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SunRocket Common Sense and a Happy Ending

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.

{ 3 comments… add one }

  • Andrew December 5, 2006, 10:04 pm

    the power of social media… this should be clear as a bell for all service companies

    "your customers are conversations" ~ Cluetrain Manifesto

    I will amend my rather nasty post on this with a happy ending as well. :)

  • Alec December 6, 2006, 2:42 am

    Thanks for the support Andrew!

  • Dad December 6, 2006, 8:58 am

    Hey Alec, I suspect you got a lot of fun out of this!

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