Sonic.net, Inc.

I have considered this case, and I will allow the customer (***) to return the equipment. The modem must be shipped to:
Sonic.net
Apollo way
Attn: *** ***
*** *** ** ***
The customer is responsible for return shipping
Once we receive the modem, we will
continue to honor the discount for the remaining number of months the promo is in force
We appreciate this notice, and have edited our policy pages to reflect the policy more clearly
Best,
- Eli Caul
Director of Customer Care
707-237-

Complaint: ***I am rejecting this response because:
This is a spam call This is not a foregin language service They are harassing me and calling me every other day
Sonic.net already blocked the first number months ago Then the same foregin language message called from another number They said they would block it but never did This is not an arabic foregin language service, Please call it and you will seeSincerely,*** ***

We have reached out to the complainant to offer to work with him to troubleshoot his slow speed issues, but we have not heard backWe want him to be satisfied with the service, and we hope to engage him to address the slow speed issueWith regard to the phone line, our service is a bundle which we
believe suits the needs of most customersThe price, including taxes and fees, still compares very favorably to other gigabit fiber offerings on the market todayWhile we understand that a landline is not preferred by some customers, the fact that we offer free long distance and international calling and the local eservice we feel adds value to the product, even for those who use their cell phone primarily.
I am willing to waive the early termination fee if the complainant wishes to find another service providerWe don't want to keep a customer with a service with which they are unhappyHowever, I would request that he reaches out to our tech support team or me personally to try and resolve the speed issue first
Kind regards,
Adam Martinetti
Customer Experience Manager
Sonic.
707-237-24**

Initial Business Response /* (1000, 7, 2015/12/15) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***@sonic.com
Our records show that on the 21st of November, a supervisor at Sonic refunded one month as per the customer's requestWe no longer accept partial
payments, but we understand we need to be accommodating to some customers as we transition to this new policy
Initial Consumer Rebuttal /* (2000, 9, 2015/12/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We're sorry to hear that the service is running slower than was anticipatedSonic doesn't employ artificial speed tiers, and we don't charge for data usage; we charge for each line that provides physical transit, meaning the infrastructure that connects us to our customersIn most areas we offer
single line service and dual line serviceRegardless of their potential speed, whether its 1mbps or 100mbps, we charge the same baseline rate: $40/mo + tax for single line service, and $60/mo + tax for dual line serviceThat being the case, we do try and make every line perform to its fullest capabilityWe provide a reasonable "up to" speeds based on a customers physical distance from our equipmentThe "Up to" speed is an average, based on the speeds of other customers under similar circumstancesIf this distance is inaccurate, or more commonly, if there are physical impediments, it's possible speeds might be slower than anticipatedThis unfortunately isn't a situation where we can just enable a faster speedThe next level of service requires an additional DSL line, an upgraded modem, and installationWe apologize for any lack of clarity regarding the services we provide and for the frustration, and would like to extend an offer for free installation should *** wish to upgrade to a dual line service

*** *** and I have corresponded via email to discuss the problems with her serviceWe have issued a credit based on the issues she has described, and we have made a commitment to make our bills more human readable in the futureWe have been discouraged to here about her interactions with our
support team, but Grace has my contact information, and if our support team is not able to meet her needs in the future, she is more than welcome to call me directly so I might address thisOn behalf of Sonic I want to apologize sincerely for the slow service so farWe will do everything we can to ensure excellent and interruption free service going forward

Sonic apologizes for the delay in response as we adjust to the Revdex.com’s new electronic complaint submissionThe taxes and fees for Sonic service are listed publicly at , and we hope they never come as a surpriseAll our
consumer sales agents are trained to list the full price including taxes at time of signup
The speed estimate quoted to you is based on the average of other customers at comparable distanceSonic doesn’t believe in speed tiers, and we give each customer the most speed possible based on the infrastructureActual speeds can vary based on the quality of the phone lines in your area, and we are sorry that this has fallen below expectationsWe appreciate that the actual speed has fallen well below estimates, that you have stuck with the service through the majority of your term already and that our message about the price and terms of the service did not come across clearly in this caseWe are willing to waive the remainder of your early termination fee to help you find a provider that you will feel satisfied with
Kind regards,
Adam Martinetti
Customer Experience Manager
Sonic
[email protected]

