Five months after getting caught in AT&T's customer service disaster, I finally straightened out my bill and my account. Well, not entirely: they still owe me one $80 refund but at this point I'm prepared to write it off. Now, thanks to cio.com I can read the disaster story.
AT&T Wireless Self-DestructsLong story short: CRM software upgrade + no fallback plan + number portability + massive layoffs + outsourcing + takeover rumours = major disaster.
The story of a botched CRM upgrade that cost the telco thousands of new customers and an estimated $100 million in lost revenue. Hard lessons learned.
AT&T's only apology to me ever was two weeks' free on my contract. $15 compensation for about twelve hours of my time straightening out their mess.
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