Second Request
Dear Dane and Scott:
I am posting today to express great dissatisfaction and disappointment with Sonic service and sales.
For many years, when calling tech. support for a variety of issues, I have also inquired about the availability of Sonic Fusion in my area, only to be told by your staff that it is unavailable.
Repeatedly, I have asked to be notified when it will be available in west county, and I have been given repeated assurances that I would be notified when becomes available.
I understand that your mission is "the quality local customer service we deliver, and both the value of our service and the values of our company."
I am disappointed in both.
On 23 January, while speaking with a friend and fellow Sonic customer, I learned of Sonic's FTTN offering. I was aghast and surprised, and very disappointed to learn that he has had this service for quite some time.
He told me that by ordering Sonic FTTN, he was able to get improved Mbps and cancel his ATT service, a significant savings.
Something I have been hoping for for years.
So I called and ordered Sonic FTTN.
When I asked the friendly and courteous Sonic salesperson when Sonic FTTN became available, I was told that you have been offering the service for about two years.
I don't know the exact difference between Fusion and FTTN, but the net gain for me is the same: by using FTTN, I can cancel ATT with a savings of about $32 a month, and get improved Mbps.
I am currently a Sonic Fusion DSL customer.
Your salesperson advised me that FTTN would cost $54.69.
My current Type Pro-R Fusion basic DSL costs $54.95.
Pennies difference. Huge savings (cancel ATT) and huge increase in speed: 2.59 down (DSL) vs. about 20 Mbps down (FTTN).
I asked the salesperson for a credit on my Sonic invoice to be applied for the number of months that I could have had FTTN here, had I known about it, and was told that she would refer the matter.
A Sonic Sales supervisor did call then next day and left a message telling me that Sonic was unable to offer me a credit. He also told me that Sonic FTTN service would cost "between $60 to $65 a month.
So here are my questions:
1) What is the cost of Sonic FTTN?
Is it $54.69 / mo. as the friendly salesperson quoted me, or is it "between $60 and 65 / mo." as the Sonic Sales Supervisor quoted me?
2) When did Sonic FTTN first become available in my area? How many months?
3) Why won't Sonic offer me a credit to compensate for the months which I could have cancelled my ATT and switched to FTTN, had I known?
4) Why was I never informed by Sonic Sales that FTTN was available here, in light my MULTIPLE requests for such notification?
5) How many other Sonic Legacy DSL customers are unaware of Sonic FTTN service?
I have nothing but the highest praise for you and for Sonic Tech support, as through the years, your team has helped me with a variety of issues.
But on this one, Dane and Scott, you have totally disappointed me.
Please arrange for someone in Sonic Sales to contact me to arrange for credit due to this oversight.
Sincerely,
Scott
Dear Dane and Scott:
I am posting today to express great dissatisfaction and disappointment with Sonic service and sales.
For many years, when calling tech. support for a variety of issues, I have also inquired about the availability of Sonic Fusion in my area, only to be told by your staff that it is unavailable.
Repeatedly, I have asked to be notified when it will be available in west county, and I have been given repeated assurances that I would be notified when becomes available.
I understand that your mission is "the quality local customer service we deliver, and both the value of our service and the values of our company."
I am disappointed in both.
On 23 January, while speaking with a friend and fellow Sonic customer, I learned of Sonic's FTTN offering. I was aghast and surprised, and very disappointed to learn that he has had this service for quite some time.
He told me that by ordering Sonic FTTN, he was able to get improved Mbps and cancel his ATT service, a significant savings.
Something I have been hoping for for years.
So I called and ordered Sonic FTTN.
When I asked the friendly and courteous Sonic salesperson when Sonic FTTN became available, I was told that you have been offering the service for about two years.
I don't know the exact difference between Fusion and FTTN, but the net gain for me is the same: by using FTTN, I can cancel ATT with a savings of about $32 a month, and get improved Mbps.
I am currently a Sonic Fusion DSL customer.
Your salesperson advised me that FTTN would cost $54.69.
My current Type Pro-R Fusion basic DSL costs $54.95.
Pennies difference. Huge savings (cancel ATT) and huge increase in speed: 2.59 down (DSL) vs. about 20 Mbps down (FTTN).
I asked the salesperson for a credit on my Sonic invoice to be applied for the number of months that I could have had FTTN here, had I known about it, and was told that she would refer the matter.
A Sonic Sales supervisor did call then next day and left a message telling me that Sonic was unable to offer me a credit. He also told me that Sonic FTTN service would cost "between $60 to $65 a month.
So here are my questions:
1) What is the cost of Sonic FTTN?
Is it $54.69 / mo. as the friendly salesperson quoted me, or is it "between $60 and 65 / mo." as the Sonic Sales Supervisor quoted me?
2) When did Sonic FTTN first become available in my area? How many months?
3) Why won't Sonic offer me a credit to compensate for the months which I could have cancelled my ATT and switched to FTTN, had I known?
4) Why was I never informed by Sonic Sales that FTTN was available here, in light my MULTIPLE requests for such notification?
5) How many other Sonic Legacy DSL customers are unaware of Sonic FTTN service?
I have nothing but the highest praise for you and for Sonic Tech support, as through the years, your team has helped me with a variety of issues.
But on this one, Dane and Scott, you have totally disappointed me.
Please arrange for someone in Sonic Sales to contact me to arrange for credit due to this oversight.
Sincerely,
Scott
