Last Saturday Sonic arranged for an AT&T tech to visit my San Francisco home to determine why I was getting sub 5 mbps download speeds. The tech found a short; my download speeds soared; I was a happy user.
This morning, out of the blue, another AT&T tech called on his business cell phone to let me know that he was on his way to my house for more testing, and needed access to the MPOE. Fortunately, I was on my way home when I received his message; had I been out for the day, he wouldn't have gotten in at all.
I had to call Sonic to find out what was up. Apparently a Sonic tech had run some tests on my line that morning, decided it needed more work and dispatched the tech to my home ... but without bothering to notify little ol' me that someone would be coming. I put the poor tech through the third degree, and had to wait on hold for ten minutes to reach someone at Sonic who told me, whoops, you do have a Sonic-initiated service call, and so sorry no one told you.
I am genuinely pleased that Sonic would think to test my line after the service call this weekend. Your service always has been first rate.
I don't think techs should be dispatched in this fashion. I think customers always should be informed by Sonic in advance of service calls, rather than just sending a tech out.
If you were in my shoes, would you be happy to get an entirely unexpected call saying: I'm on my way over, I'll need access to your MPOE, see you in five minutes!