At 4:30pm I wrote back to Karen Kern a short email:
Please read what you wrote to me earlier. I expect you to follow through ....
I'll forward your information to them for direct contact with you regarding this matter.
This morning I received a call from Karen and a supervisor Jim. Karen took my issue to Jim who tracked down both the cards and both cards are now in process and expected shortly. In the mean time he has sent temporary cards out in overnight mail.
Bottom line here? I use the service of L.A. Metro a lot, many times each week, their light rail (red, gold lines). My boys use their bus services including the orange line. I have always been impressed with their operational service and now I am equally impressed with their customer service.
Their customer service did resolve my problems across their own department boundaries without additional inconvenience on my part which was very nice.
ATT can take a lesson from L.A. Metro. Come to think of it, many companies can take a lesson from them as well.
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