I am posting here to express disappointment with how Sonic has handled my initial fiber installation. This is not related to the 20 months since signup I've waited to get to this point (which is also frustrating, but I understand is beyond Sonic's control), but rather how the installation itself was handled.
After finally getting my installation date, we made arrangements to cancel a personal appointment and take the dogs to day care to ensure the installer isn't bothered. As I return from dropping off the dogs, I see the Sonic truck pull up behind me and think great, the window was 8-12 and they arrived just before 8 which was nice. I wave to the installer and go inside to ensure the area for the drop is clear, and don't see or hear anyone. After about 20 minutes or so I go outside and see the Sonic truck is gone with no knock, note on door, call, etc. I then check my email to find a message that the appointment was canceled and that a supervisor will need to come out to evaluate installation options. There's no indicator of when the supervisor will come or why the previous planned approach wouldn't work, just a phone number.
I call the number and am told there's some issue blocking where the install was and that a supervisor will need to evaluate options. There is no ETA for when Supervisor will show beyond that it usually occurs in a week or so, and I won't know it happens until I get an email explaining whether they can do the drop or not. The call rep, who was helpful, looked into the issue further and says my challenge is the drop on one side is blocked by PG&E and going overhead on the other would cross a neighbor's yard. I ask if I could just get the neighbor's permission (as I have a good relationship with that neighbor and could have simply walked over and asked and possibly converted them to a Sonic customer too), and it sounds like that's a possibility, but I will need to wait for the supervisor at a minimum (and presumably wait again for another install window).
I understand things beyond Sonic's control can block an install, but this appointment could have been handled much better. At a minimum, I wish the installer, who I know was on-prem and saw me, could have knocked on the door and shown me the issue and discussed options (even if they couldn't have been executed today). Alternatively, a pre-site visit where Sonic comes and visually inspects before the actual appointment with site access could have revealed the challenge, and I wouldn't have needed to cancel my personal appointment or pay for doggie day care today. I am also disappointed to have no ETA for the supervisor visit, and at this point I'm not even sure whether they will knock and explain the issue or just send another email.
I do sincerely hope we find a way to make the installer works and am posting this as I know Sonic leadership visits these forums, and hope they take this feedback for future customer installs.
After finally getting my installation date, we made arrangements to cancel a personal appointment and take the dogs to day care to ensure the installer isn't bothered. As I return from dropping off the dogs, I see the Sonic truck pull up behind me and think great, the window was 8-12 and they arrived just before 8 which was nice. I wave to the installer and go inside to ensure the area for the drop is clear, and don't see or hear anyone. After about 20 minutes or so I go outside and see the Sonic truck is gone with no knock, note on door, call, etc. I then check my email to find a message that the appointment was canceled and that a supervisor will need to come out to evaluate installation options. There's no indicator of when the supervisor will come or why the previous planned approach wouldn't work, just a phone number.
I call the number and am told there's some issue blocking where the install was and that a supervisor will need to evaluate options. There is no ETA for when Supervisor will show beyond that it usually occurs in a week or so, and I won't know it happens until I get an email explaining whether they can do the drop or not. The call rep, who was helpful, looked into the issue further and says my challenge is the drop on one side is blocked by PG&E and going overhead on the other would cross a neighbor's yard. I ask if I could just get the neighbor's permission (as I have a good relationship with that neighbor and could have simply walked over and asked and possibly converted them to a Sonic customer too), and it sounds like that's a possibility, but I will need to wait for the supervisor at a minimum (and presumably wait again for another install window).
I understand things beyond Sonic's control can block an install, but this appointment could have been handled much better. At a minimum, I wish the installer, who I know was on-prem and saw me, could have knocked on the door and shown me the issue and discussed options (even if they couldn't have been executed today). Alternatively, a pre-site visit where Sonic comes and visually inspects before the actual appointment with site access could have revealed the challenge, and I wouldn't have needed to cancel my personal appointment or pay for doggie day care today. I am also disappointed to have no ETA for the supervisor visit, and at this point I'm not even sure whether they will knock and explain the issue or just send another email.
I do sincerely hope we find a way to make the installer works and am posting this as I know Sonic leadership visits these forums, and hope they take this feedback for future customer installs.
