wingrider01 wrote:
the gryphon wrote:
smalcom wrote:
AT&T has over 100 million customers. Not sure how many are members of this forum, but I would imagine that it is a fraction of 1 tenth of one percent. What makes the {please keep it courteous} think that AT&T gives a hoot about anything posted on this site. {please keep it courteous} .
Having moderated a forum with tens of thousands of members, representing a fraction of the customers I can say: you're quite wrong. I know for a fact that my employers were reading the forums, and directing us to look for issues, concerns, and patterns.
from running support forums and call centers for a couple of major online games can also state - that in the majority cases what is posted on the forums as customer complaints of "poor service" in no way shape or form actuaily reflect what is on the tapes from the recorded conversation of said complaint call. It often makes for a amusing weekly review that really brightens our days with the humor of the two different version of the "poor support", really wish that the recordings of the conversations could be posted in reply to the "poor support" posts. Blizzard tends to shoot down customer complaints on their forums by paraphasing what actually occurred on the call with out giving details - I applaud that as forward thinking, love the busines model of that
Interesting side point - what is done at one company rarely is matched by any other company, especially those that run peer to peer forums
From my experiences, no, they don't spend time combing over "my service sucks", but do look for patterns. And, when they (primarily on their own) are considering a change, they visit their own forums or moderators. If ATT doesn't, that's too bad. (I must admit I've never found anyone representing the forums here trying to resolve issues). I'm also "friends" with the ATT customer support folks on twitter, and they follow me as well. I know from experience they they DO work to resolve problems I've been repeating my unock concerns with them there.
