Customer Support

One-hundred-and-Twenty minutes vs Twenty-One minutes

That’s the difference in time between Telephone and Twitter, in getting a resolution from AT&T Customer Service.

After sitting and waiting on hold and being transferred to SIX different departments, and sitting at my computer–waiting on hold most of the time, I took to Twitter.  As much as a way to pass the time, I was curious to see if I could get a response from AT&T using social media.


The problem was simple enough but somewhat convoluted. Nearly 15 years ago, when getting dial-up Internet as part of my residential service, I also acquired an email address.

Over the course of years, services changed, the home phone was discontinued in favor of cell phones and neighborhood broadband carriers changed twice.

It was my primary email and I had it forwarded to another account as uses changed over the years. AT&T no longer supported the email and it is currently handled by Yahoo!

I had recently received emails from AT&T  announcing  changes coming June 10th, and to consider an upgrade. When I tried to log-in, I found I had forgotten the password and it was not retrievable using old security questions that were vague enough 15 years ago that I didn’t remember the answers. The problem then, was verifying I was who I was.

I appreciate how difficult it is to get a lost password via phone and appreciate AT&T’s security protocols. Unfortunately, what I experienced was “security by obscurity”.

Telephone Support

I had already talked to six different people. One of the most helpful was the fifth person I talked to:  Amy Sullivan (AT&T employee number A5604C). She was the only one that truly listened and attempted to solve the problem, orchestrate and enlist others who could do so and conducted a group conversation with someone she felt could solve my problem. Eager, upbeat and positive, Amy was confident when she transferred me to Rayne, that the problem was solved.
Unfortunately after dropping the call and calling me back, Rayne read from her script and we walked through all of the things again that were explained to her in the conference call.

Rayne said she had to forward me to the “National Mass Market” for my state, as they were the only people who could assist.

She asked me to hold, then returned saying they had closed for the day but I could call during business hours which were from 7am to 10pm. I pointed out it was only 7pm, and she couldn’t account for why they weren’t answering.


It took six tweets [1] [2] [3] [4] [5] [6] [7] and an hour before I received a tweet from Geof @ATTCustomerCare

Through DM he asked me a couple questions, then he called me. After putting me on hold for only a few minutes, he returned with a reset password and waited while I quickly accessed the account and logged-in. BOOM! Problem Solved.

Impressively, his assistance and final solution came after his work day was supposed to have ended in his Central Daylight Time location. Geof put-in some over-time to help me. Awesome.

The Power of Social Media

On one hand, Social media gives individuals the capability to be heard. On the other hand, it gives responsible brands the opportunity to provide personalized service.

AT&T was responsive and impressively, one person had the power and ability to connect with me and quickly solve my problem.

Consider one social media person (Geof) skillfully handled a problem in only twenty-one minutes that six different people couldn’t handle in the span of over two hours.

I’ve been a long-time customer of AT&T. I bought my first cell phone from them and have been a long time customer for a number of their services.

And, while I was frustrated and upset over the laborious two hours of time spent on the phone today, I’m really impressed and thankful for the outstanding service I received from the AT&T Social Media Department–a model for other individuals and companies looking to provide exemplary customer service and responsiveness.

How About YOU?

What positive experiences have YOU had with big companies over social media–I’m curious, please share them in the comment section below.

DISCLAIMER: I don’t know that it needs to be said but, in case you’re curious: This post is NOT a paid testimonial and is a reflection of today’s experience only. My thoughts are mine (or so I like to think!) Otherwise, all copyrights apply.

This is an un-edited/raw video of us playing with the Oculus Rift.

We’re laughing and having fun in a very, VERY, early test of the Virtual Reality (VR) system.

Most impressive is the really wide field of view & ability to look 360 degrees in all directions.

We played in three worlds: Outer Space, Virtual Reality Roller Coaster, & Tuscan Village– all very impressive!

  • The roller coaster–aided by a creepy, old-time sound effects, made me motion sick (yep! I’m a wimp!).
  • The Tuscan village had a beautiful view of the ocean and light, airy, flowers flying through the air.
  • I like the outer space simulation the best. The vastness and distances you could see were really amazing.


