telecom@eecs.nwu.edu (TELECOM Moderator) (02/02/90)
Some time back, a discussion in the Digest centered around the
difficulty encountered when placing international calls to difficult
to reach places such as India and other mid-east countries. Messages
included comments about the methods by which AT&T operators handled
the calls and responded to customer inquiries.
Those messages were brought to the personal attention of Robert E.
Allen, Chairman of the Board of American Telephone & Telegraph
Company. In a personal letter to me, dated January 15, Mr. Allen
discussed the problems described in the articles which appeared in the
Digest. His letter to me, via US Mail, follows:
January 15, 1990
Mr. Patrick A. Townson
Post Office Box 1570
Chicago, IL 60690-1570
Dear Mr. Townson:
The articles appearing in TELECOM Digest concerning AT&T
operator handling of International Directory Assistance was brought to
my attention. I would like to respond personally and apologize for the
difficulties you have experienced.
I want to assure you that we have addressed the problems you
described and are confident that the service you receive in the future
will meet the professional standards you expect.
However, should an occassion ever arise when you encounter
difficulties attempting to place international calls after hours,
please call 412-227-7333, collect if you wish, and request the
supervisor. This will enable us to assist you immediatly and ensure
that you continue to receive the quality of service to which we at
AT&T are dedicated.
We appreciate the time you spent to bring your concerns
forward and will strive very diligently to restore your confidence in AT&T.
Sincerely,
R. E. Allen
AT&T
550 Madison Avenue
New York, NY 10022
212-644-1000
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My thanks to Mr. Allen for writing, and sharing his thoughts with us.
I hope we will hear from him regularly.
Patrick Townson