When AT&T acquired us, they spent a lot of time selling us on the story that the customer service level would be maintained because they recognized it as one of

When AT&T acquired us, they spent a lot of time selling us on the story that the customer service level would be maintained because they recognized it as one of the elements that set DTV apart from other providers. When it was only a matter of months before the senior DTV leaders all announced their various retirements (after several having been placed in charge of AT&T areas), we knew it was only a matter of time. Recently (in the last 45 days) AT&T has outsourced significant portions of their IT and finance and billing operations, on top of the already outsourced IT and customer service functions. Now with them also having to fend off a very persistent activist investor I expect their focus to drift even more away from what the customer wants.