I wish I could say that I am a savvy customer – one who is always a step ahead of each and every vendor – but that would be a lie. I am not that person. However, almost by accident, I recently managed to get Frontier to lower the rates on my bundled (TV-telephone-internet) plan.
How I contacted Frontier
I wouldn’t have contacted them at all if not for the headaches I was experiencing with my Netflix instant view, which was hiccuping so severely that we couldn’t bear watching it. Because a speed test indicated that my DSL download speed was fluctuating between 0.8 and 2.0 Mbps, and because I am paying for 3.0 Mbps, I contacted Frontier tech support (1-877-500-5518) to seek help. The technician was indeed helpful and diagnosed my problem as a faulty modem. So far so good, but here is the rub: although my existing modem was free with the DSL service, Frontier now charges $6.99 a month for their modem/routers. Not good.
“After I have been putting up with sub-standard service,” I pleaded, “don’t you think you should waive this rental fee?”
“Sir, tech support does not have the authority to make those decisions, but if you stay on the line, I will connect you to someone who might be able to help you.”
Getting My Frontier Rates Lowered
After a brief wait, Jane introduced herself and asked how she might be of service. She heard my story and replied, “Mr. Plemon, we are not able to waive the rental fee on your new modem, but I will look at your file to see if we can find some other savings for you.”
“OK … I see that your bundle discount has expired, but we could lower your bill by resetting it. Also, because you have been a long time customer, we can give you an additional $10 a month savings. Let’s see … even with the new $6.99 monthly fee, it looks like your total bill will be reduced by $20 a month. How does that sound to you?”
Being braced to argue about the new $6.99 monthly fee, I was blown away that Frontier was offering me a net savings of $20 per month. “That sounds pretty good to me.” I replied.
“Thank you, Mr. Plemon. I will make those changes immediately. Your new modem will be delivered by UPS in three to five business days. Is there anything else I can help you with?”
I asked a few questions about the modem and that was it. Just like that I was able to cut my bill by $20 a month.
A Bittersweet Victory
Yet I wasn’t exactly kicking my heels together. Why? Because these savings have undoubtedly been available for months, if I had only asked. It would be nice if Frontier would apply them automatically, but they don’t…not even my long time customer discount.
Evidently Frontier’s business model is “Let sleeping dogs lie, but oil the squeaking wheels”.
Lesson learned: Proactively ask for discounts. If you wait for a vendor to offer, you will be waiting a long, long time.
Readers: have you been able to get your TV/land line/internet fees lowered? How did you go about it?
Nice work – I love it when those things happen. I too always feel like I have to gear up for a fight.
I usually only get discounts when I tell them I’m switching providers. lol
Good job! I just lowered my cable/internet bill by $30 per month. I did it by just asking questions. I spoke to the customer retention dept. and asked if they culd lower my bill? The rep was good and asked me a few questions nd reduced my bill.
I was having the same problem with my Frontier HSI service fluctuating between 0.8 and 2.0 Mbps for almost a year when I was paying for as Frontier puts it up to 3Mps. I had to contact the CEO of Frontier to get any get the problem solved. It pays to be a squeaky wheel when it comes to Frontier’s crappy customer service.
I call up every year to reinstate the triple play intro rate. The last time it took a little bit more “muscle” the guy actually tried to guilt me into pay more!
Him: “You know that was for just a year you should have known it was going to go up”
Me: “Am I in a contract?”
Him: “No”
Me: “Lower it or I am leaving”
Him: “Sir, but you agreed to the lower price for a year”
Me: – Getting annoyed “Either lower it or I am leaving, it is that simple”
Him: – Reinstated promo rate
Win!
@Corey — Yes, I was geared up for a fight, but it turned out I didn’t need to.
@Alex — Your strategy seems to be the most common, and probably the most effective.
@Krant — Wow. You saved 30 bucks a month simply by asking! Did you have to make any threats (such as switching companies)?
@Mick — I am still having issues with the speed of my DSI. Sometimes it is around 3 Mps, but other times it drops to about 1 Mps. Frontier has promised to send a tech to my house, but as of today (Dec 7) it hasn’t happened. We will see. I might need to get the number of the CEO from you!
@ Evan — I love your dialogue and your in the face threat. All of these companies would rather keep customers at a promo rate than lose them to the competition. My problem is that I wasn’t ready to leave Frontier because I don’t like what the competition in my area offers. I am not a very good bluffer!