How could anyone do a worse job w customers of converting a system than att.NET is doing?
I use att.NET as a backup to Verizon while traveling, or when Verizon goes down here in Boston. Evidently they sent out an email telling me to change my information and service because they can NOT transfer my data, as a customer of almost 2 decades.
Starting yesterday I got a message telling me to do what the email about service change said or they will cut off my service the second week of March and to call an 800 number.
After an hour hold, I am told to re-enter all my data for the system and change from 7.95 plus some fees to 15.95 a month. To get a smaller version plan like I had is another hold. I asked the person who put me on the other line, why they did not send the email a second time to people.
My response then was to setup the vacation responder to say “this will be ending.”
Maybe someone can find a way to propose a project to ATT. NET to salvage their computer conversion and customer satisfaction department. You may laugh at this. While holding etc, I was told some version of how valued a customer I as.
Starting yesterday I got a message telling me to do what the email about service change said or they will cut off my service the second week of March and to call an 800 number.
After an hour hold, I am told to re-enter all my data for the system and change from 7.95 plus some fees to 15.95 a month. To get a smaller version plan like I had is another hold. I asked the person who put me on the other line, why they did not send the email a second time to people.
My response then was to setup the vacation responder to say “this will be ending.”
Maybe someone can find a way to propose a project to ATT. NET to salvage their computer conversion and customer satisfaction department. You may laugh at this. While holding etc, I was told some version of how valued a customer I as.
Posted by FiscalDoctor com at 2/22/2010 10:52 AM 
Categories: customer service,strategy,ATT.NET,product rollout,ORM,risks,ERM,IT,systems conversion,disgruntled customersmarketing disasters
Tags: customer service strategy risks product rollout ORM att.NET ERM IT systems conversion disgruntled customersmarketing disasters
Categories: customer service,strategy,ATT.NET,product rollout,ORM,risks,ERM,IT,systems conversion,disgruntled customersmarketing disasters
Tags: customer service strategy risks product rollout ORM att.NET ERM IT systems conversion disgruntled customersmarketing disasters
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