SUN CITY CENTER, Fla. (WFLA) — On Friday, it will be two weeks since 82-year-old Susie Gaither has had a working phone. Gaither is a Frontier customer who had no issues with her service until Verizon switched to Frontier on April 1st.
Gaither’s neighbors tell News Channel 8 they worry about the senior citizen, who has health problems and lives alone, but can’t make a call if she needs help. Those neighbors have begun making calls to Frontier and while service technicians have come out and fixed her cable, Gaither is still without phone service.
Gaither is one of dozens of people who sent emails and social media complaints to News Channel 8 about Frontier service.
Many people have complained about technicians who don’t show up for scheduled appointments, others tell us they’ve spent hours on the phone trying to get help.
Outside the Verizon store in Brandon on Thursday morning, one client walked out of the store yelling “Frontier blows,” but he didn’t want to elaborate on why.
News Channel Eight took many of the customer concerns we heard to Frontier Communications. The answers below are from spokesman Bob Elek.
Two weeks in, what has Frontier done to improve service disruptions?
There are still issues and we known that that is the case. We’ve also seen the jobs completed rate more than triple from the early first days and we are getting an 80 percent success rate in terms of addressing those jobs. That’s not good enough; it’s got to be better.
Is there any priority shown to those with health issues when repairing their service?
We do need to address that person and age might have something to do with it, public safety always as an issue, all of those things play into it.
Customers have complained of service technicians not showing up for appointments. What are you doing to fix the problem?
Well that’s not a good thing but we are also reaching out to each of those customers to reschedule at the earliest possible date available for them.
Can customers get refunds if their service has been disrupted for several days?
Customers have been considered on a case by case basis much like they always have with Frontier credits and things of that nature.
Can frustrated customers break their contracts without fees?
Frontier said coming in that they were going to honor all contracts deals, pricing that was in place in with Verizon before the transition. That really kind of falls into that same realm.
Elek also asked for any customer with service issues to call customer service or go online, but not go to the Frontier store fronts. Elek advised everyone to make sure a trouble ticket is created before hanging up to ensure that each service issue is reported correctly.
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