AT&T has reached a deal to buy Time Warner for $85.4 billion.
Aside from the fact that it is a boat load of money, what does this portend for the consumer? From my point of view it means customer service will suffer. I have neither AT&T or Time Warner, but whenever the companies I have telecommunications with merged it led to even worse customer service.
Just this past week a good example happened to me. My mother is 86 years old and mostly relies on me when she has a problem with the internet. She currently has phone and internet service with Windstream Communications. Windstream purchased Alltel which previously purchased the local phone company. In each instance the customer service went down hill. When it was a local phone company they actually had service people who came out and took care of problems. Or, at the very least, solved the problem with a quick phone call.
This past week my mother called me to say that her computer wouldn't connect to the internet. First of all, I'm not a techno-nerd, so it's a bit like the blind leading the blind. She lives 60 miles from our farm and since I couldn't figure it out over the phone I drove to her place. Once there I wasn't able to solve the problem. Thinking the local internet may be down I phoned Windstream. That started the run around.
When I dialed the 800 number in the local directory I had to struggle through a myriad of messages and pushing buttons. I never was able to connect with a live person, so I decided to phone the so-called local Windstream store. The person that answered was not "local" and when I asked if the local internet service was down she switched me over to another recorded message which said that wait times to talk to a service person was 30 minutes. I hung up. Frustrated I decided to unplug the modem and see if it would reset. That worked. I know... I know... I should have done that in the first place. Remember, I'm not a techno-nerd!
The whole point of this story is that from my experience every time some company buys out another company and gets even bigger, customer service goes in the crapper. Now, if I can just keep up with DISH and Verizon.
Just one day more...