I've major trouble with my VOIP service pretty much since the time I was switched over to it. I've been patient with you guys, waiting for nearly TWO YEARS for a solution to be found. So far, nothing. My third ATA (because you've replaced two of them) has started acting up, requiring me to reset it at least twice daily. I was trying to find out the status of this and when a technician visit would happen when I called tech support this afternoon.
Matthew first argued with me about the tech visit, saying your company would never send one out just to deal with VOIP service and that there had to be something wrong with my internet. Nothing's been wrong with my internet. It's been well documented over the past two years. When I told him I'd received an email from Sonic telling me a tech would be visiting me, he claimed to have no record of the email. I then forwarded him the email. He then began mansplaining that what was meant in the email was that there WAS something wrong with my internet (again, it had been previously determined that wasn't the case) at which point I asked to be transferred to someone who was more familiar with my case or to a supervisor. And that's when he got uber-hostile. Wanted to know why the name in my return address was different than my account name. As it's of a personal nature, I told him it just was and asked him why that was of any import in the current situation. He snarled back, "because I have to verify you are who you say you are." Ummmm... What? I asked him for his last name. "I don't have to give you that, " he shot back. I again asked to be transferred to a supervisor. "I can give him a MESSAGE (his emphasis, not mine) and you'll get a call back in around 48 hours."
Well, no, mofo. I've had enough of your macho posturing. I told him I'd go ahead and call back myself, which I did. Talked to a very sweet customer service agent in Sales (b/c I didn't want to end up talking to Matthew again), who promised to have a supervisor call me within 24 hours and apologized for the jerky behavior of the tech guy.
The fact that I'm even having to write this post is blowing my mind. I'm a longtime paying customer that's been SUPER patient about your company finding a solution to my VOIP problem of two years. And I have to deal with a douchebag like Matthew? I don't think so. Get this guy to a customer service for dummies class ASAP b/c wow... Just wow.