See post: Virtual Reality (VR) Oculus Rift Roller Coaster


I really like this Haiku ‘deck’ by @connectedtchr

I’ve been talking with a lot of educational leaders lately who have ideas of throwing technology (hardware) at students but, lack a vision or inability to articulate a mind set that encompasses the philosophical shift required to move from 19th Century education to 21st Century teaching and learning.

Educational Technology is only as good as A New Mind Set needed to implement it to its full potential.

Pew Technology Research

A recent survey by the Pew Internet & American Life Project sheds new light on US middle school and high school teachers findings that digital technologies have become central to their teaching and profession.

At the same time, the Internet, cellphones, and social media bring new challenges to educators, and they report striking differences in access to digital technologies between lower and higher income students and districts.

Impact of the Internet & Digital Tools

These teachers say the following about the overall impact on their teaching and their classroom work:

  • 92% of these teachers say the internet has a “major impact” on their ability to access content, resources, and materials for their teaching
  • 69% say the internet has a “major impact” on their ability to share ideas with other teachers
  • 67% say the internet has a “major impact” on their ability to interact with parents and 57% say it has had such an impact on enabling their interaction with students.

 Lowest Income Students Face More Challenges

The survey finds that digital tools are widely used in classrooms and assignments, and a majority of these teachers are satisfied with the support and resources they receive from their school in this area.

However, it also indicates that teachers of the lowest income students face more challenges in bringing these tools to their classrooms:

  • Mobile technology has become central to the learning process, with 73% of AP and NWP teachers saying that they and/or their students use their cell phones in the classroom or to complete assignments
  • More than four in ten teachers report the use of e-readers (45%) and tablet computers (43%) in their classrooms or to complete assignments
  • 62% say their school does a “good job” supporting teachers’ efforts to bring digital tools into the learning process, and 68% say their school provides formal training in this area
  • Teachers of low income students, however, are much less likely than teachers of the highest income students to use tablet computers (37% v. 56%) or e-readers (41% v. 55%) in their classrooms and assignments
  • Similarly, just over half (52%) of teachers of upper and upper-middle income students say their students use cell phones to look up information in class, compared with 35% of teachers of the lowest income students
  • Just 15% of AP and NWP teachers whose students are from upper income households say their school is “behind the curve” in effectively using digital tools in the learning process; 39% who teach students from low income households describe their school as “behind the curve”
  • 70% of teachers of the highest income students say their school does a “good job” providing the resources needed to bring digital tools into the classroom; the same is true of 50% of teachers working in low income areas
  • Teachers of the lowest income students are more than twice as likely as teachers of the highest income students (56% v. 21%) to say that students’ lack of access to digital technologies is a “major challenge” to incorporating more digital tools into their teaching




Convergence seems to be coming from the same company that shaped a generation through their music videos (yep, I remember them back in the old days) and reality shows (the stuff they show now), as Viacom’s MTV is partnering with  Swipe Telecom to produce a unique device: The MTV Volt.

Finally, the device we may have all been waiting for: a FABLET

*I believe this has some fantastic #mlearning potential and will be keeping an eye on this development!

Phone + Android Tablet + Television = FABLET

“MTV VOLT is a ‘made to order’ product for the generation that’s constantly communicating, entertaining and socializing. With features that address their needs and price-point that suits their pockets, we’re confident about MTV VOLT by Swipe, to generate a great response,” Sandeep Dahiya, Senior Vice President and Business Head (consumer products) – Viacom18

The MTV VOLT is the first Fablet device to feature an exclusive inbuilt TV-player, offering viewers on-the-go access to MTV content. With a stunning touch screen, MTV Volt is both a portable TV set and a fully functional high-definition Android tablet with WI-FI, dual cameras, FM player and GPS functionality.

Swipe MTV Volt, includes:

  • 1 GHz dual core processor based on ARM Cortex architecture.
  • 512 MB of RAM for faster operations
  • Android Jelly Bean 4.1 operating system.
  • 6 inch capacitive touch input system
  • display features a resolution of 854 x 480 pixels.
  • 4 GB of internal storage slot which can be further extended to another 32 GB with the use of an external micro SD memory card.
  • 8 megapixel main camera that supports video recording
  • 1.3 megapixel front facing camera.

Right now, it’s only available in Indai…..What do you think of this device?