Dear Sonic -
I have been a Sonic subscriber for many years and have recommended it countless times. I have appreciated the high ethical standard of Sonic, the skill and intelligence of the support staff, and the reliable service. I didn't mind the deluge of emails, postcards, door to door solicitation and other marketing about Gigabyte fiber being available and entreaties to switch from my Fusion service to Fiber. Fusion totally works for me and I choose not to change this service to Fiber. I also understand that your marketing and sales department does their utmost to publicize Fiber and increase your customer base - that's their job.
However I do not understand why your Sales staff would risk damaging Sonic's great reputation by slamming a longtime customer by switching their service with a fake order without the customer's consent or agreement.
When your Sales dept sends me 5 (!) emails in a single afternoon that refer to an order for Fiber that I did not order, thanks me for the order, shares details about the tech installation for the service that I did not order, tells me that whether or not I am home - "a Sonic technician will come to your home and connect a new fiber 'drop' (otherwise known as a fiber cable) to the exterior of your home." and pings me to set up the appointment for installation for the service I did not order --- this aggressive unethical dishonest behavior does great damage to your reputation.
Yesterday I was surprised and annoyed when I checked my email and read the multiple messages. I called Sonic Tech support right away thinking maybe there was some mixup. The support tech understood my annoyance and wasn't sure how the order was initiated. He said he would correct this and cancel the incorrect fictitious "order" that I had never made. But was this just a mixup or a desperate sales strategy? Given the heavy promotion of Fiber, it seems unfortunately likely that Sales is on overdrive.
Even after the records we supposedly corrected yesterday, today I am receiving text and email reminders to schedule my Sonic appt. Unbelievable. Does the Sales CRM operate in a separate bubble from tech support? Far from optimal.
Perhaps someone in Sales went rogue but this is all too similar to the Wells Fargo aggressive practices in signing customers up for services they never requested or consented to. Please address this disconnect and return to being the ISP that has a reputation of honesty, ethics, and good customer service.