News : Frontier Compensates ex-Verizon Customers for Service Faults
Tampa Bay, FL, USA, May 16, 2016 -- US cable operator Frontier Communications’ senior vice president and general manager of Florida operations, Melanie Williams, made a public apology "to every Tampa Bay area customer who has experienced service disruptions" related to service outages that have occurred since Frontier took over Verizon’s landline phone, internet and TV services on 01 April.
The Tampa Bay Times writes that the company pledged to make bill credits by the end of June for every customer who has reported a service outage. Frontier said previously that it would provide refunds to customers who requested one. It will also start using a US-based call centre as the "first choice call response team" for calls from its Floridian customers.
The cabler said average call wait times are now between 30 seconds and two minutes. Frontier is establishing a special residential customer care phone number, staffed from 07:00 to 23:00 daily for the next 30 days. It is also forming a "SWAT Team" to coordinate rapid response to service outages.
The company was publicly called out by Florida attorney general Pam Bondi and agriculture commissioner Adam Putnam after their received over 850 complaints combined. Bondi responded to Frontier’s stated commitments by saying, "I am cautiously optimistic that Frontier's disruptions in service will be quickly resolved. However, my office will continue to work with the company on each consumer complaint until they are all appropriately addressed."
According to Frontier CEO Daniel McCarthy, less than 1 percent of the 3 million customers affected by the transition in Florida, Texas and California have experienced service outages. About 535,000 of those customers are in Florida, mostly in the Tampa Bay area, adding that the company was not satisfied with that result.
Bondi issued a press release in which she wrote, "The problems created during Frontier’s acquisition of Verizon are leaving some Florida seniors without the security services they paid for, and to complicate matters, without telephone service, many of them may not even be able to dial 911 in case of an emergency. I asked Frontier to do the right thing, fix these problems as soon as possible, and issue refunds to all consumers who have experienced an interruption in their services, without the customer having to request a refund."
Posted by Veronica Silva Cusi, news correspondent
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About Frontier Communications:
Frontier Communications Corporation (NASDAQ: FTR) offers voice, broadband, satellite video, wireless Internet data access, data security solutions, bundled offerings and specialized bundles for residential customers, small businesses and home offices and advanced business communications for medium and large businesses in 27 states. Frontier’s approximately 15,400 employees are based entirely in the United States.
Published: Tuesday, May 17, 2016