AT&T has announced its new AT&T Guarantee customer service initiative offering “an elevated experience focused on connectivity they can depend on, deals they want, and the prompt, friendly service they deserve. All guaranteed, or we make it right.”
Customers received emails about the new guarantee on Wednesday, which included information about how AT&T would credit a customer’s account for service interruptions and downtime. A fiber outage lasting for 20 minutes or more or wireless downtime lasting 60 minutes or more will result in a credit for a full day of service. For cellular customers, an outage needs to impact 10 or more towers to count. Weather-related events, natural disasters, and outages caused by third parties will not be eligible for a credit.
AT&T Fiber customers are required to be using an AT&T-provided gateway to be eligible for downtime compensation, and is with wireless service, outages caused by weather-related events and natural disasters are not included. AT&T also does not count outages caused by downed or cut cable wires at a customer residence, issues with wiring inside a customer’s home, and outages resulting from planned maintenance.
Customers eligible for a credit will receive notice of an upcoming bill credit via email or text, with AT&T providing these credits proactively.
Plus, if a customer’s wait time for technical support exceeds five minutes and they are not offered a callback or they do not receive the callback, AT&T will provide a reward card.
