I started having problems with my ATT U-Verse TV and internet service on Monday this week. Yesterday, I finally sent this tweet just to see if anyone else in my area was also experiencing problems.
Less than an hour later, this tweet came through from @ATTMikeT
By the end of the morning, Mike had called me personally and set up an appointment for a service call. By 2 pm the same day, an ATT executive that lives in Reno saw my post on Facebook and replied there asking if he could help. My service was repaired today at 10 am.
That’s extremely impressive service, exactly the way it should be. ATT is using Twitter to listen and respond when customers have U-verse issues. The response is rapid, personal, consistent and effective.
ATT has earned my TV and Internet service loyalty. I am so satisfied I have no reason to even consider alternatives.
Ironically, as much as I love the ATT U-verse product and customer support service, I am still very hesitant to switch to ATT for phone service. I would love to own an Iphone4, but ATT’s reputation with reception is so bad I will probably select a different phone and provider when I make a switch soon. I find it fascinating that all the good will their TV/Internet brand has with me does not spillover into the brand they have for phone service. It makes me wonder how many people that have (or used to have) ATT phone service might be avoiding the tremendous U-verse product because of the less than impressive performance of their phone service.
What do you think?
About the Author: Bret L. Simmons
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- My Forrester Groundswell Awards Submission 2011 | Ant's Eye View | August 2, 2011