Meet Frontpoint: Service Like it Used to Be

Posted by , , at 10:03 am

Unfortunately, most of us are all too familiar with bad service. The simple task of calling to ask a question or resolve a billing issue often results in endless phone trees, countless minutes on hold, or even worse, a situation like this.

Even after all that, if you do end up speaking with an actual person, the service is usually delivered with anything but a smile. Can’t it all just be easy, or, dare I say, pleasant?

Well, that’s Frontpoint’s goal. We make it our mission to provide you with service unlike any you’ll find in the industry, or any industry, for that matter.

“I thrive just knowing that what I do has a direct impact on the customer experience,” said Fernando Lopez, Frontpoint Account Specialist. “I am part of a great team of people who work diligently to move the needle of customer satisfaction every minute of every day.”

We don’t just want to give you good service, we want to give you service like it used to be, in days gone by. Like when you would pull up to the gas station and the attendant would walk out, greet you by name, and proceed to fill up your tank. Or like when the server at your local diner would come by and refill your coffee without you even having to ask. Those days are seemingly gone, but they don’t have to be.

“It’s about anticipating needs,” added Alanna Byrd, Senior Customer Support Specialist. “You know what the customer needs, and you get it to them, often times before they even realize they needed it. I work with an amazing group of people that take service to the next level, and I feel proud when I talk to my friends and family about what I do here. I love knowing that even just one person’s day, whether it was a customer or co-worker, was made a little better after talking to me.”

This is what Frontpoint aims to bring back – not just great service, but service that actually makes you feel great.

Sure, it’s a lofty goal, but it’s a task that we wouldn’t be taking on if we didn’t feel it was realistic.

So, please let us know how we’re doing. Any and all feedback helps us get better and ensures that we consistently deliver the type of service you deserve.

Comments (24)

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  1. Susan Carter

    I’d like to update my previous comment regarding the billing issue I had. I have now received the credit I had requested. My sales rep did finally call me as well as a supervisor to get the issue resolved. The resolution is a bit involved but it worked and that’s the bottom line. I truly appreciate the fast response, just wish I didn’t have to post a negative comment first. In any case, problem resolved. I’m happy. And as I stated before, the system itself is awesome. I especially love the video camera option. I peek in often to check on my pets to see what they are doing.

    • Gilbert Cho

      Susan, I’m extremely glad to hear that everything was sorted out for you! Once again, I apologize that you even had to deal with this issue in the first place – we know how bothersome it can be and do our best to avoid this kind of situation.

      Please let us know if there’s anything else we can help you with at anytime. Thanks!

  2. Susan Carter

    When I signed up for Frontpoint service it was agreed I would not be billed until November 2014 because my old system was still in place. Big surprise, I got billed for October. I e-mailed my sales rep using the reply to the e-mail that said I would not be billed. He did call me right away and said it would be fixed in a couple days. It’s a week later and guess what? No credit on my account. And now my rep is not responding to my e-mails. I hope this gets fixed. I like the system but will look into a breach of contract to break my contract and go with another company if this does not get resolved as promised. I value good customer service even more than the actual product.

    • Gilbert Cho

      Hi Susan, I’m truly sorry you’re having this issue and I’m working on it right now to get this fixed. I’ll do my best to resolve this quickly as possible and to keep you updated. My apologies once again.

      I’ll have one of our supervisors reach out to you shortly.

  3. Susan Carter

    When I signed up for Frontpoint service it was agreed I would not be billed until November 2014 because my old system was still in place. Big surprise, I got billed for October. I e-mailed my sales rep using the reply to the e-mail that said I would not be billed. He did call me right away and said it would be fixed in a couple days. It’s a week later and guess what? No credit on my account. And now my rep is not responding to my e-mails. I hope this gets fixed. I like the system but will look into a breach of contract to break my contract and go with another company if this does not get resolved as promised. I value good customer service even more than the actual product.

    • Gilbert Cho

      Hi Susan, I’m truly sorry you’re having this issue and I’m working on it right now to get this fixed. I’ll do my best to resolve this quickly as possible and to keep you updated. My apologies once again.

