When fire forced me to relocate a year ago, it took AT&T two months to move my phone and DSL lines about three miles within the same city and then get everything working properly at the same time. When I recently moved to permanent quarters, they missed the due date by only one week. Both times, multiple technicians had to come to my home while I couldn’t leave, and each one blamed the last guy for not doing his job right. In the end, both delays turned out to be pri-marily Central Office glitches, not problems at my addresses. But, during the many hours of conversations with reps and supervisors, only about 20% of the call-back commitments were ever met and not one due date for any component of my service was met in either case. During the last year, several friends have ordered additional lines or upgraded to U-Verse TV, and they’ve had the same experience: missed due dates and subsequent trial-and-error fixes. The credits I’ve gotten on my bill must have put AT&T into red ink on both my transactions, and that’s not fair to customers or shareholders. AT&T spends hundreds of millions of dollars in advertising for its services. Why, Mr. Stephenson, don’t you take some of that money and spend it on improving the quality and reliability of delivery of the services to which your new customers subscribe?
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