Five Things I Learned From My DSL Debacle

So after the smoke cleared, I got my DSL turned on and AT&T got another customer…well for now, anyway.  It only took a trip to AT&T’s website, 2 customer service reps, one angry tweet, 3 techs, two social media team people, three executive escalation people, about a dozen voice mails, about twice that many phone calls, and seven days.

For my trouble, I’m getting my first month of service free, which I think is fair enough.  I’m just happy that the switch got flipped, and hopefully things will be hunky dory from here on out.  I also learned a few things:

  1. Just use the phone already! I should have just called back the next morning, despite the terrible experience I’d had with the first CSR.  Its just quicker, especially considering..
  2. “The Power of Social Media” is worthless if the people answering the tweets don’t have the power to DO anything. Awhile back, a friend of mine had a problem with Netflix that he tweeted about.  Someone from the company got in touch with him fairly quickly and got the issue resolved.  Thus, when I got a response from AT&T’s social media people, I got excited that someone was going to get something DONE about my problem.  Sadly, the only thing the social media mavens that answered my angry AT&T tweets did was tell me to wait for a phone call that would come at some indeterminate time.  Of course, once I got past the social media d00dz, I found out:
  3. Just because they’re “executive escalation” doesn’t mean they want to talk to you. I don’t think I’ve ever played as much phone tag as I did with the executive escalation gal. Part of it was because of my job, which entails answering phones, and part of it was because of the phone system at AT&T, which did not put me through to the person directly.  Whenever I had time to speak, I had to leave a message and hope that she called me back before I got busy again.  This is hardly efficient, especially considering that…
  4. Competence is not “expected behavior” This was not the first time I had ordered DSL service from AT&T.  I had expected the positive experience I’d had before to be repeated.  Sadly, this was not the case; the smart people I’d spoken to years ago have probably either been laid off or hopefully, moved on to bigger or better things.  As for me:
  5. I may just be too patient.  I probably should have thrown in the towel after the social media dweebs told me to wait 48 “business hours” for a phone call but I was desperate to get back on the intertubes and I wanted to see this whole thing through.

So I now have sweet, sweet, internet and life is good.

Aww, crap…

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