AT&T Customer-First Promise

This will set a new bar in customer experience covering network, customer care and offers for consumers and small businesses.

Key Takeaways

• AT&T is leveling up the industry with a bold guarantee to their customers, elevating experience focused on connectivity they can depend on.
• They are the first carrier to launch a customer guarantee for both wireless and fiber networks—and across both consumers and small businesses.

The AT&T Guarantee launch will take place on January 9.

At this point, no other carrier has offered a guarantee as comprehensive as this, spanning their network, care and deals. AT&T is the first to offer a guarantee for wireless and fiber networks.

The AT&T Guarantee Covers

• Dependable Connectivity: In the event of a network interruption, they 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 AT&T will reach out to their small business customers with options to help make it right.
• Customer Deals: Their best deals on any smartphone are for new and existing customers and don't require the most expensive plan.² And they have no hidden fees or equipment charges with AT&T Fiber.³
• Prompt, Friendly Service: Speak to a friendly tech expert within 5 minutes or schedule a callback at a time you choose.⁴ Plus, same or next day technician availability so they can get customers help fast for their fiber.⁵

"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.

Footnotes

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.

Source: PR Newswire