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afwriter
afwriter
9/26/2017 10:51:54 PM
User Rank
Platinum
Re: AT&T's Automation Key for Speed/Efficiency
Even 18 months ago I was ready to leave AT&T. Now I think they would really have to mess up for me to consider a competitor. I think the healthy competition between mobile providers is actually forcing them to step up in all aspects. 

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elizabethv
elizabethv
9/26/2017 5:53:36 AM
User Rank
Platinum
Re: AT&T's Automation Key for Speed/Efficiency
@afwriter - Right?! And I definitely talked them into a bigger discount. I told them not only did I know about the discounts my neighbors had received (they tried to convince me it was for a different outage) but I also explained that my son is homeschooled, so the internet being out prevented me from being able to work on his schoolwork with him. And that it was my only day off for the week, and I had needed to take care of a few things online that I had been unable to do. So they raised my discount to $26. The sad thing was a found out later they had offered other neighbors $5 and they hadn't argued for more. Which makes me think they likely started out by offering $5 and hoped that customers would take it. Obviously some did.

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elizabethv
elizabethv
9/26/2017 5:49:07 AM
User Rank
Platinum
Re: AT&T
@srufolo1 - I suppose that's a very fair argument. You do have to appreciate a company that listens to a customer's concerns. 

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afwriter
afwriter
9/22/2017 11:06:35 PM
User Rank
Platinum
Re: AT&T's Automation Key for Speed/Efficiency
@elizabethv, That is ridiculous! It's customer service problems like this that make people dislike doing business with Comcast. Hopefully you talked them into a bigger discount.

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dcawrey
dcawrey
9/22/2017 12:44:23 PM
User Rank
Platinum
Re: AT&T
AT&T is a very different company than years ago. Good to see the organization understand the impact of technological change and be at the forefront of it. 

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srufolo1
srufolo1
9/22/2017 8:31:31 AM
User Rank
Platinum
Re: AT&T
@elizabethv Guess that's why AT&T lasted. In reading your other post about your mother screaming at AT&T, I believe many telco and cable companies were not the best they could be years ago. I remember screaming a few times myself! The key is listening to your customers, learning from those mistakes and then caring enough to make the changes that will ameliorate the situation. I believe AT&T has succeeded at that.

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elizabethv
elizabethv
9/22/2017 8:12:15 AM
User Rank
Platinum
Re: AT&T
@srufolo1 - I have to agree, a willingness to always change and never stop improving is the key to staying on top of customer demand in any business. But particularly in technology where things never stop changing. A refusal to change is a death trap in technology. 

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elizabethv
elizabethv
9/22/2017 8:09:00 AM
User Rank
Platinum
Re: AT&T's Automation Key for Speed/Efficiency
@dcawrey - If that's where we're putting the bar - it's pretty low! Construction crews knocked out Comcast/Xfinity services here in Denver on Monday - more than 38,000 people were without internet or cable. And all over the Denver metro area, mine and my husbands work, our house (16-20 miles apart from each other) and nothing, from mid-afternoon to 2AM the next morning. And I found out a few of my neighbors were given $20 and $40 discounts off their next bills for the disruption of service. When I called, they offered me $5. :-/

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elizabethv
elizabethv
9/22/2017 8:05:16 AM
User Rank
Platinum
Re: AT&T's Automation Key for Speed/Efficiency
@Ariella - That's really interesting to hear - that AT&T has good customer service. I remember a crazy incident that I wasn't privvy to details to when I was a kid, between my Mom and AT&T. She was yelling into the phone, so upset with AT&T. I know she ended her service with them after that call and she has bad mouthed them ever since. The experience is one I remember well enough that I've never even attempted to give them a chance. Though it was probably at least two decades ago by now. I suppose it would make sense that they are no longer the company my mom yelled at all those years ago. 

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srufolo1
srufolo1
9/22/2017 1:08:24 AM
User Rank
Platinum
AT&T
AT&T has always evolved and been ready to embrace SDN, AI and automation. That's why it is still around to provide great service to its customers. It keeps moving and never stops improving.

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