An open
letter to Randall L. Stephenson, Chairman and CEO of AT&T:
Dear Mr.
Stephenson,
My family’s
small business has been an AT&T customer since we opened our doors in 1984.
It is time to sever that 29-year relationship and I thought you might like to
know why.
Your
customer service employees, worldwide, are unfailingly courteous. They are also
incompetent, uncaring, and oblivious.
In September
of 2012 a sales person from one of your competitors came to our business. She
offered a price for the same services we enjoy for about half the price.
In light of
our long-standing relationship with AT&T and the reliability of the
service, I called AT&T Customer Service to see if we could get a comparable
savings. I was referred to the “Retention Department,” where your employee “DelRonica”
offered a package that was slightly higher than the quote I had, but seemed
worthwhile to maintain the service. She said the changes would be implemented
with 7 business days.
When our
bill came the next month, the changes did not appear. I spoke to “Patricia” in
the Retention Department who said she would take care of it and the changes
would be reflected in the next billing cycle.
I must
admit, I forgot to follow up until last month.
No changes had been made and our bill was even higher.
I spoke to
your employee “Gio” (Employee number SA527N) on February 27th of
this year who assured me the changes discussed last September would be
implemented within 3 to 5 business days. They were not.
I spoke to
your employee “Joy” (Employee number NP072Y) on March 7. She offered no help at
all.
I spoke to
your employee “Paul” (Employee number PB654F) on March 7. He promised the
changes would be implemented and a credit adjustment made to our account within
the week. It has not been done.
I spoke to
Dan (Position number 0117) in the Billing Department today (March 14). Nothing
has been done – no changes, no request for any adjustment. No follow up. And
all he could do was offer to connect me with someone from the “Retention
Department.”
I know there
is documented evidence of every conversation and promise – before every single
conversation with your employees I was informed it would be “monitored or recorded
for quality assurance.”
If a small
company, like mine, was this poor at customer service, we would not exist. How fortunate you are that AT&T can
afford to lose customers!
Sincerely,
Hope Saidel
President,
Second Editions, Inc. (DBA GollyGear.com)
Posts
