I want to talk about a very unprofessional and inflexible customer service that I faced with Sunrise for my recent connection. I am a Sunrise customer from last 2 years and as my contract was expiring, I got a new contract around 2 months in advance. I was informed that before my current connection is closed, I will receive the new device and my connection will be activated.
Today (or yesterday) is the last day of my old contract and wifi is not working at my place anymore. When I called at customer care, I was informed that it is suspended because contract is expired, which is fair, but where is the device and activation of new connection? I was told that there was some issue at Sunrise’s end and didn’t activate the connection. They will send me the device now, after I called them, otherwise it was not even in their radar.
I requested that since we are working from home, we need wifi and it is required for many other tasks as well. But since the line is already suspended, it would take them 7 days to activate it again, if they want to. And device for new connection will be shipped today. Who is responsible for the loss of 2 days and sudden hassle and mental stress we had to face as we had to find alternatives quicly because it was just a sudden stop of internet?
Even after repeated requests and explaining my situation, there was no resolution provided by Sunrise. Unprofessional because they couldn’t inform me in time about the delays on their side. Inflexible because they couldn’t find a resolution when old device is already installed at my end.
I hope my new connection gets activated tomorrow. I wanted to write an email to Sunrise so that such a miss doesn’t go unreported, but I couldn’t find any email address or other means. So, I decided to write here. This creates awareness as well. Please check and verify about your new orders if old is expiring, don’t just rely on Sunrise here.
Question: Is there any email address where I can send this info to Sunrise with my id details etc as well?