Wednesday, March 31, 2010

Turbo. Max. Max Turbo, at your service

If you read my post yesterday you know I was quite frustrated with AT&T's customer service and inability to properly provision my line to support their new fast internet tier, Max Turbo.

What a difference a day makes. I took my frustration onto Twitter, and god the kind of friendly helpful service that Grandma probably got in the olden days. I followed the official AT&T group Twitter presence and directed a mention their way, describing my frustration. Within an hour, I got a response from a very helpful gentleman named Jason who works for AT&T's Twitter team. We exchanged some Direct Messages (I pointed him to my blog entry) and he said he would contact AT&T's U-Verse team to get a straight answer.

This morning, I got a call from a U-Verse Tier 2 technician, who, within 5 minutes, was able to look up my account, determine that my line qualified for the higher speed, actually get my line properly provisioned with the 32/5 profile, and added the Max Turbo level of service. The profile took effect immediately.

And that's it. A tale of successful customer service. I am quite glad that it all worked out and I am very happy with the level of service I got after reaching out to AT&T on Twitter, but a part of me wonders why I had to go to this length? Shouldn't you be able to get the same service if you call in? It almost seems like there's two levels of service -- the basic, poor phone support, and for those savvy enough to use Twitter, premium, high-quality support.

But, I'm not going to look a gift horse in the mouth. Thanks to Jason and the rest of the AT&T Twitter team, I have Max Turbo:

Over the next few weeks I will put it through the paces, keeping an eye on my line stats and real-world internet speeds. As always, I'll share the results with you here.

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