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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

Customer service at scale, part I: Why I'm an Apple customer for life

in Gadgets

Image lifted from The Iphone Blog
Image lifted from The Iphone Blog

Yes, I can probably be classified as an Apple fanboy. But if you know me, you know my allegiance doesn’t come easy. For my purposes, Apple produces the best computer and phone technology available. But there are lots of companies that produce good technology — It is my human interactions with Apple that make me a loyalist. My experience in buying the new 3G S Iphone is one of, if not the most memorable I’ve had: Keep Reading

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