An e-mail I just sent to AT&T CEO Randel Stephenson.
Dear Sirs:
I now wonder just how much longer it will be until AT&T goes totally out of business. It seems that more now than in the past, the customer is just an irritation. Customer service and service in general are not important. All square pegs should be made to fit into round holes or discarded. What is important to the customer is of no importance to the company. If the customer does not wish to bow down and kiss the butt of AT&T management, then that customer needs to go find service elsewhere. At least, that is the message I am getting.
It was bad when I worked for the company. It is worse now. Did you know I even got in trouble for providing service to the customers? Guess I was just raised wrong. I was taught that the customer is the most important part of a company because without customers, there is no company. But then I have been through all this before. Like the comment of a fifth level years ago about J C Penny. “If they don’t like the way we do business, let them go elsewhere. They are only a $50,000,000 a year account.” Kind of lets you know how unimportant a small customer is, doesn’t it.
As I recall, I opened my DGPeddler e-mail account in 1995 while working in Georgia. I used the same password I used inside the company because it contained a symbol that was not normally used. I started using it before the days of DOS. I used it because I knew it would never be stolen and I would remember it. Now, with the wonderful changes made to att.net, I am denied use of it. Why should I continue to used that service if it does not want to allow me to use the password of my choice? Do you drive a VW ? If not, why not? It works. So what if it is not what YOU want?
Do you get my point? I thought not. Do not bother calling me. Reply by mail or e-mail so I have a record of your words. Otherwise just blow this off as one small account of one customer and customers are not important anyway. After all, you are trying to get rid of all land lines instead of matching them up with cell phones. And when you get rid of them, you get rid of those old, nasty DSL lines too.
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