Some feedback hoping you can figure out what is going on both internally (Sonic) and externally (AT&T) with all the missed appointments, 8 days (and counting) without internet and bad communication that is experienced by your customers.
- Spoke with several Sonic tech, very different experiences as to how they schedule service appointments, if they can or cannot follow up with AT&T directly or have to submit a ticket for an internal team to do the job.
- Internal scheduling team thing is not helping - if a customer is calling 30 min after its appointment window to ask where the tech is - submitting a ticket and waiting two hours is not going help.
- AT&T techs claims they don't have the customer phone number, line information, or problem statement - they are also frustrated.
While I heard a lot of complaints about how AT&T is unreliable from Sonic's side, maybe its also worth looking internally and doing a little root causing. The issue is most likely not single sided.