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'We Were Ready to Walk Away’

By Theo Carracino

When a customer is out of service, ready to cancel his service, is so dissatisfied that he calls the FCC-- and then calls Frontier’s President and CEO Dan McCarthy directly, there’s a moment when you ask yourself: How are we going to turn this around into something good?

Enter Fiber Network Field Techs Jimmy Melendez and Aaron Curry in Irving, Texas. They were called on to help Timothy Potwin whose service was completely out – no phone, no Internet and no TV.

When Jimmy and Aaron were done, Mr. Potwin picked up the phone and called Executive Escalation Specialist Jack Achterberg.

Listen to the voice call from the Frontier customer at https://www.dropbox.com/s/ks9xgqzecy6mk9v/Frontier%20recording.wpl?dl=0