'Customer service is improving, according to Fairpoint Communications'

Customer service is improving, according to Fairpoint Communications

04/26/09 13:26

Fairpoint Communication says that its customer service arm is already improving two months after it was noticed by state regulators due to complaints from customers.

The company has acknowledged that there are still a lot of problems, including long waits on calls and errors in billing, but it also mentioned that things are far better compared to more than two months ago.

Link: VPR News: FairPoint says customer service is improving

On April 24, 2009 we discontinued our service with Fairpoint Communication and asked that a referral be left directing callers to our cell phone. Simple request, right? Not for FC. They have directed at least five other phone numbers to our cell phone making it nearly impossible to get any work done because we must answer the phone for fear that one caller might actually be correctly directed to us. FC has left referral numbers that are incorrect. This resulted in directing our callers to unknown numbers. The people at Fairpoint Communications can't get it right! Fairpoint Communications should not be allowed to operate a phone company with a repair department that is this incompetent. When I requested that I be reimbursed for my time when making the dozen plus calls during the last month to correct the problem (and as of today, our callers are still being directed to an incorrect number) as well as the time it took to answer unwanted misdirected callers, I was told the best they could offer was a $20 credit by Amanda in Customer Service who said "I will not deny that mistakes have been made". I wouldn't recommend Fairpoint Communications to anyone and no, IMHO their customer service/repair has not improved.

I have been attempting to get phone service started. Since 5/12 I have spoken with at least 8 different FC representatives, and from each one I have gotten a different story. We were supposed to have service as of 5/20. We still have no dial tone. Yesterday 5/21, Jen at the repair department told me that they would send someone out today 5/22. This morning another person, Pam, from repair called to say that the repair was placed on "Hold" and that could I go down in the basement to test the jack in the box for a dial tone. OK, did that. Called back and got Becky who said that I never had a repair appointment for today, but that the appointment is for tomorrow, Sat., 5/23. If this counts as an improvment in customer service/repair, I can't even imagine what it was like before the alleged improvement. No wonder they are losing customers. But, to the extent that FC has a captive market where cell phone service is not so great, FC has no incentive to improve since there is no competition. But, what a way to (NOT) run a business.

Improving? Are you kidding? My newest discovery about Fairpoint came today when, after 7 hours with their Customer Service supervisors, it became clear to all of us that their online billing system simply does not work at all. We also discovered that the Customer Service reps are looking at different web pages than customers in all States except Maine, because each State has its own web site to which users are redirected. This company is a complete joke, except that it's ripping off all of us.

At our camp in Windham, Maine, I've noticed that. when it's raining, we frequently have a

very noisy line and often lose dial tone.

Not from from our camp, I've noticed what appears to be a very sloppy cable splice, with wire dangling from it.

I've called the FairPoint repair service and they send out a repairman (on a sunny day) who finds nothing wrong with out phone.

The computer-driven repain service line does not provide for explanations -- such as the bad splice -- just for the usual phone not working reports.

I want to write a letter to FairPoint tio tell them about my problem and the likely culprit, the sloppy cable splice. Does anyone have a good email or snail mail address I can use?

This is especially important to me, since I use dialup for my internet access from Camp.

Harry.

You can send a message to information@fairpoint.com

I came home Friday nite and noticed I had no phone service. Not a big deal, I pull out my bill, find the service number and dial. What I expected was a dial 1 now, dial 2 now, response to my call. What I did get was an immediate text to my cell phone with the FC recording telling me to respond YES to the service. No, I don't want to pay $9.99 a month so I can find out I have no phone service. It appears FC decided they make more money and need less employees by getting people to pay an additional 10 bux a month for the priviledge of not providing service? I'd like to find the brain trust that decided FC was a good deal. I bet they have phone service....in their condo...on the beach...at their retirement villa! It's just another dose of the "new reality"!

F-

That is the score FC deserves. I own a business taking inbound calls (Resturant) and have had major issues with the lines (disconnects, phone will ring once and then go to a fax - I DONT HAVE A FAX....My customers complain about the fact that they cant get through). To top it off, I get a 588.00 bill, sit on hold for an hour only to have them say oops our mistake....it would have been credited at some point in the future. All calls maine from our number to another maine number show on our bill as calls to Mass. Although a technician has been dispatched, witnessed the error with the phone (by calling us with his cell) - they can't find anything (or so they say). Still a mystery....

Another nice feature is all the spelling errors every month in the invoice that we receive. Page two - I am sure you will find them.

If you're having problems with Fairpoint write to them at their HQ address:

Fairpoint Communications

521 E. Morehead St 250

Charlotte NC 28202

1. Include your name, address, phone number and account number and current date at the top of the letter.

2. Detail exactly the issues you are having, how long they've been unresolved, what you were told by phone reps and supervisors when you called and how long you were put on hold, how many times on hold and how many times you were given incorrect answers and

Communications are not improving in Alabama Billing and Collections. A Miss Davis could not tell me when I would receive a $56.03 overpayment due me since last summer would arrive ecept that it would come within 30 to 60 days of being requested. Well... Fairpoint customers (ex-customers) must request their $$'s due them (due to Fairpoint)computer glitches bad accounting, or other. They won't just send it to you they will however send you a statement monthly telling you there is a "($ amount)" on their books in your favor. Miss Davis does not have a supervisor. When asked, she told me she is the supervisor in their billing and collections department. "You must have a supervisor who does your annual employee evaluation, they must be your supervisor"? "I can't give you that, I don't have a supervisor". "Sure you do or you shouldn't be there, we all have a supervisor. I'm a supervisor and I have one." She gave Mr. Davis Hauser's the CEO's name. Well, I said to her. Mr. Hause doesn't even know you and furthermore, you just told me you don't have his number. What a crock...

These people are lazy and elusive. Don't deal with them except to press your need and that due you. She couldn't even give me a date when I could expect the $56.03 due me since last summer. They could tell me I requested it on November 24th so it would be her within 30 to 60 days. I'll sleep on that one. So.... If Fairpoint Communications (hardly) owes you any $$ you must request it of them directly and wait 30to 60 days. Don't expect them to just send it to you. Mind you, you will, in the meantime receive overpayment statements monthly. How cost effective! If they owe you $$ call billing and collections, ask for Miss Davis (Not good at her job except for being elusive) and ask he for your $$ directly. Number 1-866-529-1303. Then sit back and wait until it or another statement arrives... Don't give up. I'm still waiting...zzzzzzzzzzzz

I have been making payments through my bank to Fairpoint. They have not been received or returned to my bank but I am still receiving my bills saying my payments are late. No one has been able to help me since January 14th. This has been the worse, I know they have consolidated their programs and I think I have been dropped from their world. I am no longer going to make anymore payments and see what they do. I can like without this phone but if my credit gets marked I will be furious. I have spent way to many hours asking for help, I have been bounced around from person to person and No One will offer any advice except start over and send them more information which doesn't go anywhere.

This is the worst customer service I have ever had to deal with.

Name:     (required)
Email:    (required, not published)
Comment: