Comments on: Survey says AT&T customer satisfaction lowest in industry (Macworld.com) http://www.techcebu.net/2009/12/survey-says-att-customer-satisfaction-lowest-in-industry-macworld-com.html Sun, 17 Jan 2010 02:36:42 +0000 hourly 1 http://wordpress.org/?v=3.0.4 By: Howard http://www.techcebu.net/2009/12/survey-says-att-customer-satisfaction-lowest-in-industry-macworld-com.html/comment-page-1#comment-2401 Howard Thu, 03 Dec 2009 16:20:48 +0000 http://www.techcebu.net/2009/12/survey-says-att-customer-satisfaction-lowest-in-industry-macworld-com.html#comment-2401 While there are few companies anywhere who can survive while indifferently shrugging its corporate shoulders at the needs or desires of its customers, AT&T continues to find ways to grow and prosper despite leaving tidal waves of disenchantment in its wake. They give the world an awful lot to not like. Still, indifference is one thing, but it’s quite another to embrace a corporate tactic of foisting open disdain on customers. I’ve been on the receiving end of just such a tactic. The culprit was and continues to be AT&T. I’ve never had the misfortune or desperation to have to engage AT&T for wireless services, but I’m in an area where there are scant few options for landline service. For years AT&T was my local telephone company, providing service that was steady, if unremarkable. For a very long time, that was good enough for me. All of that changed in March of 2009. That was when I was talked into expanding my relationship with AT&T. That was when I discovered that after 15 years of measuring customer satisfaction for a living, I still had no idea just how spectacularly arrogant and incompetent a company could be. I decided to document my experiences with them. I have posted the tale at: http://www.iqsurvey.com/blog/?cat=6 . Fair warning; it’s a long story. I’m not even a little surprised that this company has fared poorly in customer satisfaction rankings. What I am curious about is whether anyone else has been as badly abused as I have. While there are few companies anywhere who can survive while indifferently shrugging its corporate shoulders at the needs or desires of its customers, AT&T continues to find ways to grow and prosper despite leaving tidal waves of disenchantment in its wake. They give the world an awful lot to not like.

Still, indifference is one thing, but it’s quite another to embrace a corporate tactic of foisting open disdain on customers. I’ve been on the receiving end of just such a tactic. The culprit was and continues to be AT&T.

I’ve never had the misfortune or desperation to have to engage AT&T for wireless services, but I’m in an area where there are scant few options for landline service. For years AT&T was my local telephone company, providing service that was steady, if unremarkable. For a very long time, that was good enough for me.

All of that changed in March of 2009. That was when I was talked into expanding my relationship with AT&T. That was when I discovered that after 15 years of measuring customer satisfaction for a living, I still had no idea just how spectacularly arrogant and incompetent a company could be.

I decided to document my experiences with them. I have posted the tale at:
http://www.iqsurvey.com/blog/?cat=6 . Fair warning; it’s a long story.

I’m not even a little surprised that this company has fared poorly in customer satisfaction rankings. What I am curious about is whether anyone else has been as badly abused as I have.

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