I’m new to the Sonic community, so please correct me when I get it wrong, but my sense was that this company is somewhat idealistic in its customer focus. That’s important to me; my U-Verse internet was OK and not that expensive, so much of my motivation in changing was to do business with a company that I liked.
Of course, AT&T made it really difficult to cancel, and during that process I wrote them some notes about why I was leaving. Looking at what I had written, I got to wondering if I would write a message like that to Sonic some day. So, please take this as some helpful advice, and let’s hope that I never have to write that message to you.
1. Your customers want to be able to clearly see what the services cost, review what we have purchased, and evaluate what our options are. We don't want to have to deal with "packages" (especially if they expire without notification.) We don't want to buy services that we don't need (I want shopping at Sonic to be like going to the grocery store: I buy carrots and bread and then go to the checkout line.) The current website is only so-so in this respect: I see a lot of pictures of beautiful people and colorful banners, but it is hard to get to the pricing and hard to understand what the Dish entails.
2. I am a little uneasy with renting a modem for $10/mo. I know I can buy one for +/- $150 so I’d rather own it and save money after a year, and not have to worry about returning it. I’ve seen some discussion about this on the forum and the best argument for Sonic owning the modem is that modems are problematic and this allows Sonic to support them properly. I’ll buy that, but why not just require that we use your modem and include the cost in the base price. Looking at my account it seems to be saying that the $10 is for voice (which I didn’t really need and thought was included in the internet account.)
On the whole, my interactions with Sonic, including phone support, email support, and the website, have been excellent (and orders of magnitude better than AT&T/Comcast) so please don’t take this as criticism. But I worry that, as AT&T loses all their customers, some of their marketing staff will be applying for jobs with Sonic and will poison your culture with their last-century values.
Thank you for listening, Mario