cbrain
join:2000-05-21
Silver Spring, MD
 ·VoicePulse for Bus..
 ·Verizon FIOS
 ·Comcast
·Future Nine Corpor..
·VoiceStick
| reply to cbrain
Re: Your call is very important to us ...
It's really not so hard to inform people you have a new number. In the past we did it when we moved. Nothing is worse than being in limbo, held hostage to people so comfortable doing their job of not accomplishing simple tasks.
Good luck SunRocket. I hope you get things together and provide real incentive to keep my new providers on their toes.
-------email from SunRocket--------
Discussion Thread
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Response (Anna - xxxx) - 06/06/2007 10:14 AM
I am very sorry for the wait and that we were disconnected. I have canceled your account and am sending the ticket up so you may receive your refund quickly.
Customer (Entered by Anna - xxxxx) - 06/06/2007 10:14 AM
Today you were wishing to cancel because your tech issue has not been fixed.
Customer (Entered by Andrea - xxxxx) - 06/06/2007 08:54 AM
You called in today after your call forwarding issue has not been resolved.
Response (Ashley) - 06/06/2007 08:49 AM
Today you called to check on the status of your issue. We were unable to get any more info on when your issue will be resolved.
Customer (Entered by Ashley) - 06/06/2007 08:49 AM
Today you called to check on the status of your issue.
Response (Daniel - xxxxx) - 06/05/2007 01:48 PM
Unfortunately, the issue is still being handled by our Tier 3 Technical Support team.
Customer (Entered by Daniel - xxxxx) - 06/05/2007 01:48 PM
You called in today because your forwarding feature is still forwarding calls.
Response (Shannon - xxxxx) - 06/04/2007 01:36 PM
Per your call we will be escalating you to our tier 2 technical agents.
Customer (Entered by Shannon - xxxxx) - 06/04/2007 01:36 PM Today you have called with your issue still unresolved.
Customer (Entered by Mathew - xxxxx) - 06/02/2007 08:11 AM
Your calling today because your call forwarding can't be disabled.
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Discussion Thread
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Response (Ashley - 29852) - 06/05/2007 02:00 PM
After researching your account, I verified there is no pending order on your account so it is OK to resubmit with your other carrier to transfer your number. If you need anything else, please call us back
Customer (Entered by Ashley - 29852) - 06/05/2007 02:00 PM
You called today because your number was rejected when trying to transfer your number to another company. |
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B
Premium,MVM
join:2000-10-28 | Wow, so you bailed! You had been saying fairly nice things about them lately too.
-- B
--
In a realm outside causality and function |
|
cbrain
join:2000-05-21
Silver Spring, MD
·VoicePulse for Bus..
·Verizon FIOS
·Comcast
·Future Nine Corpor..
·VoiceStick
| said by B  :Wow, so you bailed! You had been saying fairly nice things about them lately too. Overall I think SunRocket is moving in the right direction. Their people have have a positive attitude quite a line of BS. I'm primarily a sales/marketing guy and appreciate this. I'm also operations oriented. Set your expectations, then deliver. SunRocket fails here. Price is always a consideration but, for all my public abuse of providers, I don't think you will find individual price complaints from me. I want what I pay for and I want successful, profitable vendors. I understand promo pricing and that it is offered to move a customer to full price service. I want the service to be worth full price. Look at the time I invested in the past 2 years to get what was promised. Verizon would have been a far better value my first year, and my second is starting to slip. |
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B
Premium,MVM
join:2000-10-28
| said by cbrain :said by B :Wow, so you bailed! You had been saying fairly nice things about them lately too. Overall I think SunRocket is moving in the right direction. Their people have have a positive attitude quite a line of BS. I'm primarily a sales/marketing guy and appreciate this. Okay. I just don't get that though. Maybe you have to be in your business to "appreciate" what most of us find a mutual waste of time and dignity. I love when people are friendly or have a real positive attitude, but it becomes quickly apparent when someone's a scriptbot drone after they recite their second verbatim canned "I'm sorry you had that problem with our service" over the phone and accomplish nothing to solve your problem.
I can't speak regarding SR support though. I've never had to call them.
-- B
--
In a realm outside causality and function |
|
cbrain
join:2000-05-21
Silver Spring, MD
·VoicePulse for Bus..
·Verizon FIOS
·Comcast
·Future Nine Corpor..
·VoiceStick
| I've known techs that when given a problem start grumbling, look away, act aloof and by the time you give up in disgust you missed that they fixed your problem. Some can be so charming you get off the phone feeling so good you don't realize they didn't fix your problem. I prefer the former but try to teach compensating skills to both, and fire the rest.
I had many problems with SunRocket when I started around 5-2005. I felt support was making an effort. Around August this changed. I had to bully my way to good a good tech, but I did get one and kept in touch. Actually I didn't need him again until a gizmo went bad last summer and he was gone. I feel just recently SunRocket is getting a better attitude and performance may follow. I hope so. |
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