I was on a mission this morning, buy an iphone (yes as trite as that is, I want a smartphone, and michelle is already on AT&T). A quick point, every business has silos, but as a customer, you don't want to see them. I called up from Michelle's phone and they could help me switch her plan (to family), but they could not sell iphones, or do anything with a GoPhone. The phone I wanted was online (and only online), but GoPhone you have to deal with in a store. So three different people who can't resolve anything, who pass me along each time.
This reminds me of when I was not allowed to port my number from AT&T to Cingular (remember when they were separate?) For some reason they said they could only do so many in a month.
So AT&T has a history of poor customer service. HOURS wasted, and i bet not even AT&T's CEO could fix this problem. And you wonder why they are getting killed with attrition. If it wasn't for iPhone, i wonder if they would even be #2 in the market...How do you take a famous brand like AT&T and ruin it with such customer service? Sigh...
Looking at T-Mobile now =)