So after the smoke cleared, I got my DSL turned on and AT&T got another customer…well for now, anyway. It only took a trip to AT&T’s website, 2 customer service reps, one angry tweet, 3 techs, two social media team people, three executive escalation people, about a dozen voice mails, about twice that many phone calls, and seven days.
For my trouble, I’m getting my first month of service free, which I think is fair enough. I’m just happy that the switch got flipped, and hopefully things will be hunky dory from here on out. I also learned a few things:
- Just use the phone already! I should have just called back the next morning, despite the terrible experience I’d had with the first CSR. Its just quicker, especially considering..
- “The Power of Social Media” is worthless if the people answering the tweets don’t have the power to DO anything. Awhile back, a friend of mine had a problem with Netflix that he tweeted about. Someone from the company got in touch with him fairly quickly and got the issue resolved. Thus, when I got a response from AT&T’s social media people, I got excited that someone was going to get something DONE about my problem. Sadly, the only thing the social media mavens that answered my angry AT&T tweets did was tell me to wait for a phone call that would come at some indeterminate time. Of course, once I got past the social media d00dz, I found out:
- Just because they’re “executive escalation” doesn’t mean they want to talk to you. I don’t think I’ve ever played as much phone tag as I did with the executive escalation gal. Part of it was because of my job, which entails answering phones, and part of it was because of the phone system at AT&T, which did not put me through to the person directly. Whenever I had time to speak, I had to leave a message and hope that she called me back before I got busy again. This is hardly efficient, especially considering that…
- Competence is not “expected behavior” This was not the first time I had ordered DSL service from AT&T. I had expected the positive experience I’d had before to be repeated. Sadly, this was not the case; the smart people I’d spoken to years ago have probably either been laid off or hopefully, moved on to bigger or better things. As for me:
- I may just be too patient. I probably should have thrown in the towel after the social media dweebs told me to wait 48 “business hours” for a phone call but I was desperate to get back on the intertubes and I wanted to see this whole thing through.
So I now have sweet, sweet, internet and life is good.