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Nelson Minar
Blog licensed under a Creative Commons License
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Five months after
getting
caught
in AT&T's
customer service
disaster, I
finally straightened out my bill and my account. Well, not entirely:
they still owe me one $80 refund but at this point I'm prepared to
write it off. Now, thanks to cio.com
I can read
the disaster story.
AT&T Wireless Self-Destructs
Long story short: CRM software upgrade + no fallback plan + number
portability + massive
layoffs + outsourcing + takeover rumours = major disaster.
The story of a botched CRM upgrade that cost the telco thousands of new customers and an estimated $100 million in lost revenue. Hard lessons learned. AT&T's only apology to me ever was two weeks' free on my contract. $15 compensation for about twelve hours of my time straightening out their mess. As seen on Slashdot
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