Initial Business Response /* (1000, 15, 2015/10/21) */
Dear Ms***,
I want to apologize on behalf of Sonic for the lack of response to this caseWe had a new manager reach out to the customer on the 17th of September to both rectify the speed issue and apply a six month credit to the
accountWe have not heard back from the customer yet to confirm he is satisfied with this decision, and we neglected to respond to the complaint via the Revdex.com interface
Please let me know if there is any proof we can supply in order to more adequately address this issue
Sincerely,
*** ***
Support Manager
Sonic, Inc
Initial Consumer Rebuttal /* (2000, 17, 2015/10/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hi,
Thank you very much Revdex.com and Sonic.netYes, I accept the 6-month credits, but with one condition that Sonic does NOT automatically re-enroll me with the one-year plan again, since I have passed *** year requirement when I enrolled with SonicThat is, I am now on a monthly plan and can cancel any time, which I am not planning so
Thank you again for the 6-month credits
Regards,

Initial Business Response /* (1000, 5, 2015/08/07) */
Contact Name and Title: *** ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@sonic.com
The customer is correct that he was being billed for the incorrect serviceI have corresponded with this customer directly between the
time he sent the report and when we received it, and we have agreed to refund the entire data portion of his service for the time period he was receiving the incorrect speed
We are working with AT&T management, who have discovered "human error" in their ordering system was the cause of the initial misprovisioning, and we are working to ensure this does not happen again
Initial Consumer Rebuttal /* (2000, 7, 2015/08/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Sonic refunded the fees for the services that they did not provide

Initial Business Response /* (1000, 5, 2016/02/22) */
Dear Mr. **,
I am sorry to hear that we were unable to help you get the full speeds over your wireless connection. It is my understanding that we have processed your cancellation and waived our early termination fee for you.
Please let...

me know if there is anything else we can do to assist.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

This number does not really fall into the category that we would usually require to block it network-wide.
However, because we promised that we would block it, I have had this done as of [redacted].
We do apologize for the frustration and poor communication surrounding this case.
Best,
- Eli...

Caul
[redacted]

Complaint: [redacted]I am rejecting this response because:
Sonic.net told me that they would stop the spam caller from calling me.  They did not.  I receive a spam call from this group every few days.
It is a recorded message in a foreign language.  They somehow later claimed it is a radio station and they cannot block it.  If you call the number you get that same darn recorded message in a foreign language that they have been spamming me with for the past 6 months.  It is not a radio station.
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/06/16) */
We consider this issue resolved. On 6/5, more than the amount in question was refunded to the card, along with an additional courtesy credit issued to the account.
While our representative's email response to the complainant could certainly...

have been more helpful (we have provided coaching in response to this incident), we are surprised to see that her response was construed as an outright refusal to correct the error.
We are happy to see that the user has successfully been moved to single line service as requested. The consumer has been provided my direct contact information, and I am happy to assist with any further questions.

We're sorry to hear that the long turn-down time for the service has inconvenienced you. We understand that the long turn-down time isn't ideal, and we do make every effort to disclaim this aspect of the product during sign-up. The turn-down process can take up to 30 days, but can be...

completed quicker. We will make every effort to ensure this process is completed as soon as possible for your line.
 
