Executive Vice President & Chief Communications Officer, Frontier Communic Parent
Search every verified Erin Kurtz interview, podcast appearance, and on-the-record quote — each transcript cross-checked by AI and human review to confirm speaker identity. In September 2016, Erin Kurtz, then Frontier Communications' South Region Vice President of Marketing, addressed customer complaints following the company's transition from Verizon FiOS in Texas. Kurtz acknowledged the transition "has not gone as well as we had hoped" and apologized for customer frustrations, stating the company would proactively apply bill credits for service outages without requiring customers to take action. She described an action plan that included 11 technicians from Indiana, 65 additional contractors, and a focus on bringing call center operations back to US-based facilities. Kurtz stated that the company was "committed to earning their confidence and trust" and would address contract cancellation fees and other concerns on a case-by-case basis for customers wishing to cancel service. She attributed some challenges to the complexity of transferring "over 440 million data elements" and to weather conditions in Texas, while emphasizing that Frontier's priority was improving the customer experience.
“We absolutely apologize for the frustrations that our customers are experiencing and we take every single one of their issues seriously. We are committed to and will take care of any customer who has contacted us with a service outage by applying a bill credit proactively with no action necessary on their part.”
“We have 450 technicians in the market today, former Verizon employees that we've trained and are servicing our customers. We've also brought in 11 technicians from Indiana who will be with us through the end of the month, plus 65 contractors added since the day of the transaction.”
“We transferred over 440 million data elements in this large and complex transaction. April was a tough weather month in Texas which added to our challenges, but we have made progress and are focused on improving the customer experience every day.”
“We understand the frustrations of business owners, medical professionals, and others who have lost money or cannot perform their duties due to service outages. Saying we won't charge for our screw-ups is the bare minimum; we will take individual situations on a case-by-case basis to provide additional relief.”
“Our focus is to place our first call response in our US-based call centers. We expected high call volumes and have engaged third-party vendors to assist. Our goal is to shorten wait times and bring all calls back into our own call centers.”
“We cannot go back but are going forward with our number one priority being our customers. We are making progress every day and are committed to earning their confidence and trust.”
“For customers wanting to cancel service due to ongoing issues, we will address contract cancellation fees and other concerns on a case-by-case basis, understanding their frustrations and wanting to take care of every single one of 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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