Frontiernet Freebies. But not Completely.

So Frontiernet, our DSL provider, sends a solicitation that says we can have internet security software "free!" just for being a DSL customer. It may have said somewhere in it that there were caveats, but I no longer have the original. I sign up and download the software and a couple of months later see that we're getting billed $4.95 a month for "Internet Security Software". Great. It said free. VERY clearly. Cassie calls, holds for awhile, and then gets a rep who says, "You're right!" and supposedly issues a credit and it's free again. A few weeks later I notice that I'm not getting updates. Cassie calls again and is told this time that we have to have a one-year commitment to get it for free, otherwise there is a "nominal" fee which turns out to be $60 a year! In the newest version of the e-mail you get when you sign up, it states clearly that it is free in the first paragraph. Only if you scroll through the whole thing do you reach the point where you find out that it isn't, in fact, free.

In a fit of pique, I dashed off a couple of lines to Customer support, and got back a couple of lines from Fred T, who was gracious enough to point out how stupid I was to think that the service they said was free, was free!

My first e-mail:

This email says the virus protection is free. Then you start billing us for it. Then we call and you say it was a mistake, and it's free. But instead you take us off it altogether leaving us with no virus protection. If you don't fix the contents of this email, which says it is free, you'll be hearing from us again.

Thomas F. Murphy
Stornaway Jerseys
Earlville, NY 13332
murphytc@frontiernet.net

Fred T's reply:
> --
> To Thomas F. Murphy
>
> Thank you for contacting Internet Technical Support.
>
> The email clearly states near the bottom you must be signed up for at
> least a "one year term" contract to get this product completely free...
>
>
> Hope this helps,
>
> Fred
> Tier 2
> Frontier, A Citizens Communication Co.

My reply:

Fred,

Oh, "completely" free! As opposed to partially free?

So by arguing with me, are you saying I'm stupid because I didn't see where it said clearly "near the bottom" (in very fine print and nothing to tell you to read the fine print at the bottom) that you must be signed up for a one year term? Or is it possible that it isn't so clear? Is it possible that where it says AT THE TOP that the service is free is not more than a little deceptive? Do YOU like doing business with people who offer you something for free and then tell you, "Oh it's not free, but the price is nominal", and then the price truns out to be $60 a year?

Here's the leading paragraph from your e-mail:

"Thank you for being a FrontierNet customer and taking advantage of "Frontier Secure Connections," our FREE security software provided by FrontierNet and Computer Associates International, Inc. (CA). Frontier Secure Connections features Firewall, Anti-Virus, Anti-Spam, and Spyware detection and prevention."

It states, clearly, that it is free. It doesn't say "free, but not for you", or "free, but read the fine print at the bottom." It says, "FREE". If it's not free, why does the e-mail state, AS CLEAR AS A BELL, that it is free?

And if it's so clear to you that it doesn't, why were we told by your own employee that it was a mistake that we were charged for the service, that we would receive a credit and it would be free from then on? And, on top of that, why was the service removed without any notification from you leaving our computers unprotected! And we had the privilege of spending half an hour on hold while waiting to resolve the situation.

And because you were nice enough to point out what an idiot I am because I thought that the service that you said was free was free, I've decided to put your e-mails on our blog. www.murphies.blogspot.com

BTW, the first rule of customer relations is: Never argue with the customer.

Thomas F. Murphy
Stornaway Jerseys
Earlville, NY 13332
murphytc@frontiernet.net