I've been a sonic customer for over a year. I couldn't wait to get away from AT&T. I have sung Sonic's praises and have signed up 2 other friends. In the past two months, I have seen customer service take a nose dive, in direct proportion to the explosion of Sonic advertising and marketing efforts.
(1) I regularly wait 20-30 minutes for IT to call me back. Unacceptable. If the infrastructure is not in place to handle your existing customers' issues--and clearly it isn't--why are you going nuts trying to get as many new customers as fast as you can sign them up?
(2) I now receive marketing snail mail from Sonic 2-3x/wk, telling me about their services and that I should sign up. Last week, I received 3 flyers and one letter in my mailbox ON THE SAME DAY. All of them were addressed to Current Resident. Seriously? As a customer, I've been sending monthly checks -- with my name on them -- to Sonic for more than a year, but Sonic can't be bothered to cross-reference their mailing list to make sure they are not wasting paper and postage sending mailings to their existing customers?
(3) Ive held off upgrading to fiber optic because of comments I was reading in the forums. Now, with comments on here, I'm reconsidering. I work from home some days and I can't afford to have no service! I wonder if Dane even reads the forums anymore.