Why I Left AT&T After 30 Years
It all started with a cruise. My wife and I had never been on one. And we've been married 40 years. We went to Bermuda. And on the first day on the boat, I knew trouble was brewing.
Our Phones Were Basically Inoperable
We tried to make calls. We tried to send texts. And we tried to posts on Social Media. But nothing was really working. And since it was our first cruise, we hadn't really prepared correctly. So about half way into the first day, we decided to quit trying.
The We Got Our First AT&T Message
Basically they were telling us that we were over our data limit. This struck me as odd, since we had an 'unlimited' plan. It also struck me as odd that their message got through. I mean, we couldn't send or receive messages. Or phone calls. Or anything. What sort of trickery was afoot?
Then We Got A Call
And according to the guy on the phone, everything was good. I agreed to a one week 'Cruise' package. It would cost about $100 bucks. I was assured everything would work. Well that was a lie. On a lot of points.
We Still Couldn't Call or Message
So we decided to just chill. Enjoy the water, people, boat, and FOOD. No need to stress about staying 'connected." We decided to just take a lot of pictures. We would deal with the phone package on our return.
We Received A Bill For 300+ Dollars
And when we looked at the bill, you could tell it was bullshit. There were phone calls and texts to unknown numbers. 10 to 20 calls to the same number. And they were made AT THE SAME TIME. So obviously, we were getting disconnected.
To Make A Long Story Short
I took the bill to AT&T's local store. They put me on the line with one of their anonymous support guys. And you know that type. The chicken shit ones that talk down to you. It's the only time they are ever in control. They say things that would get their teeth knocked out IRL. But I digress.
So I Did The Research And Landed At T-Mobile
I can't tell you it will be any better. I just got here. But I do know this... AT&T's support person had no appreciation for me. He didn't look at my bill. He didn't listen. All he did was dictate and show how powerful he is. And if I ever find him, I'll give him what he needs. Because I'll be prepared.
That's What Strategic Engagement Optimization Is All About
It's all about being prepared for an outcome. And not just any outcome. The DESIRED outcome. And in order to do that, you have to prepare. I wasn't prepared for that when I visited the store. After all, this was an easy deal. A customer you've had for 30 years has an issue. And not just any customer. A customer that has had only one other complaint in 30 years.
AT&T Should Prepare Their People Better
The day is coming for companies like AT&T. It happened to Sears. It will happen to them. It doesn't have to.
So follow this story for the next 30 days. I'll show you what being prepared can do for you.