Comments on: SunRocket and I enter the Twilight Zone http://www.saunderslog.com/2006/12/05/sunrocket-and-i-enter-the-twilight-zone/?utm_source=rss&utm_medium=rss&utm_campaign=sunrocket-and-i-enter-the-twilight-zone An outcome-driven leader, proven technology product developer, and marketer with over 20 years of hands-on experience including start-up, small and large business environments, and the board room. This is my blog. Thu, 26 Jan 2012 17:15:58 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: IP Hosted PBX » VoIP Roundup - Sat Dec 09/06 http://www.saunderslog.com/2006/12/05/sunrocket-and-i-enter-the-twilight-zone/#comment-4069 IP Hosted PBX » VoIP Roundup - Sat Dec 09/06 Sun, 10 Dec 2006 01:57:34 +0000 http://saunderslog.com/2006/12/05/sunrocket-and-i-enter-the-twilight-zone/#comment-4069 [...] SunRocket Damage ControlAlec Saunders has been talking about the problems he had with cancelling his SunRocket VOIP account, which he tried to do via email and which they refused to accept. However he reported recently that SunRocket’s PR guy and contacted him and the matter has been sorted out. The issue is simply that you can’t cancel by email. [...] [...] SunRocket Damage ControlAlec Saunders has been talking about the problems he had with cancelling his SunRocket VOIP account, which he tried to do via email and which they refused to accept. However he reported recently that SunRocket’s PR guy and contacted him and the matter has been sorted out. The issue is simply that you can’t cancel by email. [...]

]]> By: Jason http://www.saunderslog.com/2006/12/05/sunrocket-and-i-enter-the-twilight-zone/#comment-4068 Jason Thu, 07 Dec 2006 17:25:19 +0000 http://saunderslog.com/2006/12/05/sunrocket-and-i-enter-the-twilight-zone/#comment-4068 If they threaten to cancel for non payment, threaten them with a charge reversal through your credit card. That has at least two effects. 1) They pay a fee to contest it. 2) They get a black mark against their account which increases their ongoing settlement fees. The credit card companies are all very protective of their cards, and they lean towards the consumer in online transactions. Of course, it just escalates everything, but if it's at the point of threats, it's already lost. If they threaten to cancel for non payment, threaten them with a charge reversal through your credit card. That has at least two effects.

1) They pay a fee to contest it.
2) They get a black mark against their account which increases their ongoing settlement fees.

The credit card companies are all very protective of their cards, and they lean towards the consumer in online transactions. Of course, it just escalates everything, but if it's at the point of threats, it's already lost.

]]> By: Mum http://www.saunderslog.com/2006/12/05/sunrocket-and-i-enter-the-twilight-zone/#comment-4067 Mum Wed, 06 Dec 2006 11:54:11 +0000 http://saunderslog.com/2006/12/05/sunrocket-and-i-enter-the-twilight-zone/#comment-4067 Bizarre! Personally, I would have used the phone and I would not have been polite if the customer service agent insisted on trying to persuade me to keep on with the company. It seems to me that you have spent far more time on e-mails than you would have on a phone call. But, that's my persistent boy! Recently, we had such bad service from the local newspaper that we decided to cancel it. The person on the other end did not even want to know why! Your Dad had to ask her if the paper was not interested to know why a customer was cancelling the paper. Bizarre! Personally, I would have used the phone and I would not have been polite if the customer service agent insisted on trying to persuade me to keep on with the company. It seems to me that you have spent far more time on e-mails than you would have on a phone call. But, that's my persistent boy! Recently, we had such bad service from the local newspaper that we decided to cancel it. The person on the other end did not even want to know why! Your Dad had to ask her if the paper was not interested to know why a customer was cancelling the paper.

]]> By: SunRocket Common Sense and a Happy Ending -- Alec Saunders .LOG http://www.saunderslog.com/2006/12/05/sunrocket-and-i-enter-the-twilight-zone/#comment-4066 SunRocket Common Sense and a Happy Ending -- Alec Saunders .LOG Tue, 05 Dec 2006 22:30:48 +0000 http://saunderslog.com/2006/12/05/sunrocket-and-i-enter-the-twilight-zone/#comment-4066 [...] SunRocket seems to have come to its senses this afternoon.  I received mail from PR guy Brian Lustig asking to chat.  He apologized for the headaches I’ve experienced trying to cancel, and admitted that the cancellation policy was unclear. SunRocket appears to really want to make good on its commitment to hassle free cancellation. Brian pointed out that they are among the few who don’t have a cancellation fee, and then committed that they would make their cancellation procedure more clear in the future.  [...] [...] SunRocket seems to have come to its senses this afternoon.  I received mail from PR guy Brian Lustig asking to chat.  He apologized for the headaches I’ve experienced trying to cancel, and admitted that the cancellation policy was unclear. SunRocket appears to really want to make good on its commitment to hassle free cancellation. Brian pointed out that they are among the few who don’t have a cancellation fee, and then committed that they would make their cancellation procedure more clear in the future.  [...]

