's own words
This letter is being written regarding your poor service. This is the third time within * weeks that our internet has gone down. The first issue was resolved in * days and I did speak with Ginger from the office of the president who acknowledged there were issues. On May **th our internet was again down for aprox ** hour and per recorded communication we were told it was a system failure and we would be informed via text when it was resolved...….still waiting on that textl although the service was back. Last night again our internet was down. My husband was on hold for ** min and was told it was not a system failure and then waited to be connected to technical services. He then spent ** min going through additional trouble shooting to be informed that this was a switch issue on your end and it should be resolved in ** hours. I in the interim called the office of the president and relayed the lost service issue. I told you rep we had had this issue previously and that Ginger was the last rep I spoke with and perhaps he could either connect me with her or see notes in the system. He said no records were kept...…………….I have serious problems with you being a "communication" service and no notes regarding previous interactions with customers are available.....somehow I find that bordering on the absurd. He then without asking what he could do proceeded to forward me to technical services where I was told I would have a ** min wait...…………..seriously, I did not call the office of the president to be cavalierly forwarded to another site. I have written * letters of complaint in my life and your company has received * of them. I have issues with the poor communication between you as the supplier and me the customer:* the first time after no less than * calls we were connected to an agent in India who was the one who informed us the service would be out for * days...……...this after speaking with mult other reps. *. We have yet to receive an email stating that our service has been restored...….I reserve further comment on that *. after being told it was not "your" issue but something in our modem and then going through trouble shooting only to find that it is your issue again speaks to poor quality control. *. I find it hard to believe that you do not keep records regarding customer interactions as again you are a communication service. *I would like to know what you plan on doing regarding these issues of frequent outages which are not problems on our end, long wait times to speak to agents, and finally resolution of informing us of when the issues is resolved. I was taught not to complain without offering a solution and I am at a loss. *** ***-****
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