Where can I file a formal complaint about bad tech support

Advanced feature discussion, beta programs and unsupported "Labs" features.
15 posts Page 2 of 2
by luv2swim » Wed Aug 17, 2022 5:26 pm
andy64 wrote: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.
If you read amayfield's email you'd know that tech support was never "trained" on wordpress and that any knowledge of it came from their own experience, not training.
If people helped you with something that's never been supported in the first place, that's great. But you cannot guarantee everyone you speak to will help you with an unsupported issue that is not in company policy. That is a luxury and not some basic right that you inherently have. If you want a personal tech, hire an IT technician.
by ronbennet » Thu Jan 05, 2023 10:20 am
I originally thought that Comcast internet customer support was atrocious after 22 years, but now Sonic has taken this to a new and entirely different level. It is hopeless. They are responsive up until they get you to sign up, and then it evporates.
It just does not exist.
by igorru » Thu Jan 05, 2023 11:26 am
Can you share more specifics about your situation? There is no substance to your statement other than accusing Sonic of having bad customer support.
ronbennet wrote:I originally thought that Comcast internet customer support was atrocious after 22 years, but now Sonic has taken this to a new and entirely different level. It is hopeless. They are responsive up until they get you to sign up, and then it evporates.
It just does not exist.
by gu » Wed Apr 26, 2023 12:59 pm
dsw wrote:I started yelling at him
And I think I've identified the problem.
by gu » Wed Apr 26, 2023 1:00 pm
luv2swim wrote:
dsw wrote:I see, so you are saying failing to provide me with competent support for a service for which I am paying, which is causing me real problems, that's ok. However me yelling, which causes no harm at all other than to your egos and your sleepiness, that's not ok?

Your priorities are screwed up.

(1) Reality matters. Your feeling do not. Your feelings are wholly your responsibility.

(2) I am the CUSTOMER. I am paying YOU, not the other way around. This is NOT a symmetric relationship.

If you are causing me real problems I am going to yell at you.

Edit: I just realized that the above may be unclear in one way. I am not yelling random abuse at your workers. I am being articulate with them about the difference between (1) what they are doing or not doing versus (2) what I am saying is their job to be doing or not doing. This is a helpful way to complain. I am not just randomly being angry. I am clearly articulating the problem. When people are not listening and I need their attention, I clearly articulate the problem in a loud voice. As soon as they start listening, I no longer need the loud voice. The idea that people should never use the loud voice is ridiculous, but that sounds like what you are saying.
You aren't paying for a static ip-compatible service, you're paying for basic internet service. You're also not paying for IT technicians, you're paying for level one representatives have limited knowledge on this topic. If you want an IT technician who is "competent" enough to deal with this issue, then hire one.

They might have gotten the answer wrong, yes. Which is expected when none of the techs you asked are trained on the issue at all and it is an unsupported issue which you would know if you bothered to read the company policy.

The tech provided a potential suggestion and you let your emotions take control of you and started yelling, making your feelings (your responsibility, as you put it) everyone else's problem. People providing suggestions you don't like does not equal them not listening to you. In addition, you're the one that hung up instead of calmly saying "that doesn't work for me, do you have another suggestion?" and going from there, so they didn't refuse to help you or terminate the call, you made a conscious choice.

If you're really so sure about what you're saying, why would you have a problem with the tech who you're complaining about looking at the email? When their supervisor brings up the training issue, they will know it refers to your call specifically anyway. If they tampered with your account in any way, that's a fire-able offence, so unless they wanted to lose their job over one call with you it's unlikely they would do that.

People not providing a service you're not paying for isn't incompetence. You aren't paying for unsupported issues. You're not paying for shit outside the actual company policy.
You. I like you.
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