ATT now has shorter hold times...

[Barrys]

Hi Dane,
Why are hold times announced at 30 minutes and actually taking closer to 1-1.5 hours?

[Barrys]

Something's up. No outages either. Two weeks ago, longest hold/callback time was about 10-15 minutes. For the past two days:
1. No responses whatsoever to support emails titled "I would like to upgrade my service and give you more money." :)
2. Hold times estimated at 20-30 but no one picked up after 45.
3. "Call back" system was full, so those were not offered last night. Today they were, but for a reserved time which was 1.5 hours out and callback came in two hours.

Just customer side feedback. Of course, when the agent called back she was excellent and went to the mat on resolving my issue which is still what's awesome about sonic. But, Dane sir, I don't think you want to be in the ATT hold time category... If you allow remote assistance and need help, I can take calls outside of business hours.

Thank you,
Barry Schwartz (email and phone number on file)

[eli]

Hi Barry –

Hold times have been very bad lately, as have ticket response times. I’m really sorry we were not able to respond to you within a reasonable time interval.

We’ve been continuing to actively recruit, and also trying some new ideas in order to become more efficient over multiple channels. Improving our service level is absolutely Job One on a daily basis.

I had not heard recently that we were publishing a bad estimated wait time, but I’ll be sure to look into that. There are a lot of things that can make that number drift, especially in smaller call center groups, so that can be a moving target.

I do appreciate your patience, and we will continue to work to fix this.

Best,

- Eli Caul
Director of Customer Care
Sonic
707-237-6201 Direct
707-521-0131 Faxline

[burro49]

I have been VERY disappointed with Sonic. When I first signed up in August, they seemed quite accessible (maybe because it was sales, not support?!)



Now wait times of over an hour are not uncommon. They seem not be offering callbacks now...even worse.

We have had dropped calls with no dial tone, noisy phone lines, etc.

Technical support has asked us to try just connecting to the Sonic interface (which they call an ATA). We still are having problems with connections so now have to wait EXTREMELY long times for help! This just is not right. The CEO comes on the line with a recorded message apologizing for the poor service due to high infusion of new customers. If Sonic cannot adequately handle new customers Sonic should not take on new ones until it can. Sonic will lose customers this way with a VERY poor taste in their mouths. Not a way to run a company!

I NEVER had wait times with ATT like I have with Sonic. I am planning on going back to ATT as I have better things to do with my life than wait on hold.

[Guest]

Yeah, the hold times have been pretty bad, but the callbacks still work (same time as the hold time), but I don't know why it's not offering it on the phone. It's availale here: https://www.sonic.com/support

Also I noticed that the Text based method is MUCH quicker (1-2 mins instead of 45-55), especially for quick questions / comments / ticket updates that don't need a lot of attention from the agent.