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I was sure the 'email the CEO' trick was a waste of time, then Frontier credited me $187
I always rolled my eyes at the people saying 'just email the CEO's office' because I figured those messages go straight to a trash folder. Back in March my internet was dropping every night around 8pm for almost 3 weeks, and after 4 calls and 2 tech visits they told me it was 'my equipment' even though the router was brand new. So I did the dumb thing and looked up the CEO's email, sent a short note with my account number, the dates of the outages, and the reference numbers from every call. Someone from the executive team called me within 2 days, and a real tech came out, found a bad line at the pole, and fixed it in an hour. They also wiped $187 off my bill for the lost service without me even asking. Has anyone else tried this and gotten a real callback, or did I just get lucky?
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price.ray8d ago
Heard a guy on a podcast talking about this exact thing, and he said the trick is keeping it short and factual like you did. He said the big wigs have people whose whole job is to handle these messages so they do not blow up, so it does get read. The key part he mentioned was including the call reference numbers, since that shows you tried the normal way first and got nowhere. Sending a long rant probably gets tossed, but a short note with dates and account info makes it easy for them to look into. I have not tried it myself but after reading your post I might next time I get the runaround. Two days for a callback and money off the bill is pretty solid.
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