It’s a longer story that I care to share, but I needed to update the telephone account with Frontier Communications. I’ve “worked” with Frontier more than once and know enough to try to avoid it at all costs. But, today I had to dive in – if I wanted to ever see a bill from them again.
I used the instant messaging service Frontier provides because I thought it would help things be clearer, and to be fair, it was okay the first time I chatted with them. The representative on the first support chat was very good and helped do everything except add the “e” to the end of my name. I’m quite fond of that “e” but will wait another day to get it added to my last name. But, she rolled through the changes and presto I can login to the account.
From there, I notice that I’ve been signed up for paperless bills. This is a good option since my little email account follows me everywhere. The gotcha was that the first two notes from team FC (does the F really stand for Frontier?) got caught in Gmail’s SPAM filter. I checked online help with no luck and there’s nothing in the online bill pay section so fresh off my good interaction the first time I dive back into the IM chat, but this time …
It’s best to just read the chat first:
Frontier Chat:
Welcome! I’m an automated chat consultant from Frontier. I will assign you to a live consultant if needed.
You:
email address for online bills, avoid SPAM
Frontier Chat:
In order to assist you better today I will need to connect you with a live consultant. Please wait while I find someone to help you.
Rep whose name has been removed has entered.
Frontier Chat:
Hello Al
You:
Hi [name removed] – what is the email address Frontier uses to send online bills
You:
the two emails I received for the online enrollment got caught in SPAM
Frontier Chat:
Some computers automatically send them to spam because you have never added us to the acceptance list . the info you requested would be in those 2 emails
You:
oh, so it sends as Info@
You:
the notes didn’t contain anything to put Frontier on the White list
You:
or how
Frontier Chat:
You would need to open the emails first. I’m not sure how your computer program is set up to add Frontier as to the inbox list
You:
I have opened the notes and they don’t contain any guidance
You:
I know how to do it, I just need the email address that is used by Frontier
You:
which is why I asked
You:
I use Gmail and I just need to add that email address to my address book once that happens, everything is good
You:
please confirm the email address used by FC for bills
Frontier Chat:
I do apologize there are several different emails form Frontier depending on what is being sent . To chat with internet help desk, click this link- http://frontier.com/customerservice/2 Then, click the box in the middle of the page. It is a white and brown box. That is internet help desk :) OR You can contact them at 1.800.239.4430 if you prefer to speak on the phone!
You:
are you Customer Service for residential telephone?
Frontier Chat:
Yes Al I am
You:
does Frontier offer to send bills for residential telephone via email? rather than paper
You:
let’s skip ahead
You:
yes, Frontier does and has signed me up for that
You:
I do not have Internet with Frontier
Frontier Chat:
Yes , once you sign up for the online account
You:
I have residential telephone service and I’m asking the residential telephone rep the email that they use
You:
I have an online account which is why I know all of these things
You:
what I don’t know is the address used by residential telephone’s billing system to send to my gmail account
You:
which is why I’m attempting to get this information from you since it doesn’t come up when I searched help
You:
it wasn’t sent to me
You:
it is a state secret
Frontier Chat:
Al, I can not tell you the exact email address that the notices will be sent from. Your billing cycle date is the 22nd. When you receive that statement . You can then add that email address to the favorites list . Is there anything else that I can assist you with today ?
You:
for the record, you didn’t assist me on this inquiry
You:
and no, there isn’t
###
For the record, this wasn’t the representative’s fault. She was only providing the information that she had available. This was a failure of the systems to deliver the right information to her at the right time. Long run, this is the failure of every CXO on mahogany row more worried about their corporate retreat or trying to empire build with proposals to buy Time Warner Cable; it’s also the failure of design in which tech pubs and customer service area almost certainly in different silos.
All of this and I still don’t know the email address, but I know the date so I set a reminder one week before it’s due to check. So, how’s that customer experience?
