Monday, November 20, 2006

Some time ago I activated a SunRocket account to trial the service using a temporary debit card.  The debit card ran out of funds, so they emailed me to let me know that the card was declined.  Since I was finished trialing the service, I asked them to cancel… via email.  And that’s when the fun started.  SunRocket has a policy of not allowing cancellations by email.  Ostensibly this is for security, but it also gives the SunRocket rep a chance to re-sell the cancelling customer on the service.

Here’s the email exchange.  I still don’t know if the account has been cancelled, but SunRocket has asked me to participate in an online survey about my latest customer experience.  Perhaps that’s a good sign.

From: Alec Saunders
Sent: Thursday, November 16, 2006 4:49 PM
To: Member Services
Subject: RE: FW: SunRocket Invoice – Credit Card Payment Declined 2nd Notice (#6554-58943678-6330)

Blake,

Many thanks for your continued efforts to help me. 

I understand your policy, and it is rational for the situation where you receive an unsolicited email asking for a cancellation.  Since you approached me, however, there should not be a security concern.  You sent the mail to me, reminding me that a payment had not been made, and I responded by permitting you to terminate the account. 

I have no wish to spend long periods of time on a telephone line listening to hold music while waiting for an operator to respond.  I have no desire to answer the interminable questions about why I want to cancel.  Nor do I find it pleasant to defend myself from the service rep who’s unfortunate job it is to sell me on staying on with SunRocket.  I’ve made my decision, and it is final.

Once again, you have my permission to cancel the account.  And, as I said previously, my choice as a customer is to communicate with you solely by email.

Best regards,

Alec.

—–Original Message—–
From: Member Services [mailto:memberservices@sunrocket.com]
Sent: Thursday, November 16, 2006 4:16 PM
To: Alec Saunders
Subject: RE: FW: SunRocket Invoice – Credit Card Payment Declined 2nd Notice (#6554-58943678-6330)

Dear Alec Saunders,

Daer  Alec Saunders,

    I would like to say first off thank you for your business we do appreciate you very much.  Well we thank you for the time we did have you as a customer and we would like to say that we would be happy to process that cancellation for you. I’m sure you know that we cannot do that via e-mail because of our acct security policy. If there’s anything else we can do to make your SunRocket experience the best it can be, please feel free to call SunRocket Member Services at 1-800-786-0132. Our Representatives are available from 7am to 12 Midnight EST. You may also send us an e-mail at memberservices@sunrocket.com. Our e-mail support team is available 24-hours a day, 7 days a week.

Sincerely,Blake-29714
SunRocket Member Services
Ticket#: 1000328518 

If you have further questions, please visit our website at www.SunRocket.com where you can find answers by simply logging into your account.  If you are unable to find your answer online, you may contact a Member Services representative via email at memberservices@sunrocket.com, or by phone at (800) 786-0132 (7 am to Midnight ET, 7 days a week).

—–Original Message—–
From: Alec Saunders
Sent: Nov 15, 2006 10:01:04 PM
Subject: RE: FW: SunRocket Invoice – Credit Card Payment Declined 2nd Notice (#6554-58943678-6330)

David,

Many thanks for your mail.  Please feel free to cancel the account, as I have no intention of calling and talking to a customer service agent.

The credit card you are attempting to bill was an AMEX prepaid card that was given to me to trial SunRocket. My trial is finished, the card is now dead, and I have no ability to top it. You may continue to attempt payment with it until the next millennium, but there will still never be another dime available on that card.

Your apology is accepted, however, my choice to communicate with you, as a customer, is via email solely.

Best,

A

—–Original Message—–
From: Member Services [mailto:memberservices@sunrocket.com]
Sent: Wednesday, November 15, 2006 10:45 PM
To: Alec Saunders
Subject: RE: FW: SunRocket Invoice – Credit Card Payment Declined 2nd
Notice (#6554-58943678-6330)

Dear Alec,
Thank you for contacting SunRocket. 

This is with regards to your intentions of canceling your Sunrocket service. However, we are unable to process cancellations via e-mail. Please contact us at (800) 786-0132 (7 am to Midnight EST, 7 days a week) and we would be glad to help you. 

We apologize for any inconvenience this may cause.

Please use this ticket number, 1000328762, as reference to this matter. Our customer support team will be able to extend to you the same support.

Sincerely,

David 29717

If you have further questions, please visit our website at
www.SunRocket.com where you can find answers by simply logging into your account.  If you are unable to find your answer online, you may contact a Member Services representative via email at memberservices@sunrocket.com, or by phone at (800) 786-0132 (7 am to Midnight ET, 7 days a week).

  _____ 

From: Alec Saunders
Sent: Tuesday, November 14, 2006 1:06 PM
To: invoice@sunrocket.com
Subject: RE: SunRocket Invoice – Credit Card Payment Declined 2nd Notice

Please cancel the account.

Thanks – A

  _____ 

From: SunRocket [mailto:invoice@sunrocket.com]
Sent: Tuesday, November 14, 2006 8:15 AM
To: Alec Saunders
Subject: SunRocket Invoice – Credit Card Payment Declined 2nd Notice

Reference: B2

Dear Alec Saunders,

Thank you for being a valued SunRocket Member.

This is a friendly second reminder that we have been unable to secure payment for SunRocket service as described on your invoice #1436038 because your credit card has been declined by your credit card company or bank. To avoid disruption in service please respond immediately.

Your account currently has an outstanding balance of $9.95, which requires your prompt attention.  You must update your credit card information as soon as possible to ensure your account remains in good standing.  You can do so by logging onto your SunRocket account and following these steps:

1. Go to www.sunrocket.com <http://www.sunrocket.com/>  and log into your account.

2. Go to My Account

3. Select Billing Information

4. Click on “Change” under Credit Card Account Information

5. Enter new Credit Card Account Information

6. Click on “Save”

Note, you may also use a valid debit or check card with your SunRocket account so long as it works like a credit card and carries the MasterCard or Visa logo on the front. 

Once your account information is updated and valid, you can expect to be billed by SunRocket for the outstanding balance.  You will receive an email communication when the charge has been processed.

If you have any questions or concerns, please contact our Billing Team immediately at (800) 786-0132 (7 am to Midnight ET, 7 days a week) or email us at invoice@SunRocket.com <mailto:memberservices@sunrocket.com>. We appreciate your prompt attention to this matter.

Thank you in advance for your timely response,

SunRocket Billing Team

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