- Average user rating: 2.5 stars out of 119 reviews Back to product review
- My rating: 0 stars
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3 out of 3 people found this review helpful
0.5 stars
"Potentially good product done in by pathetic customer service"
Pros: Easy installation, great pricing
Cons: Don't run into trouble, because you will never get out of it
Summary: I was excited to get my first VOIP phone in August 2006 through Sunrocket. It all looked great on paper ... the product arrived, was easy to install, and the service looked great. Within 2-3 weeks, the trouble began. The phone service would inexplicably fail: outgoing calls would lead to busy signals, and all incoming calls would keep ringing and get redirected to phone mail even when we picked up the phone. At the writing of this comment in the end of Dec 2006, the issue remains unresolved. I have spent weeks EVERY MONTH without phone service as Sunrocket's customer service has gone through its regulation "troubleshooting". By the way, the troubleshooting involves repeatedly being asked the same questions by different people. I literally spent several hours every week trying to figure out what was wrong. All the time I kept asking them to send me a replacement gizmo, but they would refuse saying that it was against their troubleshooting policy.
After months of patience, I had to be quite blunt and candid with their customer service department. At that point (sometime in November) they decided to promote my case to Tier 2 technical support (it took Tier 1 three months to figure out that they did not have an answer to my problem). Tier 2 called, recommended a quick fix which gave way within 10 days.
When I called back, I was sent another troubleshooting questionnaire asking me questions that I had answered several times previously. On being very blunt once again, I was reluctantly transferred to the highly protected Tier 2 engineers once more. Finally the service engineer had to agree that the gizmo needed to be replaced, something that I had requested months before. A promise was made to ship it out the very same day.
It has been about 7-8 days since that conversation, and the new gizmo is nowhere in sight. Meanwhile, I have spent pretty much the whole of December without phone service. Once again.
I paid $199 for the yearly subscription. When I asked that I be compensated for the lack of service, I was very rudely told that I had signed a contract that obviated that possibility. Obviously, Sunrocket is being run by people who are riding high on their aggressive marketing strategy, while they do not realize that keeping customers satisfied is also an important part of keeping and expanding a market.
Sunrocket bears great promise, and if the gizmo works for you, then great. But God forbid you run into trouble - please do not expect resolution from what appears to be a red tape infested customer service department.
- 1 reply to this review
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The same problems happened to me also....and i would NEVER go back....now customer service doesn't even work!
