Sonic.net

Given a time window of 8am - 4pm on a weekday for fiber installation.

Called Sonic
- @noon on scheduled day: "AT&T still has you in queue"
- @3pm: "We'll escalate this to our AT&T specialist team and will call you back to let you know the status by 4pm" (no callback)
- @4:15pm: "Will check and call you back in 15 minutes"
- @4:25pm: get a sms "AT&T should be onsite performing your install or your order should be completed" (which is not the case)
- @4:50pm: callback with "How many times has AT&T not showed up for you thus far? We'll put in a request to reschedule with AT&T. However, there's no guarantee that they will show up the next time either"

I had the exact same experience Thursday.

Same experience for me, but on Wednesday with almost the exact same sequence of events.

Re-install is today, but I can't say I'm all that hopeful they will show up either as it's already an hour into the 2 hour window I was given this time, rather than an 8 hour.

and they no show'ed me again. this is the second time.

Indeed, quite unacceptable by any common yardstick (or even the bare minimum threshold) of customer service.

Sonic: Can you comment on how many no-shows a customer needs to endure (especially given an 8-hour, 8am-4pm installation window on weekdays) before a technician actually shows up?

Granted, it's an AT&T installation service here, but one would assume you have a sufficient volume of service requests initiated with AT&T within your coverage area & service fulfillment data to assist Sonic in determining no-show rates?

Same here, in San Leandro. Missed appointment today, with tone deaf happy messages from SONIC saying they hope everything is going smoothly.

I had to take off work for this, and I fear rescheduling will only result in the same experience. Considering the amount of work I'm missing, it's turning into a very expensive alternative to Comcast and ATT. Another missed appointment or two and I'll just have to bite the bullet and go with a company that can do the job.

I'm waiting for the 3rd attempt now. The window is half over and nothing. A tech is suppose to "pick" up the job, so to me, this implies that you need to some how get lucky they pick your appointment out of a hat and the appointment window is meaningless. I actually have zero faith they will show up in the next 3 hours 55 min either as I was given a 8 hour window again.

Sorry to hear about all these no-shows. I do hope that it's AT&T dropping the ball and not Sonic.

There is a law in California where you can take a utility to small claims court for no-shows. Probably a hassle, but I think you can get up to $600 per no-show.

http://leginfo.legislature.ca.gov/faces ... onNum=1722

I don't think it's sonic dropping the ball. They are essentially in the same position as me, both of us are the mercy of AT&T. Honestly, I would be fine if they just tell me they can't come out to install weeks or months later. I feel like every re-scheduled date that's presented to me is AT&T just lying to sonic because the end result is the same: a no-show. There's no accountability that they'll ever show up.

They say they can escalate it to AT&T after 2 missed scheduled installs to get expedited dates, but in the end it makes no difference, escalated or not. After the first missed install, I was given a 2 business day choice for the next install. If I didn't take that, it would have been 8/19. I took the 2 day choice and they no showed. After that it got escalated and I was then given a 2 business day choice again, which is today. It's almost 7 hours into the 8 hour window and again, no tech has picked up the job.

I would not be so angry if I didn't feel like every scheduled date was just them lying to me. How many times do I need to be baited into waiting at home for nothing before something actually materializes?

I'm really sorry about the missed installations. Regardless of what the issues might be, the experiences described aren't what we set out to provide for our customers.

I can't speak to specifics, but we'll be reaching out to you folks shortly to see if there's an escalation path in each of these situations, or a way to ensure an installation window that might be more convenient.