AT&T Are You Reading Your Own Emails???

When I upgraded to the iPhone 4S the day after Christmas (it was really an Apple Christmas in my household this year), I made the difficult decision to stick with AT&T.

My experience with routinely dropped calls has been just as bad as anyone else’s, so ever since Verizon got the iPhone I was convinced I’d switch when I upgraded (the rest of my family has been on Verizon for years).

But in the end, my grandfathered data plan plus the convenience of being able to use voice and data at the same time plus the investment AT&T is making in 4G made me decide to stick it out another 2 years.

So I really, really wanted to believe AT&T is at last getting its act together.

And then I receive this post-sale email from AT&T with the subject line Let’s Talk about your new iPhone. In the body they offered links to a host of helpful tools:

Thinking it would be wise to watch a tutorial (just to see if there’s anything else I should know about my new 4S that my 16-year-old son — or the wonderful Siri — hasn’t already showed me), I clicked the first link.

The result was not the iPhone tutorial I expected, but a generic web page titled Cell Phone and Interactive Device Tutorials. I think to myself, “That’s dumb – why not just link directly to the iPhone tutorial like the link said?” But what the hell, maybe AT&T’s websites are so poorly designed that they didn’t allow internal linking. So I dutifully clicked the Manufacturer drop down to choose Apple, and…

…WTF??? NO APPLE!!!!!!!

Poof. There went the tiny puff of faith I had left in the AT&T turnaround.

I mean, COME ON, AT&T, DO YOU HONESTLY EMPLOY NO PROOFREADERS FOR AN EMAIL YOU SEND TO ALL NEW IPHONE CUSTOMERS WITH A LINK TO AN IPHONE TUTORIAL THAT DOESN’T EXIST???

Please tell me what happened here. I invite anyone from AT&T to reply as a comment to this post so I and anyone else reading this will have some clue what’s going on with you.

Sincerely,

— A Customer Who Really Wants to Believe He Didn’t Just Throw Away 2 More Years of Service

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About Drummond Reed

Internet entrepreneur in identity, personal data, and trust frameworks
This entry was posted in Customer Service, Social CRM and tagged , . Bookmark the permalink.

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