It’s perhaps the longest running gag in the mobile phone industry that AT&T drops calls. I haven’t experienced that very much, but then again, I wouldn’t top the charts for voice usage on any list. However, I hear people complain about AT&T’s customer service just as frequently, and that’s when I feel like they’re talking about a different company. After a decade or so of paying my own bills and dozens of hours spent on hold, I have to say AT&T has been one of the best companies in regards to customer service.
I just got off the phone with Lisa. Our call was connected almost instantly after being prompted to dial zero to speak to a customer service representative. After I briefly mentioned an unexpected charge that showed up on my bill, she explained precisely where the charge came from, how she’d help me prevent it in the future, and how she would process a refund for the charge. This wasn’t a one-off experience. AT&T reps seem to always know more about my account than I do. What they say lines up with what I see on my bill, or my account online. I’m repeatedly surprised at how quickly they can respond to issues with my account. And this isn’t short lived either. I’ve been a customer since they were AT&T Wireless, through being purchased by Cingular, and the subsequent acquisition and rebranding under AT&T Inc.
Once, within the first few months of opening my account, they even called to let me know that my bill was due that day, and offered to take my payment over the phone to prevent late charges. Did you read that last sentence? I’m not making this up. I’m not sponsored by AT&T or anything, but I feel like with all the bad press they get, I should let people know that my experience with them has been quite different. Am I alone in my satisfaction?
Now if only I could find a broadband company that doesn’t suck. Cough..COM..Cough..CAST…