Referrals? Seriously?

[jessieandrob]

I just received an email from Sonic promoting your referral program (https://www.sonic.com/referrals).

Going to be really blunt here: I am actively telling friends and family to *avoid* Sonic. Until I see an actual company apology for the price increase ambush, the poor way the pricing increase has been communicated, the ABYSMAL way that the Fiber rollout has been communicated and managed, and Sonic’s seeming insistence that they follow “industry standard” in how pricing on bills is detailed (including all of the taxes and fees that are conveniently not communicated in promotions), I likely never will recommend Sonic. I’m frankly looking for other ISPs.

Dane, your company has gone tone deaf. I didn’t sign up with Sonic because I wanted service from “just another ISP.” Come on.

[sonic.boom]

Thank you for taking the time to provide us with feedback. We always appreciate hearing from our customers!

I understand that you're upset about the price increase and, frankly, you're correct that we didn't handle the communication as well as we could have. We have received the same complaint from many customers so we apologize and will make sure to do better in the future. To be fair, your bill had not gone up at all in the 6 years prior so generally we have very stable prices (especially compared to our competition) and don't plan on raising rates again any time in the near future.

By expanding our own gigabit fiber, we are able to provide top-tier customer service, the fastest rates achievable in the country and our award-winning privacy policy all at an affordable rate. That being said, infrastructure construction is a large feat, and it will take some time to expand those services. Our fiber expansion has grown exponentially over the last several years and we're working towards bringing it everywhere we offer our other services. You can always check on the status of the fiber project in your area using the fiber status tool which you can view using Member Tools: https://www.sonic.com/fiber-status.