ATT Has Twitter’s Number For Impressive Customer Service

October 28, 2010 9 Comments

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?

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Service System Failure: How ATT Used Twitter To Recover

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  1. Jesse says:

    I had Uverse for a while and I was impressed with their technical support. Their first tier support is phenomenally better than Charter’s (who I have now).

    I cancelled Uverse because I had an issue that lasted for a month straight with their technicians coming to my house quite often (7 times). My wife and I had to leave work and be home while they were at my house. They finally fixed the issue and would only give us one month’s credit. We we significantly inconvenienced but they didn’t seem to care.

    [Reply]

    Bret L. Simmons Reply:

    Thanks for sharing that, Jesse. Charter was my provider before ATT, and as you know, the Charter service is mediocre at best. Much to my surprise, the ATT internet is as fast as and much more reliable than than cable. But if I were in your shoes I probably would have done the same thing. As good as Uverse is, it still have glitches in certain areas. Thanks! Bret

    [Reply]

  2. Jonathan Ledbetter says:

    I have U-Verse, and while I love the service, speed, and uptime, I have an issue with their customer service. The several times I’ve called to reach someone in Nevada who works with U-Verse, I end up getting one of two people:

    1. A Nevada agent that doesn’t work with U-Verse, or
    2. A U-Verse agent that can’t access Nevada accounts (usually located in California)

    For 15 minutes I often get transferred between the two until I get someone who just does something with my account. The stupid thing is that a U-Verse agent in one state isn’t allowed to access U-Verse accounts based in another state, even though there are no U-Verse agents in Nevada. They make no initial reasonable accommodations for problems like that until you reach someone who says “to hell with regulations, I’m going to help this guy.”

    It’s an annoying aspect to otherwise impeccable service.

    [Reply]

    Bret L. Simmons Reply:

    That’s a very interesting observation, Jonathan. Interestingly, I never call when I have service problems. I always tweet. Now that I have tweeted, I have a direct connection with someone that can help me. Like you, I too don’t like calling a number for service, and that bad impression causes me to not even want to try to call ATT. And since they are online, luckily I don’t have to! Thanks! Bret

    [Reply]

  3. AT&T does NOT care about it’s customers. What’s worse is they have a choke hold on neighborhoods in Southern California. For the past nearly four months, I’ve been in Hell with those scumbags (to choose a word that’s Internet friendly).

    I’ve Facebooked, Tweeted, given a poor review on Yelp, had techs here that tracked mud all over my brand new carpet, left cables, taken 8 hours and left with me having no internet, taken 4 hours unable to get it working only to call and have another tech get it up and running in 10 minutes or the best one; having to use my Sprint 4G MiFi device because AT&T’s box doesn’t work unless I’m within 5 feet of it & want to stream anything wirelessly. God forbid I’m more than 10 feet away or want to do any uploading and downloading at the same time.

    Needless to say, I’m counting the days until my lease is up & I can incur massive expenses to move out of my neighborhood. Along with uprooting my business because AT&T is nothing more than a bunch of corporate greedy pigs that treat their customers no better than dog feces that needs to be scraped off the heel of my boot.

    AT&T and AT&T Uverse is a 100% FAIL in Southern California.

    [Reply]

    Bret L. Simmons Reply:

    So I guess it’s safe to say you don’t like ATT? Sorry to hear of your bad experience. It’s too bad you don’t have competition and a choice. I switched to ATT Uverse because I was disgusted with my cable company, that for many years dominated my market until ATT came in with a good option. Thanks for sharing your thoughts! Bret

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  4. Dennis M says:

    we’re a three day old customer (will be former after this afternoon) that has no phone service, it stopped (no in, no out) working while the tech was there doing initial install ( he said it would work by morning).

    Day 2 called tech (he left card) and he said there would be a tech out that day , no one showed up. call the support number night of day 2 only to find out initial tech had closed the ticket as installed and they couldn’t send anyone out because it was closed (worst customer service I have ever experienced) and we would have to contact the sales people in the morning.

    Day 3 My wife has been trying all day to get through so we can CANCEL the service (not sure where to send the equipment , would like to put in garbage can as that seems to be where their support organization lives).

    I am expecting hell trying to get our phone fixed and put back as a regular phone, documenting everything so I can send it with complaint to FCC. I guess I should feel good as there seems to be worse stories than mine.

    [Reply]

    Bret L. Simmons Reply:

    Hope you get it worked out, Dennis! Bret

    [Reply]

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