AT&T Offers $5 Credit After Widespread Service OuStage, The New York Times
It seems like AT&T CEO John Stankey is taking responsibility for the recent widespread cellular outage that affected thousands of customers. In a letter to employees, he apologized for the inconvenience caused and announced that affected customers, especially consumers and small businesses, will receive account credits as compensation.
Stankey acknowledged that outages can have significant impacts on customers beyond just the inconvenience, hence the decision to credit them for essentially a full day of service. He expressed confidence that despite the impact on the business, this approach is manageable while still meeting the company’s 2024 business objectives and financial guidance.
For customers who prepay for their service, AT&T is working on providing options, and they’re addressing concerns from mid-market and enterprise customers as well.
Regarding the cause of the outage, Stankey clarified that it was due to the incorrect application of a process during network expansion, not a cyberattack as initially speculated. The company has already made changes to prevent similar incidents in the future and thanked employees for their efforts in resolving the issue and handling customer complaints.
Overall, the CEO’s message seems to convey accountability, remedial action, and a commitment to improving service reliability going forward.
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