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Customer service at scale, part II: Why my experiences with AT&T make me fear for GM

in Biz/Gadgets

Yeah, you may have a great big battle station, but if you waste the opportunity to shore it up, a rebeliions gonna come. (Image from The Daily Yeah.)
Yeah, you may have a great big battle station, but if you waste the opportunity to shore it up, a rebeliion's gonna come. (Image from The Daily Yeah.)

I’m going to resist the temptation to turn this post into a therapy session over the myriad problems I’ve had with AT&T over the past month. Specific situations will crop up organically in the descriptions below, but instead of a chronological chapter-and-verse story, I’m going to focus on the lessons I’ve learned about AT&T and its processes. Keep Reading

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