]]> By: Alec http://www.saunderslog.com/2006/12/05/sunrocket-and-i-enter-the-twilight-zone/#comment-4065 Alec Tue, 05 Dec 2006 14:34:14 +0000 http://saunderslog.com/2006/12/05/sunrocket-and-i-enter-the-twilight-zone/#comment-4065 Hey Twitchy... stay tuned. Hey Twitchy… stay tuned.

]]> By: Twitchy http://www.saunderslog.com/2006/12/05/sunrocket-and-i-enter-the-twilight-zone/#comment-4064 Twitchy Tue, 05 Dec 2006 11:57:02 +0000 http://saunderslog.com/2006/12/05/sunrocket-and-i-enter-the-twilight-zone/#comment-4064 Just my opinion here (and at the risk of offending people), but...why not just call them and cancel it? I understand that it's become a "principal of it" thing now, but we all know that customer service drones have specific rules to travel by, and can't bend them. So call and cancel. I must also say that I'm guessing you would be equally, if not more, incensed if someone emailed them from your account and cancelled it if you didn't want them to...then you'd be complaining about their lack of security. I think your view of this as bad customer service is slightly misguided...not that I'm supporting sunrocket, just their process here makes sense to me. I agree with you that telephone does not necessarily mean more secure, but they can ask you identity specific questions on the phone that you probably don't want to give in an email which leaves a track...such as credit card or ID information. Which I guess does make it more secure. I will say that the whole idea of them telling you to follow procedures from their website that don't actually exist there is assinine, but beyond that I can't see that they're doing anything overly silly here. Maybe I'm the only one. Just my opinion here (and at the risk of offending people), but…why not just call them and cancel it? I understand that it's become a "principal of it" thing now, but we all know that customer service drones have specific rules to travel by, and can't bend them. So call and cancel. I must also say that I'm guessing you would be equally, if not more, incensed if someone emailed them from your account and cancelled it if you didn't want them to…then you'd be complaining about their lack of security. I think your view of this as bad customer service is slightly misguided…not that I'm supporting sunrocket, just their process here makes sense to me. I agree with you that telephone does not necessarily mean more secure, but they can ask you identity specific questions on the phone that you probably don't want to give in an email which leaves a track…such as credit card or ID information. Which I guess does make it more secure.

I will say that the whole idea of them telling you to follow procedures from their website that don't actually exist there is assinine, but beyond that I can't see that they're doing anything overly silly here. Maybe I'm the only one.

]]> By: Alec http://www.saunderslog.com/2006/12/05/sunrocket-and-i-enter-the-twilight-zone/#comment-4063 Alec Tue, 05 Dec 2006 11:48:29 +0000 http://saunderslog.com/2006/12/05/sunrocket-and-i-enter-the-twilight-zone/#comment-4063 Hey you know, I guess I am just pigheaded. I don't understand why they are so insistent on the phone call, except that I guessed this morning that it probably has to do with the $9.95 overdue bill. But if that was the case, I would have expected them to just come out and say so. Hey you know, I guess I am just pigheaded. I don't understand why they are so insistent on the phone call, except that I guessed this morning that it probably has to do with the $9.95 overdue bill. But if that was the case, I would have expected them to just come out and say so.

]]> By: Mark http://www.saunderslog.com/2006/12/05/sunrocket-and-i-enter-the-twilight-zone/#comment-4062 Mark Tue, 05 Dec 2006 09:25:54 +0000 http://saunderslog.com/2006/12/05/sunrocket-and-i-enter-the-twilight-zone/#comment-4062 ohmigod, this is pure gold! You are now the bearer of the torch, for which many should be and are grateful, but I gotta ask: what were you thinking trying to reason with a support rep in the modern, postindustrial global economy :-) ? But, yeah, no cancellation policy to be found anywhere. If that doesn't tell you what you need to know, nothing will. ohmigod, this is pure gold!

You are now the bearer of the torch, for which many should be and are grateful, but I gotta ask: what were you thinking trying to reason with a support rep in the modern, postindustrial global economy :-) ?

But, yeah, no cancellation policy to be found anywhere. If that doesn't tell you what you need to know, nothing will.

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