AN OPEN LETTER TO EDWARD E. WHITACRE, JR., CEO OF SBC COMMUNICATIONS.

175 East Houston
San Antonio, TX 78205-2233
Tel: 210-824-4105
Fax: 210-351-2071
Stock Symbol: SBC


To: Edward E. Whitacre Jr., CEO
From: ibezdechi@sbcglobal.net
Subject: PLANETFEEDBACK REFERENCE NUMBER 2150066
/OUTSOURCING OF SBC NEW MEDIA CUSTOMER SUPPORT

Dear Mr. Whitacre,

The world thrives on communication today, which is why I'm so upset with the customer service at SBC Communications Inc., a situation that's very frustrating. Quite honestly, I'm annoyed with this issue. Just for the record, here's my telephone information: (619) XXX-XXXX.

I attempted to communicate a problem with my SBC DSL service to the appropriate customer phone number. When I was connected I immediately realized that he call was being outsourced overseas to which seemed to be India. The person answering the phone didn't understand me, nor could I understand him with his very thick accent and very awkward verbal rhythm. For the amount of money which I'm paying for my DSL service, I should be able to communicate with American customer service technicians who have a clear understanding of my service trouble, and who have the verbal means to effectively communicate with me. (This all started when my DSL connection is interuppted everytime a call comes in on that line.)

I've been rather satisfied with my DSL service in the past and the excellent customer service provided by Americans employed by SBC without foreign accents. But given the nature of this problem, I'll probably take my business elsewhere from now on if I'm able to get better broadband Internet service with another company. Here in San Diego, SBC is not the only broadband Internet provider and I guess you realize that with all of your constant television advertising. And as someone who is often asked about my experience with different companies and services as an opinion leader, I'll probably tell other people about my negative experience so they can avoid it in the future.

Here's what I'd like to see happen: First, and foremost, you owe your subscribers way better customer service with individuals who truly care and are capable of clear communication and not gibberish. If you are going to degrade the level of customer service, you should then reduce the price of the DSL service.

Ethically, outsourcing customer service to other countries and putting Americans out of work is wrong. Of course, in this day of ENRON and other corporate scandals of gargantuan size, American business and ethics have become oxymorons.

I hope you get back to me soon. In this age of modern communication, seemingly simple things should not go unresolved. I know I won't bring down SBC Communications with my opinion, but I am posting this communication on my personal website's "blog" ("Evarhz Says") at www.ivarsonline.com

/s/
Ivars Bezdechi