Complaint: [redacted] I am rejecting this response because: I am waiting for my next bill for proof that appropriate measures have been madeSincerely, [redacted]
Initial Business Response / [redacted] (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 connectionIt 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 / [redacted] (2000, 7, 2016/02/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 8, 2015/05/14) */ Contact Name and Title: [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] @sonic.com Hi ***, I apologize for the slow speeds and the lack of responsiveness on our sideWe have fixed the speed issue with your current circuit, provided you with a one month credit, and reassigned you a new Account ExecutiveShe 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 productsYou 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 / [redacted] (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 ownDuring 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 areaWe never want taxes and fees to be a surprise to our customers Approximately $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 / [redacted] (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 servicePage said $(plus taxes and fees) for gigabit internet and unlimited phoneI get 5.5-6Mbs max (gigabit internet is 1000Mbs) and my phone service does not work at allPage two said for the option of up to 15Mbs, monthly cost, Total $Page 3, where you enter your credit card and essentially sign up for months, also said Total $next to the credit card formI have take screen shots off all of these pages and will use as evidence if I need to pursue legal action Final Business Response / [redacted] (4000, 9, 2016/01/13) */ Mr [redacted] , I apologize if you feel our website is any way misleadingThis is not intentionalLet me address your points page by page For page one, I'm assuming you mean the first slide of the main page of sonic.comThe 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, $plus taxes and feesThe idea is that it all costs the same price, and we give you the fastest speed available in your areaThat'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 distanceWe work hard to ensure all customers obtain the best speeds possible for their distance, and we offer a 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-upThis is because we have to verify your address and rate center, to ensure we charge you the right taxes for your areaThis is why pro-rated taxes show up on your second billIf you go back to page or page where you see the estimated monthly cost, you'll see a question mark highlighted in black on that same lineIf 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 nameIf 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 herePlease let me if this is the correct account, and what a satisfactory resolution to this complaint would look like to you
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]
Initial Business Response / [redacted] (1000, 5, 2015/06/16) */ We consider this issue resolvedOn 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 requestedThe consumer has been provided my direct contact information, and I am happy to assist with any further questions
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] , [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.eexempt 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: I am waiting for my next bill for proof that appropriate measures have been madeSincerely, [redacted]
Initial Business Response / [redacted] (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 connectionIt 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 / [redacted] (2000, 7, 2016/02/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 8, 2015/05/14) */ Contact Name and Title: [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] @sonic.com Hi ***, I apologize for the slow speeds and the lack of responsiveness on our sideWe have fixed the speed issue with your current circuit, provided you with a one month credit, and reassigned you a new Account ExecutiveShe 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 productsYou 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 / [redacted] (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 ownDuring 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 areaWe never want taxes and fees to be a surprise to our customers Approximately $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 / [redacted] (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 servicePage said $(plus taxes and fees) for gigabit internet and unlimited phoneI get 5.5-6Mbs max (gigabit internet is 1000Mbs) and my phone service does not work at allPage two said for the option of up to 15Mbs, monthly cost, Total $Page 3, where you enter your credit card and essentially sign up for months, also said Total $next to the credit card formI have take screen shots off all of these pages and will use as evidence if I need to pursue legal action Final Business Response / [redacted] (4000, 9, 2016/01/13) */ Mr [redacted] , I apologize if you feel our website is any way misleadingThis is not intentionalLet me address your points page by page For page one, I'm assuming you mean the first slide of the main page of sonic.comThe 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, $plus taxes and feesThe idea is that it all costs the same price, and we give you the fastest speed available in your areaThat'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 distanceWe work hard to ensure all customers obtain the best speeds possible for their distance, and we offer a 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-upThis is because we have to verify your address and rate center, to ensure we charge you the right taxes for your areaThis is why pro-rated taxes show up on your second billIf you go back to page or page where you see the estimated monthly cost, you'll see a question mark highlighted in black on that same lineIf 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 nameIf 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 herePlease let me if this is the correct account, and what a satisfactory resolution to this complaint would look like to you
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]
Initial Business Response / [redacted] (1000, 5, 2015/06/16) */ We consider this issue resolvedOn 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 requestedThe consumer has been provided my direct contact information, and I am happy to assist with any further questions
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] , [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.eexempt 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