I'm a recent customer from Beaverton, OR. My TV and Internet service started in May. The quality of service (50/50 Internet and Prime HD) is fine so far.
Given my experience with Comcast sales agents and customer service, I decided to physically go to a Frontier store to get written sales order. I'm glad I did -- at least I have that...When I signed up, there was promotion for free HBO for two years. And it is stamped in bold letters on the sales order. My girlfriend wants HBO and it was one of the reasons why we made the switch to Frontier.
When the service started, HBO wasn't connected. I called customer service and told them about the promo and the guy said he'll note it in the account but he can only do it free for one year! So the first bill comes for May + June -- the service started on May 2nd. I see that HBO is fully charged!
Then I go to the Frontier store I signed up at and explain the situation. I'm told that they'll look into this and call me. After a week I go back, and they're still working on it. He told me also to call customer support. Now I'm getting worried.
I send a message to the office of the president,
https://frontier.com/office-of-the-president-form
and to Kelly Morgan (I just realized that he's not heading customer support but the Security bundle stuff...).
Yesterday, I check my account online a see an order was placed a week ago for Starz Encore with a two year date range! I chat online with a rep about it and he's completely useless -- first thing he tried was to sell me the stupid security bundle... Then I make a telephone call and this lady is better and say it's a free promo for two years! Now I'm thinking they gave me Starz instead of HBO.
I called Frontier again today and the rep sounds better than average rep. He said he'll credit my account for two months of HBO. Then he said he'll talk to the promo department and fix this. After a minute or two he told me that he was told that the current promo is for Starz/Encore and unfortunately, they can't do HBO promo at this time!
I'm so pissed that this is costing me so much time! Any suggestions? Thanks.
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