I’ve been with Sonic since 2004, and have transitioned from dialup to DSL to FTTN.
I requested what I thought was a simple upgrade from FTTN X1 to X2, but all the parties involved seem to be fumbling the ball left and right, and we haven't even gotten to the actual work.
These the facts and the order in which they occurred:
1) At the time the order was placed, I was given a choice between the first available, or preferred time of day, slot for installation. In a beyond cursory exchange, I made clear that I was very flexible in terms of PM, but that AM would not work.
2) Almost a week later, I receive a text and email informing me that I’ve been scheduled for an 8-12am morning slot on the 22nd, today. Huh?
3) I contact support, reiterate the conversation I had when placing the order, and my preference. The “other department” that coordinates with AT&T is closed, but I am assured the ticket will emphasize the difficulty of an AM appointment.
4) After not receiving any further feedback, and one day removed from the undesired appointment time, I contact support, am put on hold, and then am told that the appointment had been changed to the 12-4 pm slot, unbeknownst to me, since I had not been notified in any form. That’s fine, just a small hiccup, right?
5) Today, after dutifully moving furniture to provide access, and awaiting an appearance by the AT&T installer, nobody shows.
6) I contact support again, who has to contact the “other department” and am told to await a response.
7) A text arrives shortly thereafter, informing me that the appointment has been rescheduled a few days later, for 8-12am! AT&T cannot provide an explanation, because their departments are closed, but try again tomorrow.
In today’s world, it’s hard enough for communication and comprehension to successfully occur when two parties are involved. With four parties, it has proven to be an impossibility.
On Sonic’s part, I’m glad somebody finally took notice and tried to honor my request, but it would have been nice if I had been notified and not needed to proactively find out what was going on. Still…
Since AT&T is seemingly just going to ignore Sonic and/or its customers requests, then perhaps it’s best not to offer any options to begin with, and just assign arbitrary appointments. That appears to be the MO anyway.
I’d contact AT&T directly and make clear my displeasure if I could, but since Sonic is the reseller, and supposed to look out for its users’ interests, it has that role, and I’m not sure it’s being fulfilled, based on this experience.
Am I expecting too much in simply trying to setup up an agreeable appointment and have it honored, without having to be proactive about it?
If I wanted this kind of frustration, I'd return to being a Comcast customer.
I requested what I thought was a simple upgrade from FTTN X1 to X2, but all the parties involved seem to be fumbling the ball left and right, and we haven't even gotten to the actual work.
These the facts and the order in which they occurred:
1) At the time the order was placed, I was given a choice between the first available, or preferred time of day, slot for installation. In a beyond cursory exchange, I made clear that I was very flexible in terms of PM, but that AM would not work.
2) Almost a week later, I receive a text and email informing me that I’ve been scheduled for an 8-12am morning slot on the 22nd, today. Huh?
3) I contact support, reiterate the conversation I had when placing the order, and my preference. The “other department” that coordinates with AT&T is closed, but I am assured the ticket will emphasize the difficulty of an AM appointment.
4) After not receiving any further feedback, and one day removed from the undesired appointment time, I contact support, am put on hold, and then am told that the appointment had been changed to the 12-4 pm slot, unbeknownst to me, since I had not been notified in any form. That’s fine, just a small hiccup, right?
5) Today, after dutifully moving furniture to provide access, and awaiting an appearance by the AT&T installer, nobody shows.
6) I contact support again, who has to contact the “other department” and am told to await a response.
7) A text arrives shortly thereafter, informing me that the appointment has been rescheduled a few days later, for 8-12am! AT&T cannot provide an explanation, because their departments are closed, but try again tomorrow.
In today’s world, it’s hard enough for communication and comprehension to successfully occur when two parties are involved. With four parties, it has proven to be an impossibility.
On Sonic’s part, I’m glad somebody finally took notice and tried to honor my request, but it would have been nice if I had been notified and not needed to proactively find out what was going on. Still…
Since AT&T is seemingly just going to ignore Sonic and/or its customers requests, then perhaps it’s best not to offer any options to begin with, and just assign arbitrary appointments. That appears to be the MO anyway.
I’d contact AT&T directly and make clear my displeasure if I could, but since Sonic is the reseller, and supposed to look out for its users’ interests, it has that role, and I’m not sure it’s being fulfilled, based on this experience.
Am I expecting too much in simply trying to setup up an agreeable appointment and have it honored, without having to be proactive about it?
If I wanted this kind of frustration, I'd return to being a Comcast customer.
