When you have an isolated problem with a service or product it’s easy move on and forget the issue. When you have multiple occurrences it’s easy to become frustrated. Take AT&T, my data carrier. Service has been interrupted several times in recent weeks and for extended periods. My company pays its bills so I know that money is not the issue!
When service is interrupted, my IT Director calls AT&T and always receives the same answer. “Our lines are fine so the problem must be with your equipment”. This has not been the case. What I would prefer is that our service provider act on the information provided. Stay in touch with updates instead of us having to track them down. Also, when asked for a meeting to discuss problems and problem resolution it would be nice to get a response. Fix the problem. Step up to a level of customer service. Be visible and accountable.
I had voiced my concerns to the Regional Manager for AT&T and had requested a meeting to address the issues that we as a business face as a client of theirs. No answer. When reaching out to this same individual regarding our most recent outage and the continued need to meet I was told that they were leaving this position and wouldn’t be available. Trying to sneak out the door without escalation or resolution about sums up my experience with AT&T.
What does it take to get one person in their ranks to step up and work with a paying customer? This could be one of the mysteries of our time!
