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Telecommunications giant AT&T said Wednesday it will offer bill credits to customers affected by network outages as part of an effort to attract customers after the industry experienced several significant disruptions last year.
In February 2024, AT&T suffered a nationwide wireless service outage that lasted more than 12 hours, blocked more than 92 million calls, and prevented more than 25,000 911 emergency calls from being reached. The company provided affected customers with a bill credit for one day's worth of service worth $5 per account.
“Four years ago, we were losing market share for a significant period of time,” Jennifer Robertson, executive vice president and general manager of AT&T Mass Markets and Mobility, told Reuters. He added that the company “knew it was losing customer trust” and responded with new pricing strategies, product improvements and promotional offers to restore growth.
AT&T's new assurance initiative launches on Thursday and is a way for the company to ensure customers will receive an “appropriate response” if the company fails to provide reliable connectivity as promised, the company said in a statement. .
AT&T grants bill credits to customers affected by cell phone network outages
AT&T logo seen in San Francisco. (Alex Tai/SOPA Images/LightRocket via Getty Images / Getty Images)
Outlining AT&T's new guarantee, the company's webpage states, “In the event of a network interruption, we work diligently to restore service and will continue to work diligently to restore service for our fiber customers who experience a service outage of 20 minutes or longer and for 60 minutes. “We aim to better serve our wireless customers.” Power outages covered. ”
| ticker | safety | last | change | change % |
|---|---|---|---|---|
| T | AT&T Corporation | 21.99 | -0.20 |
-0.92% |
The website also says of AT&T's warranty, “No other carrier offers such a comprehensive warranty that covers our network, care, and transactions. We offer warranties for our wireless and fiber networks. “The first and only carrier,” he said, touting AT&T's guarantee.
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Employees and customers work on the sales floor at an AT&T store on April 1, 2024 in Miami, Florida. (Joe Radle/Getty Images/Getty Images)
“Customers say they want to trust their service provider, and if you offer a warranty, they're four times more likely to choose a brand that offers a warranty,” said Kerin Kenney, AT&T's chief growth and marketing officer. said.
“It’s about being transparent, taking action and ensuring our customers know they are supported. We are committed to delivering on our promises. We are committed to delivering on our promises. We continue to move forward and keep talking, but this is just the beginning,” Kenney said.
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Reuters contributed to this report.
