Technician No-Show for today's installation appointment!! FRUSTRATING!!!

Internet access discussion, including Fusion, IP Broadband, and Gigabit Fiber!
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by jerryho » Fri Aug 12, 2016 2:29 pm
The title says it all. Despite receiving several emails and texts from SONIC confirming today's installation appointment --- the technician did not show up!

No reason was given as to why the AT&T tech did not show up for the CONFIRMED appointment. Worst yet, AT&T didn't even bother to contact me to let me know they were not going to come. I don't buy that they didn't have my info because they do... I am a current customer!!

I know a big part of SONIC's business is at the mercy of AT&T... but there should be some better policies and agreements in place to avoid these type of issues. My personal guess is that AT&T ran behind and they rather serviced their 1st tier customers (their own) than Sonic's.

I know AT&T has great appointment schedules including evenings and weekends. But for Sonic customers, they seem to only offer limited Mon-Fri schedules.

SONIC was great and kept me in the loop when I was inquiring. I know this isn't SONIC's fault but I wish they had more control over AT&T!
by parker_day » Sat Aug 13, 2016 9:43 am
It is really frustrating, I've been there with no internet and AT&T failing to show up to do their end of the job. Sorry you're having to go through that.

But let me tell you, here I am years later without a tech visit needed. No rate hikes or awkward calls to renegotiate once the contact period is up. And a rock solid internet connection. Once it's finally installed, Sonic tends to be a really smooth experience.

Good luck with your install. :)
by amayfield » Sat Aug 13, 2016 6:37 pm
Hello Jerry,

I'm sorry about the missed installation, that is certainly frustrating and definitely not the experience we want you to have. The AT&T technician that was dispatched out to install your service reported he did not have a contact phone number for you and therefore couldn't access your premises to perform the installation. This excuse is a bit suspect to me as we provide a contact phone number with every installation order we place.

I see that we rescheduled your installation for Monday, 1pm - 3pm and when we set that up we also double confirmed with AT&T that they had your contact phone number. I will keep an eye on this and will check in with AT&T on Monday to make sure everything goes smoothly and update you.
Andrew M.
Community & Escalations Supervisor
Sonic
by amayfield » Mon Aug 15, 2016 1:00 pm
Hello Jerry,

I just got off the phone with AT&T provisioning and they report that the installer is on site performing your installation. If you have any further need of assistance please do not hesitate to ask!
Andrew M.
Community & Escalations Supervisor
Sonic
by jerryho » Tue Aug 16, 2016 9:00 am
Thanks for the update!

Yes, we are now up and running and everything is spectacular!
We are so glad to leave AT&T and be apart of the SONIC team.

Thanks again.
by b7078240873 » Fri Jun 22, 2018 2:01 pm
Same thing happens to me, TODAY! I got few emails and text from Sonic that the installation will take place today from 11 AM to 1 PM. However, had been waiting until 1:15, no one show up or call.

I called Sonic customer service, and they contacted AT&T. Explained to me that because of heavy workload, there no one dispatch to come out.

This is so frustrating. I took today off work for this and no one had the courtesy to tell me that the installation is not happening today???!!!
by Kiefer138 » Thu Aug 23, 2018 11:23 am
Same. No-show + no-call. What's the point of scheduling an appointment? How can I trust a reschedule?
by ppluzhnikov » Mon Oct 01, 2018 8:26 pm
No show and no call for me as well on 2018-09-28.
And since this is a single-family house, the excuse of not having my phone doesn't really apply.
by cliffc » Tue Oct 02, 2018 1:15 pm
ppluzhnikov wrote:
No show and no call for me as well on 2018-09-28.
And since this is a single-family house, the excuse of not having my phone doesn't really apply.


I'm sorry to see this happened as it's surely a frustrating experience. I was able to confirm your new appointment and will personally check in with AT&T on the day of your dispatch to ensure this gets properly addressed.

Thank you for your patience and support
Cliff C
Community & Escalations Specialist
Sonic
by jerryho1 » Thu Jun 27, 2019 6:41 pm
Well, it happened again!

Trying to setup Sonic for a family member. Had a CONFIRMED appointment through Sonic which was scheduled from 8 am - 4 pm. Yes, in this day and age, how is a 8-hour window appointment, weekdays only mind you, customer service?

Anyway, like someone responsible, I was ready for them by 8 am. Waited an entire day past 4 pm.... and guess what? .... No one showed up! No one called. NOTHING at all.

How is this customer service? How is it OK to leave a paying customer hanging out the entire day for an appointment and you become a no-show?

This is beyond incredible. Please, don't blame this on AT&T. We pay you and we are your customer. If you don't have a reliable vendor/contractor then it's on you. We are YOUR customer, not AT&T's.
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