AT&T's massive outage shows how not to do customer service in social media age
AT&T's U-verse service (disclosure, I'm a customer) has had massive outages across the country -- apparently -- for a day or more. The company's response shows how not to do customer service in today's social media world (or one that, just in general, relies on that internet pipe).
Its @Uverse account is nothing but marketing
What few statements have come from AT&T PR folks have been opaque
The tech support site has a canned statement
And canned chat
The best info is coming from third-party sites like downdetector.com
This probably should be taught as a textbook case study in business and communications schools about how not to handle things in 2016. (I'm also fascinated that it seems few news organizations seem to have picked up on how widespread these problems seem to be.)