Several months ago I blogged the worst customer experience I ever had while trying to get information from AT&T. Well, once again I am blogging about AT&T customer support, but this experience was the exact opposite.
I had a simple technical question (pertaining to GSM network frequencies), and I knew that calling the toll-free number would be a waste of time. I was browsing the AT&T forums to see if anyone else had asked a similar question, and noticed a Tech Support Chat live forum. The chat window is a Java applet, and customers (it prompts for your AT&T wireless number to ensure that you are in fact a customer) can post messages which are queued and responded to. I posted my question, received a response less than a minute later, posted a follow-up question, and again received an almost immediate response. I am more than impressed. If you need AT&T Wireless tech support, try the live forum at http://support.attwireless.com/awswls/support/index.jsp (and if you see an AT&T rep with the nick “Spalding” you’ll be in good hands).