Yesterday, I provided the setup for what was to come in this post – the details of my disappointing and unsuccessful experience trying to get a question about AT&T U-verse service answered through social media.
Well, as the late Gilda Radner’s Emily Litella character often said, “Never mind.”
About forty-five minutes after I posted the original article, I received the first in a series of communications from AT&T customer support via Twitter and by phone that gave me an answer to my question. Not the one I was looking for, but a definitive response nonetheless.
It was disappointing that it took more than 24 hours to get the answer, but I must admit that the AT&T social media customer service system did work, after a fashion.
Given that, I’m not going to bore you with all the details of my multiple Twitter exchanges with Jason, a member of AT&T’s Customer Care/Social Media team. Suffice to say that Jason did good work trying to understand my question before handing it off to the proper support team within AT&T near the end of his shift on Tuesday.
The next day, he took the initiative to find out if I had been contacted further – I had not – and then worked the system to ensure that I got a proper and complete response, which came via voice mail.
I have no indication that AT&T saw the original post about my problem. I think that the timing of the response was just serendipitous.
So hats off and thanks to Jason, as well as to Matt, from AT&T Tier 2 Customer Support.
Oh, and the answer to the question?
In fact, it IS technologically possible for an AT&T U-verse Total Home DVR to record 3 HD channels simultaneously. Unfortunately, that capability is in test mode only at this time, and is available in only two US cities – Austin, Texas and San Antonio.
Hopefully, that test will go well and the service will be rolled out to our area by the time the 2010-11 television season rolls around in the fall.
David Swinney helps businesses implement social media strategies and plans in order to identify customers and their influencers, engage them in conversation, and leverage those connections to improve the bottom line.
As a technologist with a background in social media, corporate communications, technical and customer support, vendor relationship and project management, he is able to comfortably discuss various social media topics with managers, individual contributors, and just plain folks.
Contact David if you're looking for someone to create, build, and enhance your customer relationships using social media tools and technologies. 
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