Erin Kurtz on customer impact
From Frontier Communications VP addresses rocky Verizon transition · · FOX 4 Dallas-Fort Worth
“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.”
On , Erin Kurtz, Executive Vice President & Chief Communications Officer at FRONTIER COMMUNIC PARENT INC, spoke about customer impact during Frontier Communications VP addresses rocky Verizon transition on FOX 4 Dallas-Fort Worth.
About Erin Kurtz
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.