Complaint Review: Sunrocket

I called Sunrocket back in October 2006 to see if their Internet phone service would work with my Satellite Hughes Net Internet service. The sales person asked about which type of modem I had from Hughes net, I explained and was assured that their Internet phone would work. Upon reciept of their "gizmo", (a device that go's between your modem and computer to allow the use of phones.) I installed the product as per sunrockets instructions.

The first bad experience was when I would receive a call or make a call, there was a big gap between conversations. It would take 3 seconds for the party I was talking to to hear what I was saying. It is called Latency. Something I never heard of until I researched the specific problem. Of course they never mention anything about this problem when selling the service. The only way I could carry on a conversation with another party was to have each side say "over" when they had finished talking and wait for the other side to start talking. This worked fine for talking to people who knew what to do, however it was terrible for receiving calls from the outside. You are always talking over the other person and they are always shouting hello thinking they lost the connection. Nevertheless..this service was not what I paid $208 for. So I emailed them to cancel the service and get a refund for unused time. They gave me an 800 number to contact billing. Besides the usual voice prompts and crappy music and ads you have to listen to to get to billing, the experience seemed to wrap up quite well. My refund was $191.25 of the $208 I paid. I cancelled on Dec 14. 2006 and was told to expect to see the refund credited to my account in 3 business days. Decembers C.C. Statement arrived and there was no credit as promised. I contacted member services via email with a copy of their email indicating the refund. I was told to call billing again. I was not willing to wait thru their voice prompts again and asked for a supervisor to review the case and contact me via email. After many email requests that have gone on since Dec 14th 2006 to the date of this compliant Feb.18 2007. I have been stone walled by memberservices. They continue to insist that they refunded my account. I had to contact American Express who offered to refund the 191.25 and launch an investigation. I cannot help but wonder, how many companies are claiming to issue refunds and never do hoping you wont check your statement. This company falls into that catagory..beware of doing business with sunrocket! P.S. I live off the grid and have solar power, no phone, and great internet provided by Hughes net..I just needed a phone without the latency issues..which i get with my cell phone. Watch out for SunRocket!

Rick
Redway, California
U.S.A.