Sunday, January 08, 2017

AT&T's massive outage shows how not to do customer service in social media age

AT&T's U-verse service (disclosure, I'm a customer) has had massive outages across the country -- apparently -- for a day or more. The company's response shows how not to do customer service in today's social media world (or one that, just in general, relies on that internet pipe).



I say "apparently" because AT&T has been less than forthcoming in what it's telling people.  You won't find anything on the company's much-touted @ATTCares account on Twitter.


Its @Uverse account is nothing but marketing




What few statements have come from AT&T PR folks have been opaque


The tech support site has a canned statement





And canned chat



The best info is coming from third-party sites like downdetector.com




This probably should be taught as a textbook case study in business and communications schools about how not to handle things in 2016. (I'm also fascinated that it seems few news organizations seem to have picked up on how widespread these problems seem to be.)

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