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 I can read the disaster story.
AT&T Wireless Self-Destructs
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.
Long story short: CRM software upgrade + no fallback plan + number portability + massive layoffs + outsourcing + takeover rumours = major disaster.

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.

As seen on Slashdot
  2004-04-18 03:03 Z