SunRocket Common Sense and a Happy Ending

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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. 

Next up I got a call from Natalie Sterling in the billing department who promptly, and without question, cancelled the account.  She also credited the payment from November that accrued while I argued with customer support.

And the piece of additional information required to “verify” my identity?  The credit card I ordered the service with, or my mother’s maiden name. 

Thank you.

For what it’s worth, if you’re in the market for a VoIP provider, SunRocket’s services are excellent, and the cordless VoIP phones they supply from ATS are tops. Just don’t try to cancel by email.

Alec Saunders is the Vice President of Developer Relations for BlackBerry make Research in Motion. This is his personal blog, with his personal viewpoints. Prior to this Alec was the CEO and co-founder of Calliflower — the easiest way to hold a meeting, online, on a conference call, or on the go. A double-decade veteran of product management and marketing, he spent nine years at Microsoft where he helped launch Windows 95, the first two versions of Internet Explorer, the Universal Plug and Play initiative, the push into home markets, opt-in email marketing and what might well go down in history as the very first direct email list ever.

Tagged as: SunRocket, VoIP