said by maartena:Email, facebook, twiter..... although nice, and it throws the conversation out in the open, they are usually 1 question, 1 standard reply type situations, not really for an ongoing conversation about available options.
That was not the experience I had last year. I sent an email to attcustomercare@att.com and I actually got a very knowledgeable agent engaged. We ended up exchanging a few emails and then had a direct phone call to discuss the details of my situation at length. They actually wanted me to provide a diagram and a detailed analysis of the problem so they could take it back to engineering for discussion. Maybe I just got a good escalation because of the technical topic. It is possible that sales related questions are handled by scripted auto-responders so the experience may be lacking to some degree compared to what I experienced.