Executive Vice President & Chief Digital Information Officer, Frontier Communic Parent
Search every verified Melissa Pint interview, podcast appearance, and on-the-record quote — each transcript cross-checked by AI and human review to confirm speaker identity. In September 2016, Melissa Pint, then serving as Frontier Communications' South Region Vice President of Marketing, addressed customer complaints following the company's acquisition of Verizon FiOS accounts in Texas. Pint acknowledged that the transition "has not gone as well as we had hoped," citing the complexity of transferring over 440 million data elements and additional challenges from severe weather. She stated that the company had deployed 450 technicians, including former Verizon employees, along with 11 technicians from Indiana and 65 contractors to address outages and service issues. Pint outlined a customer service action plan that included proactive bill credits for service outages and case-by-case evaluation of contract cancellation fees for dissatisfied customers. She emphasized that Frontier was "committed to earning their confidence and trust" and was working to shorten call wait times by bringing operations back to U.S.-based call centers with third-party vendor support. Pint noted that while the company could not reverse the transition, it was "making progress every day" to improve the customer experience.
“We transferred over 440 million data elements in this large and complex transaction, and while we were prepared, the transition has not gone as well as we had hoped, especially with the tough weather in Texas adding to our challenges.”
“We have 450 technicians in the market today, mostly former Verizon employees, plus 11 technicians on loan from Indiana and 65 contractors added since the transaction to improve service and address outages.”
“We are committed to customer service and to show it, we will not charge customers for times when service was out; that is the bare minimum, and we are taking individual situations on a case-by-case basis to provide further relief.”
“We understand the frustrations our customers are experiencing and will apply bill credits proactively for service outages without requiring any action from them.”
Rachel McGalian is Frontier's south region Vice President of Marketing. She admitted the switch has not gone smoothly. FOX 4 is ...
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