My experience with sonic

[jorgeloera838]

I been a sonic customer for 3 to 4 years, never had a problem, well it was at&t but sonic provided the customer service I guess

Found out that sonic had fiber so I signed up but it took them like a month to install it, I had an appointment and they moved it so finally after a month or so I got sonic yee,

it was installed Saturday, by Monday it wasn’t working, called support and the soonest appointment was Saturday, so no work from home, no security cameras for my house or tv

Saturday got fixed, by Tuesday it was down again by that time I was fuming, called tech support, that time I waited 48 minutes but no answer, gave up and dial 1 so they could call me.
TYLER from sonic called , I explained the whole situation expecting some sympathy but since the beginning he was condescending and defying not a good combination when he is the customer service and I a very upset customer

I asked TYLER, after so many mistakes what sonic was going to do for me. On my experience even at a restaurant when they make a mistake, they give you some thing

I was expecting him to say I am sorry, let me see what I can do and if a got a piece of gum, I’ll would have been happy, instead he said sonic is not going to give you any, I was not calling to cancel but TYLER was the cherry on the poop cake, sonic internet is garbage as well as his customer service, sonic is internet and customer service that’s all they are so I couldn’t be with a company like this so I cancel

sonic was the good guy and at&t the bad guy but they are the same now and I’ll say that at&t is more reliable than sonic because for 3 to 4 years, I never had a problem

What I learned is that sonic is the best if you don’t use there service but when you use there service and some thing goes wrong, forget about the nice people

[jerrielm]

Hello Jorge !

Thank you for your time and feedback. I am incredibly sorry that you were having service issues. While we do try to keep our customer service up for as long as possible, there are unforeseen things that we can not prepare for. We try to keep our customers as up-to-date as possible when any type of outage occurs and work with our Dispatch Team to get Techs out there ASAP. I am sorry that we were not able to keep the service running during critical working hours for you.

I would like to talk about Tyler for a second. I was able to review the call with you and him, and to me, Tyler performed his job extremely well and respectfully. While I can understand your frustration during the call, saying Tyler was not helpful in your situation is incorrect. He offered to hear what type of compensation you would like and explained our own compensation practices. I do apologize if you felt Tyler was not the correct fit for this conversation.

If you want to keep the service, I would love the opportunity to fix these outage issues. Feel free to DM me.

Best Wishes!