AT&T announced on Wednesday that it would start crediting customers for internet outages and long wait times, the latest initiative in a yearslong effort to revamp the company’s customer service. Starting Thursday, individual AT&T customers and small businesses that experience a fiber outage of more than 20 minutes or a wireless outage of more than an hour will automatically receive a full-day bill credit. Customers who call the company’s technical support line and are put on hold for more than five minutes will receive a $5 Visa gift card. The new policy is a part of a $750 million investment the company has made in its customer service over the last four years, said Kellyn Smith Kenny, AT&T’s chief marketing and growth officer. AT&T customers will also be able to check the status of their outage on a newly created website. The announcement follows a year of high-profile internet outages involving AT&T and other companies. Last February, tens of thousands of AT&T customers across the country experienced an hourslong outage. In September, Verizon had an outage that affected more than 100,000 customers.
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