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!
September 13, 2007 at 7:33 pm
[...] Their customer support is basically nothing but a bunch of warm bodies halfway across the world trained to ask the same questions over and over again. Their account managers are useless as they don’t even have an idea of who you are. We’ve escalated our issues to their so-called Regional Manager who promised a lot of things but we have not heard from since and guess what. She’s leaving AT&T and judging from her actions, she wasn’t planning on passing the issue along to whoever her successor might be. [...]