DALLAS, Jan. 8, 2025
/PRNewswire/ -- The AT&T Guarantee will set a new bar in
customer experience covering network, customer care and offers for
consumers & small businesses
Key Takeaways:
- AT&T is leveling up the industry with a bold guarantee to
our customers, promising 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.
- We're the first and only carrier to launch a customer guarantee
for both its wireless and fiber networks – and across both
consumers and small businesses – because we are dedicated to
connecting our customers at work, at home and on the go.
- The customer is at the center of every decision, innovation,
and connection we make, and we are committed to taking action and
continuously improving our customer experiences.
AT&T is leveling up the industry with the launch of
the AT&T Guarantee on January
9: a bold promise to our consumer and small business
customers that we will deliver the connectivity they can depend on,
the deals they want, and the prompt, friendly service they deserve.
And if we fall short of this – we're going to take action to make
it right.
No other carrier has offered a guarantee as comprehensive as
this, spanning our network, our care and our deals. We're the
first and only carrier that offers a guarantee for wireless and
fiber networks. Plus – we are here to take care of our
customers across consumer and small business. Why did
we do this? Because we're the only ones that can meaningfully do
it as the leaders in converged connectivity experiences.
Here's what the AT&T Guarantee covers:
- Connectivity customers can depend on: People just
want connectivity that works. Period. In the event of a network
interruption, we will work diligently to restore service and make
it right for fiber customers who experience 20 minutes or more and
wireless customers who experience 60 minutes or more of a covered
outage.1 Consumers will automatically receive a bill
credit equaling a full day of service and we'll reach out to our
small business customers with options to help make it
right.
- Deals customers want: Our best deals on any
smartphone are for new and existing customers and don't require the
most expensive plan like our competitors do. 2 And we
have no hidden fees or equipment charges with AT&T
Fiber.3
- Prompt, friendly service that customers deserve: Speak
to a friendly tech expert within 5 minutes or schedule a callback
at a time that you choose.4 Plus, same or next day
technician availability so we can get customers help fast for their
fiber. 5 And if we can't make that happen, we'll make
sure we get back to our customers as soon as possible with options
to help make it right.
"We've been on a multi-year journey to improve the customer
experience, placing our customers at the heart of everything we
do," said Jenifer Robertson,
Executive Vice President & GM, AT&T Mass Markets &
Mobility. "Since 2019, we've invested more than $140 billion in our network and almost a billion
dollars in customer care and operations, and that's brought us to
where we are today – becoming the first and only carrier that
offers a guarantee for wireless and fiber networks. From offering
faster solutions and enhancing the digital experience, to meeting
customers on their terms and using GenAI for an expert touch, we're
committed to raising the bar in the industry. This isn't about
maintaining the status quo; it's about redefining it."
"With the customer as our compass, this bold initiative embodies
the very essence of our company's Purpose," said Kellyn Kenny, Chief Growth & Marketing
Officer at AT&T. "Customers tell us they want confidence in
their service provider and offering a guarantee makes them four
times more likely to choose a brand that offers one. It's about
being transparent, taking action and ensuring our customers know
they are supported. We're committed to delivering on our promises.
We are walking the walk and talking the talk – and this is just
the beginning."
Learn more about the AT&T Guarantee at
att.com/guarantee and att.com/businessguarantee.
1 Credit for fiber downtime lasting 20 minutes
or more; or for wireless downtime lasting 60 minutes or more caused
by a single incident impacting 10 or more towers. Restrictions and
exclusions apply. See att.com/guarantee and
att.com/businessguarantee for full details
2 Offers vary by device. Restrictions may apply.
3 No annual contracts or equipment charges for
AT&T Business Fiber customers.
4 Five minutes begins once customer is routed to
technical support assistance. See att.com/guarantee and
att.com/businessguarantee for add'l details.
5 See att.com/guarantee and
att.com/businessguarantee for add'l details.
About AT&T
We help more than 100 million U.S.
families, friends and neighbors, plus nearly 2.5 million
businesses, connect to greater possibility. From the first phone
call 140+ years ago to our 5G wireless and multi-gig internet
offerings today, we @ATT innovate to improve lives. For more
information about AT&T Inc. (NYSE:T), please visit us at
about.att.com. Investors can learn more at investors.att.com.
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SOURCE AT&T
