Where can I file a formal complaint about bad tech support

Advanced feature discussion, beta programs and unsupported "Labs" features.
6 posts Page 1 of 1
by andy64 » Tue Jan 18, 2022 6:58 pm
the support rep, "Ken" refused to tell me where I could file that complaint
by ngufra » Wed Jan 19, 2022 7:18 am
andy64 wrote:
the support rep, "Ken" refused to tell me where I could file that complaint

You could call 611 again and ask the person answering --probably not Ken-- about where to file your complaint.
by dane » Wed Jan 19, 2022 11:15 am
You could email support@sonic.net and ask that a supervisor review your message.
Dane Jasper
by andy64 » Wed Jan 19, 2022 7:31 pm
Dane, I think you are the CEO. I've been a customer since 2002, that's 20 years. The last 2 years of interaction with Sonic support have been universally horrible. Horrible. In the 18 years previous, they were all wonderful. Has the company been sold to someone else? Has it gotten so big that you don't have quality control anymore/ or enough training? I would have already left except it takes so much time to switch everything over. I'm profoundly disappointed.
by ec » Thu Jan 20, 2022 9:36 am
Hi Andy -

I'm sorry we disappointed you yesterday.

In all truth, I think you are feeling dissatisfied with our support because our focus has changed.

Wordpress has never been formally supported, but in the past we had people on staff that had some personal experience that could give informal suggestions and would bend the rules by providing some phone support.

Today, we are completely focused on access products, and the people we have on staff generally have no personal experience with Hosting, or Wordpress.

The complaint process was a miscommunication, and I apologize for that. My rep thought you were appealing for a higher level of support with the Wordpress problem, which is not supported, and that is why he sent you here. He did not understand that you only wished to file a formal complaint regarding the lack of support.

We can still provide support, but it's best to email support@sonic.net so we can assign the ticket to the right resource.

Thank you,

- Eli Caul

Director of Customer Care
Sonic.net, Inc
by andy64 » Mon Feb 14, 2022 11:34 am
Eli, I really don't have a lot of time to deal with internal managememnt issues at Sonic. Your analysis is incorrect. Please go back and LISTEN to my convo with your rep. "calls are recorded." The guy was clearly either a. stonewalling or b. not that good at following very very basic logical trains of thought. I have spent decades as a teacher, both in ESL settings and as an instructor (of computers) in a homeless services center, where clients came in with multiple diagnoses of mental illness and were often drunk or high. I am extremely good at making things clear. I was utterly unable to and wasted 30-45 mintutes of time. Again, listen to that call. When I asked where I could lodge a complaint, how could I speak to a supervisor, which I did at least three and as many as five times, he just told me to go to this forum. It was not a miscommunication. I have been a client of sonic since 2002, that's 20 years. and I always stayed with you because phone support was smart and accurate and helpful. 2-3 years ago, that started going steeply downhill, but that call I'm referencing was literally the worst ever, by a power of ten. Don't write back to me please, I've got other stuff to do, but please clean up the mess. I'll be leaving sonic just as soon as I can make the time, but for other customers' sake, go back to how you used ot hire and train tech support.
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