Update 16 days (11 buisness days) after receiving gizmo:
After failing to include the free phones with the gizmo, and mutiple (at least 3) calls to customer service beginning on the day I received the gizmo, the free phones arrived today (via UPS Next Day Air).
No incoming calls yet. Was contacted in the first week after receiving gizmo to verify my address because their vendor's database did not have my address (it's a 911 problem, which also prevents incoming calls from working). Today, told that my address cannot be found. Advised to call 911 and ask what they have my address as. Informed Sunrocket that my current phone company is Vonage, which was able to activate 911 with my address, and asked if they use the same 911 service. Was told that they will get back to the vendor and there must be something wrong.
Sent fax authorizing transfer of my number on 2/2. Contacted customer service on 2/4 and 2/9, was told that the fax does not show up in the system. Director of provisioning informed me on 2/10 that I should refax. 2/11 received voice mail asking for the fax number I used to send the fax, and told that they can retreive my fax with that. Left this information on VM on 2/11. Still no word.
Give this, the voice quality is appreciably better than what I experienced with Vonage. I just wish that I could accept calls. I am still (perhaps unrationally) very happy with SunRocket and their customer service (although, with the phone issue I began to wonder whether these tickets actually do anything, since I had to call in 3 or 4 times before the phones actually got sent). Also, they do seem to care about you. On Friday, I got a call about my download speeds being affected, and when the person found out my incoming calls weren't activated yet, he sounded genuinely concerned. I have also been in contact with the director of provisioning (about the incoming calls and number transfer) and he responds quickly to my emails and seems to be on top of things.
The only odd thing to me is that it seems like everyone else's customer service experience has been much more expedient (ie people getting phones overnighted to them on the first call; no reports of missing faxes when sending in the transfer authorization). Although it speaks well for the company that I seem to be in the minority, I hate to be the unlucky one as well. Such is life. And I guess they're lucky that these things are happening to an understanding customer.
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