Sonic DSL cancellation issue

[linberl]

I've got Sonic Fiber and my son (who lives in Oakland) has had Sonic DSL thru AT&T. As it was going up to $96/mo, he switched to Monkeybrains (same or better speed @ $25 mo). He received a letter telling him to pack up his router and splitters and send them back using the label in the email. He did that and was just charged $18.60 for shipping!!!!!!!! Nowhere did it say there was a charge to use the label. It would have been substantially cheaper to send via USPS, but the label was a UPS label. First time I have been disappointed with Sonic. Not cool. The lack of transparency is unacceptable. The return instructions should have CLEARLY stated a fee was being charged, and based on dimensional weight since that's how UPS works, and he should have been given the option of using another return service. Do better, Sonic.

[loherj]

Hello and thank you for reaching out. I can understand the frustration on this matter, and in fact, transparency is a big deal for us, and I would like to look into this further for you. If you could please DM me your Son's address, I'd like to look into this matter because there should have been a disclosure that the shipping label would be provided at cost, as detailed in our equipment policy linked below. I look forward to hearing from you.

"Customer may send back modem and components by any shipping means that will not damage the modem, but the customer's Sonic account or RMA number must be clearly specified on the shipping label in order to ensure the return can be credited to the customer.  Customer is responsible for any delay or damage to modem due to packaging; customers are not required to ship in original box. Sonic will provide a shipping label, at cost."

https://help.sonic.com/hc/en-us/article ... ent-Policy

[linberl]

Sorry for taking so long to respond. I am DMing you a copy of the letter sent. The letter specifically states return using the attached label. It says nothing about costs. It does not offer alternative shipping options. While I can see it is stated in the policy, we both know that people rarely read them and that the letter does not reflect the policy. I love Sonic and will remain a customer, but I am disappointed in the lack of transparency. My son isn't as well off as I am and was impacted by that shipping fee.

[loherj]

Thank you for reaching back out and getting those messages over to me. I was able to locate the account and also listen to the call that was made to cancel the service. Our representative did not disclose the cost of the return label, and I deeply apologize for that. We make it a key point to prioritize transparency, and we fell short here. We will be using this as a training opportunity to review this interaction.

As a way to show our appreciation for you holding us accountable in this matter, I have issued a refund to the payment method on file for the cost of the shipping label and the last month of service before placing the cancellation. The refund typically takes 3-5 business days to appear in the bank account.

[linberl]

thank you! I am sure he will appreciate it. As I said, I am a lifelong Sonic fan. =)