I do not find myself posting my thoughts on business practices often, and typically when I do feel the need it is out of pure anger and distaste for horrible service. Today I have the pleasure of being so pleased with a response that I submitted to Mr Stephenson's email that I looked up online that I had to create an account on here and let the rest of the AT&T community know to not let their confidence waiver. In a moment of dispair after a terrible time of hangups and promised return calls not being made I commited my last act of desperation and looked up AT&T's CEO email and sent him an email explaining my distress. I did not expect any form of a reply, but to my surprise I was PROMPTLY called back by one of AT&T's executives Carson (I am leaving out most of his information intentionally). Mr Carson managed what was the impossible to most, and he genuinely convinced me in a very short amount of time that he cared about all of the stress I have been going through. He then assured me that he would be looking into each and every live chat and phone call that I have made to AT&T and personally insuring that any employee deficiencies would be corrected. To be honest I was so blown back by the phone call, and the fact that the upper echelons of management in the company do actually care that I am a loyal customer was more than enough to squelch the distaste I had at the time. Carson(Hope I am spelling that correctly) then went so far as to offer me a very generous credit on my bill after I explained to him the financial situation I had currently put myself in.
I hope that this post doesnt make everyone want to jump the gun so to speak and email the CEO, but do understand that you are a customer. If you are doing everything correctly, ask for your call to be escalated to a supervisor and use the appropriate channels. There are without a doubt people within AT&T that do care about their customers, and if you are doing the right thing you will find them.
-Charles Riley