Are Things REALLY This Bad at AT&T Wireless, or is it Blown Out of Proportion?
Read the following article put out earlier this year... it paints a fairly grim picture of ATT&W:
http://www.siliconvalley.com/mld/siliconvalle y/8323105.htm
From all the comparisons in the article, it seems like Verizon is kicking the unholy crap out of them. My question is, is that a fair representation, or is it an exaggerated one? And is ATTW making major strides towards fixing whatever problems it has and reducing its churn rate?
I make no bones about the fact that, right now, I like Verizon. But they too have annoying things about them, so in the future, it'd be nice to have options, and I'm wondering if ATTW will be one of them.
http://www.siliconvalley.com/mld/siliconvalle y/8323105.htm
From all the comparisons in the article, it seems like Verizon is kicking the unholy crap out of them. My question is, is that a fair representation, or is it an exaggerated one? And is ATTW making major strides towards fixing whatever problems it has and reducing its churn rate?
I make no bones about the fact that, right now, I like Verizon. But they too have annoying things about them, so in the future, it'd be nice to have options, and I'm wondering if ATTW will be one of them.
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PS- Yes, I'm aware of the merger. I'm asking if the ATTW half of the new company will be healthy, and if the new company as a whole will be good.
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I honestly feel that AWE is making efforts to try and fix their issues. I live in Seattle, WA and coverage is really strong for AWE. Out of all the people that left AWE I feel about 50% of them left for the network issues where the other 50% left because of CS issues. I don't see any real reason to try and turn around the CS department since they are about to be bought out anyway and Cingular will decide how the CS is handled. The network seems just fine here. Even though you see many headlines looking down on AWE about people leaving AWE, etc. I think it's also in part that those people now leaving decided long ago to leave when the problems were really heavy, but they were having to wait until now to leave. I think AWE is doing fine...
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howdy,
Most of attws problems in the last year were problems related to their gsm upgrade. There were some serious network problems relating to 1900 phone frequencys and lack of converted towers. also there was a very very very bad back office program upgrade of the customer relationship managment system--read article on www.cio.com april 2004 issue "ATTWS self destructs"--. The issues with network are largely resolved all attws sold phones are dual 850 and 1900 also new agreements with other gsm networks has made the coverage above average. From the customers standpoint the crm issues are largely resolved hold times are way way down and so are mistakes. Moral of customer care is now being worked on and edging up. Things really were t...
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Most of attws problems in the last year were problems related to their gsm upgrade. There were some serious network problems relating to 1900 phone frequencys and lack of converted towers. also there was a very very very bad back office program upgrade of the customer relationship managment system--read article on www.cio.com april 2004 issue "ATTWS self destructs"--. The issues with network are largely resolved all attws sold phones are dual 850 and 1900 also new agreements with other gsm networks has made the coverage above average. From the customers standpoint the crm issues are largely resolved hold times are way way down and so are mistakes. Moral of customer care is now being worked on and edging up. Things really were t...
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maelstrom said:
-read article on www.cio.com april 2004 issue "ATTWS self destructs"--.
Thanks, mael. That was probably the most informative thing I've ever read on the issue, and as a software quality assurance guy, I can tell you that all the descriptions of their fubar'd CS software testing process rang eerily familiar.
For anyone else who wants to read it, its at
http://www.cio.com/archive/041504/wireless.html »
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