Sincerely,
Adam Martinetti
Customer Experience Manager
Sonic

Complaint:[redacted]I am rejecting this response because:
I am waiting for my next bill for proof that appropriate measures have been made. Sincerely,[redacted]

Initial Business Response /* (1000, 8, 2015/05/14) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@sonic.com
Hi [redacted],
I apologize for the slow speeds and the lack of responsiveness on our side. We have fixed the speed issue with your current...

circuit, provided you with a one month credit, and reassigned you a new Account Executive. She will be back in the office Monday, and will reach out to you as soon as she is able.
Regarding your interaction with our billing department, that department is not trained to answer questions regarding Enterprise-level products. You should be able to solve all these issues through your account executive, and I am confident that you will find Shannon (your new AE) to be intelligent, responsive and happy to help.
Please let me know if you have any other questions, or if there is anything else that I can do to help.
Kind regards,
[redacted]
Support Manager
Sonic, Inc.

Initial Business Response /* (1000, 5, 2015/12/21) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@sonic.com
In this case, the customer signed up through our website on his own. During the signup process, before an account is created or a card...

is charged, our website outlines the full monthly price, including a breakdown of taxes and fees local to the customer's area. We never want taxes and fees to be a surprise to our customers.
Approximately $5.76 of the customer's most recent charges were pro-rated from his first month, and will not be present on ensuing bills.
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (3000, 7, 2015/12/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I just went to your website and pretended to sign up for service. Page 1 said $40 (plus taxes and fees) for gigabit internet and unlimited phone. I get 5.5-6Mbs max (gigabit internet is 1000Mbs) and my phone service does not work at all. Page two said for the option of up to 15Mbs, monthly cost, Total $26.50. Page 3, where you enter your credit card and essentially sign up for 12 months, also said Total $26.50 next to the credit card form. I have take screen shots off all of these pages and will use as evidence if I need to pursue legal action.
Final Business Response /* (4000, 9, 2016/01/13) */
Mr. [redacted],
I apologize if you feel our website is any way misleading. This is not intentional. Let me address your points page by page.
For page one, I'm assuming you mean the first slide of the main page of sonic.com. The page says, "Starting at $40/month, plus taxes and fees, unlimited phone + up to gigabit internet." Our gigabit internet service costs just the same as internet access costs for every Sonic Fusion customer, $40 plus taxes and fees. The idea is that it all costs the same price, and we give you the fastest speed available in your area. That's what we present on the next page.
On the second page, where we quote a potential speed ("up to 15mb/s"), this is an educated guess based on your distance to the local central office and an average of other customers at that particular distance. We work hard to ensure all customers obtain the best speeds possible for their distance, and we offer a 30 day money-back policy if after signup the speeds are not to your liking.
You are correct that we do not charge taxes at front during sign-up. This is because we have to verify your address and rate center, to ensure we charge you the right taxes for your area. This is why pro-rated taxes show up on your second bill. If you go back to page 2 or page 3 where you see the estimated monthly cost, you'll see a question mark highlighted in black on that same line. If you click on this, it will explain that this does not include taxes and fees, and it provides a link to a breakdown of possible taxes and fees you might see on your bill and what they're for.
I think I was able to find your account based on your name. If this is the right account, it looks like we waived the early termination fee and refunded you for some service the same day you submitted your response here. Please let me if this is the correct account, and what a satisfactory resolution to this complaint would look like to you.

In looking at the history of this case, we were repeatedly asked to block [redacted].  We agreed to block [redacted] on [redacted], and failed to do so.   I had [redacted] blocked on [redacted] as per our original agreement.
On [redacted] called us and asked us to block a different number, [redacted].  
 
This number actually goes to the same Arabic radio station as [redacted], but in this case we have requests from other customers to specifically white list that number, i.e. exempt it from blocking.
Clearly, this is a case of a foreign language information service that is useful to some customers, and annoying to others.  If we block this number for one customer, we will be harming other customers that have specifically asked us to make that resource available.
 
There is no good solution here, because we can only block numbers network-wide, not on a per subscriber basis.
 
Thank you, and I apologize again for the confusion regarding [redacted].
 
- Eli Caul

Complaint: [redacted]I am rejecting this response because:This number was not blocked as of [redacted].  I received a call from this number --[redacted] at [redacted] pm on [redacted].Sincerely,[redacted]