      I’ll have one of our supervisors reach out to you shortly.

  4. Mike

    On the article, you have a widget that shows the comment count, and you show the latest comment, which read: “It’s ironic that you write articles about good customer service. You don’t know what good customer service is; you even…” but when you click through to the comments, there is no comment with that in it. Are you deleting the bad reviews?

    • Jamie Botzer

      Hi Mike, we don’t delete negative comments. Once a comment is submitted, it goes into moderation. Any comments that are in moderation can be viewed in that widget and we weren’t moderating the comments section this weekend.

      If you check now, you’ll see that the comment you reference has been approved (and someone on our team is looking into that customer’s experience to follow up with him directly).

  5. Jason

    It’s ironic that you write articles about good customer service. You don’t know what good customer service is; you even hire strangers to come here and do the installs. You can’t control the outcome of that. Then, you tell the customer to fix it or install the rest if it is not done right.

    • Susan Carter

      Jason I’m confused. Frontpoint is a DIY installation so why would they be sending someone to install the system?

  6. Bob Puig

    The system has preformed well. There has not been any security issues to test the response; however, the billing service has been a nightmare. I will not allow my credit card to be used for automatic payment and have requested paper billing. On 3 separate occasions the mailing address I have been given to submit payment has been wrong.
    Each time I had to call and go through the “computer trees” and waiting on hold before being able to talk to a representative. Even then, the 1st representative could not resolve the issue and had to forward me to a supervisor. I now have the 3rd mailing address and will see if the next payment by sends is returned to them???

    • Jamie Botzer

      Hi Bob, I’m sorry this process has been so painful for you! I’m looking into this and you should hear from a Customer Support representative to help resolve this reoccurring issue very soon. Thanks for bringing it to my attention here.

  7. Gary

    Been a customer for a year. Great product..Great service..Great people.
    What else can I say… Thank You for caring.

  8. Saleah

    A friend recommended Front Point to me after our house was burglarized a year ago. I was impressed at the tremendous amount of support we received during our initial installation and the continuous support and superior level of customer service we receive from Front point with even just the routine calls we have made. My family and I feel safer and I sleep soundly thanks to Front Point. I continue to recommend you to any one who wants to feel safe in their homes.

  9. Jeannine and Kari Mettinen

    We’ve been customers for four years and are very happy with the service. Even when we’ve had an issue with our system, the company has been responsive and efficient in dealing with it and ensuring that we are completely satisfied. We realize nothing is perfect, so we accept that the occasional problem will arise. What is important to us is that Frontpoint customer support wants to solve the problem and wants us to be happy….and that’s evident. We feel confident that we will be customers for many years to come. Having Frontpoint gives us such a sense of peace and security. Thank you for your dedicated service.

  10. Steven Leffert

    I have recommended your company to … two other friends and they purchased your system.. and I received the rewards as well as them… Your service and setup is terrific…
    Continue on!

  11. Steven Leffert

    I have recommended your company to … two other friends and they purchased your system.. and I received the rewards as well as them… Your service and setup is terrific…
    Continue on!

  12. jose Pineda

    Very nice principles, but not very good service for me. Hopefully Adam can reverse my bad impression after a few downs. Last chance….

    • Jamie Botzer

      Thank you for the comment Jose, and we know Adam is actively working to make sure all your concerns are being addressed!

  13. jose Pineda

    Very nice principles, but not very good service for me. Hopefully Adam can reverse my bad impression after a few downs. Last chance….

  14. Alain

    I’ve been a Frontpoint customer for 5 years and have enjoyed the quality of the service you provide. Thank you and keep up the good work!

  15. Alain

    I’ve been a Frontpoint customer for 5 years and have enjoyed the quality of the service you provide. Thank you and keep up the good work!

  16. Sheila Small and David Rivera

    You have described your service perfectly: service like it used to be! It is noticed and appreciated!

  17. Susan Carter

    Jason I’m confused. Frontpoint is a DIY installation so why would they be sending someone to install the system?

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