I have 3 major complaints. I have been a customer since the mid nineties and I am considering leaving Sonic.
Thank you for taking the time to share your comments here. While we might not always have a solution to every issue, it's critical for us to hear from our members!
1. Incredibly slow internet with no other options in my location near Guerneville and Willowside roads- even thought AT&T has the ability to provide higher speed here.
If AT&T has faster service there, it's likely we do too. Check here: https://members.sonic.net/connections/serviceupdate/
If no upgrade options are shown there, but AT&T does offer faster service there, let us know and we'll dig into that!
2. A bill paying setup that entraps the user into automatic billing if the consumer forgets to uncheck the automatic billing options every single month. To add insult to injury, it's impossible to go online to billing options and change back to regular billing - the customer must call the company, go on hold, and have identity verified and go through the process.
Billing and billing interaction is one of our largest costs, and those costs all get passed on to all members in the price for our service. So, it is our goal to have every customer on credit or debit card with fully automatic payment. For most of our services, we no longer accept any other form of payment, and we continue to focus on improving the payment systems to make sure that they are fully automated. This results in the best costs for all of our members.
That being said, our goal is to make this simple and self-service. You can use our member tools to update your payment information any time you need to, for example to change a payment card from one to another. That doesn't require a call to support, identity validation, etc. You can make payment changes here: https://members.sonic.net/account/billing/options/
3. No easy feedback mechanism on the website. In order to give feedback I looked all over the normal places one would expect to give feedback, like help or contact us. Then, I saw a teeny little place called feedback at the bottom of the website. I had to be willing to log in and start a new topic. I am not experienced at forums so I really don't know if this will work or be seen. Dane Jasper I hope you are reading this. This whole process of changing my payment option and giving feed back has just eaten up half an hour of my valuable time.
You can always email firstname.lastname@example.org
as well, we're happy to hear from customers there. We also respond to customers who message us on Facebook, Twitter, and of course these discussion forums.