I learnt a hard lesson when signing up for Sonic Fusion service.
I will give you a little bit background and why I was frustrated and finally decided to cancel the application.
After reading glowing reviews about Sonic service, I decided to cancel my Comcast service and submitted the application 10 days back. The support mailed me that service will be available in 5 days. Meanwhile I initiated cancellation of my Comcast service as it takes 7 days.
Sonic came back saying that service can be only by Mar 7th and I was still ok for 2 days delay. Meanwhile Comcast disconnected my service and I was out of any network connectivity.
On Mar 7th I received a mail that service is up but unfortunately it is not. I complained about it and they said ATT is to blame. On Mar 8th, I came home expecting service to be up but it still isn't. I was told there is a problem in ATT again about some port switch and it will take 3-4 business days. Meanwhile to complete my office work in night, I was commuting 12 miles to and fro to office since there is no internet connectivity at home. So my schedule from past 5 days is work in office from 10-6pm, come home and have dinner and go to office again at 9pm and come back by 12am. So, yesterday after hearing that the problem can be resolved only after 4 business days I felt totally frustrated and escalated the issue.
On Mar 9th they came back saying that ATT checked the issue but the actual problem is with Sonic equipment itself and the problem will not be resolved till Monday. This is after 10 days of raising the request and 4 days after confirming that my service is up. I am totally pissed off by this time and I did went overboard in my calls to Sonic. But my frustration is to talk to some higher ups so that the issue gets some visibility.
But Sonic's supervisors decided that they can discriminate against my calls and told all agents to disconnect if I call without hearing what I am saying. Before listening to anything I said, just on hearing my user name, they started disconnecting the call. This is from a company which prides itself on customer service. I accept that there was a mistake on my side but I was never treated like this before by any company in the worst of the scenarios.
I am frustrated by this unprofessional behavior and called Comcast and reinstated my service. Of course I have to pay installation charges of $60 and higher monthly charges. All this for nothing and 7 days of no internet and mental agony.
So that is when I called Sonic to cancel my service and before hearing me they started disconnecting the call again.
PS: Its ironic in hindsight that I suggested your service to couple of my colleagues last week even before trying Sonic's service. Now I will feel like a fool if they ask me next week how Sonic service is working.
PS 2: When you purchase a modem for them beware. When first time I called they said Modem price is $39.99 and I told them that I will call back later to order the modem as I was still thinking whether to purchase from Best Buy or Sonic. I decided to order Modem from Sonic and called them back and this time they said the price is $49.99 and when I told the previous agent said that its 39.99, then the agent changed the price from 49.99 to 39.99 and a shipping charge of 12.99. I didn't know that there is such a high shipping charge and I hung up on the order. Third time ,after researching there is no good modem to buy from Best Buy, I called back Sonic and this time the price changed to 19.99 plus 12.99 shipping which I ordered (all this before I eventually cancelled the whole Sonic service). So, when you order modem make sure you are getting the right price.
I will give you a little bit background and why I was frustrated and finally decided to cancel the application.
After reading glowing reviews about Sonic service, I decided to cancel my Comcast service and submitted the application 10 days back. The support mailed me that service will be available in 5 days. Meanwhile I initiated cancellation of my Comcast service as it takes 7 days.
Sonic came back saying that service can be only by Mar 7th and I was still ok for 2 days delay. Meanwhile Comcast disconnected my service and I was out of any network connectivity.
On Mar 7th I received a mail that service is up but unfortunately it is not. I complained about it and they said ATT is to blame. On Mar 8th, I came home expecting service to be up but it still isn't. I was told there is a problem in ATT again about some port switch and it will take 3-4 business days. Meanwhile to complete my office work in night, I was commuting 12 miles to and fro to office since there is no internet connectivity at home. So my schedule from past 5 days is work in office from 10-6pm, come home and have dinner and go to office again at 9pm and come back by 12am. So, yesterday after hearing that the problem can be resolved only after 4 business days I felt totally frustrated and escalated the issue.
On Mar 9th they came back saying that ATT checked the issue but the actual problem is with Sonic equipment itself and the problem will not be resolved till Monday. This is after 10 days of raising the request and 4 days after confirming that my service is up. I am totally pissed off by this time and I did went overboard in my calls to Sonic. But my frustration is to talk to some higher ups so that the issue gets some visibility.
But Sonic's supervisors decided that they can discriminate against my calls and told all agents to disconnect if I call without hearing what I am saying. Before listening to anything I said, just on hearing my user name, they started disconnecting the call. This is from a company which prides itself on customer service. I accept that there was a mistake on my side but I was never treated like this before by any company in the worst of the scenarios.
I am frustrated by this unprofessional behavior and called Comcast and reinstated my service. Of course I have to pay installation charges of $60 and higher monthly charges. All this for nothing and 7 days of no internet and mental agony.
So that is when I called Sonic to cancel my service and before hearing me they started disconnecting the call again.
PS: Its ironic in hindsight that I suggested your service to couple of my colleagues last week even before trying Sonic's service. Now I will feel like a fool if they ask me next week how Sonic service is working.
PS 2: When you purchase a modem for them beware. When first time I called they said Modem price is $39.99 and I told them that I will call back later to order the modem as I was still thinking whether to purchase from Best Buy or Sonic. I decided to order Modem from Sonic and called them back and this time they said the price is $49.99 and when I told the previous agent said that its 39.99, then the agent changed the price from 49.99 to 39.99 and a shipping charge of 12.99. I didn't know that there is such a high shipping charge and I hung up on the order. Third time ,after researching there is no good modem to buy from Best Buy, I called back Sonic and this time the price changed to 19.99 plus 12.99 shipping which I ordered (all this before I eventually cancelled the whole Sonic service). So, when you order modem make sure you are getting the right price.