Support Text Wonkiness

General discussions and other topics.
7 posts Page 1 of 1
by plwww » Thu Dec 08, 2022 7:52 pm
Hi there, just wanted to let you know there's an issue with your "request a text" support feature. I used that feature, which immediately sent me a message from 844-721-0300 stating, "Hi! Sonic support team here, how can we assist you?" But when I responded I got an automated reply: "Apologies, this number is only used for automated updates. To get assistance from a Support Representative, please message Sonic at 833-836-0300. Thanks". I sent a text to that number but have yet to hear back(only been about 10 minutes though). I'll call in for now instead, but just thought you should know about the issue.
by loherj » Fri Dec 09, 2022 8:48 am
Thank you for reporting this to us. I have a few questions on how you accomplished this as I am unable to replicate the issue and would like to determine the process you used.

Do you have the "request a text" page/url bookmarked on your Internet Browser?

If not, how did you access the "request a text" feature? By phone call or some other method?

Can you please provide a step by step process on how you encountered this issue?

We recently made an internal change where our SMS support phone number changed from 844-721-0300 and the new SMS phone number is 833-836-0300.
Jacob - Community & Escalations Specialist
Sonic
by plwww » Fri Dec 09, 2022 2:30 pm
I'm trying to find the "request text" button I used, but cannot find it at the moment. Best I can recreate, here's what I did last night:
I went to Sonic.com
Scrolled to the bottom and under "Support" clicked "Technical and Billing".
I looked for "request text" but couldn't find it, so I decided I would have to call.
Under "Contact Support" clicked the blue "Call" button.
It popped up a "Hi there [...] Which Sonic Service do you have?"
I chose the option that included IPBB.
I then hit "Request A Call".
I added my phone number(badly), and chose the As soon as possible option.
I hit "I am not a robot", followed by Request a Call.
An error message informed me it was an invalid number(I didn't see I missed a digit).
I fixed the number, tried again.
A more generic error message came up. I double checked everything, it was good. So I hit reload on that page.
When it reloaded, I think I tried again the same way and it still failed; but then I noticed a link above saying something like, "alternatively, you can request a text". I hit that which gave me a similar form as before;
I entered my number, hit send, then got the messages I described earlier.

Other than the "request a text" link, right now I don't see the "As soon as possible" option that it had last night. That might be due to call volume though.
by loherj » Fri Dec 09, 2022 4:12 pm
Thank you for the response.

I have confirmed with our Software Engineering team that during migration to our new internal SMS system we had temporarily disabled the request a text feature. However, there was a link that remained on the support web page should have been removed. This link is the one you used that caused the reported issue.

The feature is currently no longer available but at some point in the future may be re-implemented when we are able to do so.

Thanks again for the notice of the issue.
Jacob - Community & Escalations Specialist
Sonic
by fsquared » Tue Dec 20, 2022 9:39 am
I would very much appreciate the return of support texts. I have a health issue that affects my ability to speak, and being able to text support would be a lot more convenient than stumbling through a call trying to make myself understood.
by brandonc » Tue Dec 20, 2022 3:46 pm
fsquared wrote:
I would very much appreciate the return of support texts. I have a health issue that affects my ability to speak, and being able to text support would be a lot more convenient than stumbling through a call trying to make myself understood.


Just to clarify, we do still offer support via text messaging. It's just the "Request a Text" feature on our website was removed due to compatibility issues with the new system we switched over to recently.

You can still send text messages directly to 833-836-0300 and the message will be placed in queue to be responded to as soon as possible.

Kind regards,
Brandon C.
Community and Escalations
Sonic
by fsquared » Tue Dec 20, 2022 4:29 pm
Thank you, I will hang on to that number!
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