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Complaint to AT&T CEO will result in legal action

Customer service team threatens
Thu Jun 03 2010, 12:16
friction

ZOMBIE EVIL PHONE COMPANY AT&T clearly does not think that the buck stops at the top of its telephone empire.

If you write to complain to its CEO, its customer services staff will refer the matter to its legal department.

While it is fairly obvious that the CEO of AT&T does not like to deal with the complaints of the great unwashed, it is a bit of a PR own goal of threatening someone who goes to the top with their complaints.

In this case it was an Apple user called "Giorgio G" who decided to voice his displeasure with the AT&T Wireless "new and improved" data plans directly to the CEO.

Writing in his blog;, he tells the story about how he sent two emails on the matter over two weeks to see if they would bump up his hone upgrade eligibility date, given that he spends $110 per month with the company.

To his surprise, he received a voicemail from AT&T's executive response staff. The gist is thanks for the feedback, and if you bother our CEO again, we're going to send you a cease and desist letter.

It looks like AT&T can't deal with smug sarcasm, which we would have thought, since it's Apple's only US telco supplier, it would have gotten used to by now.

What he wrote was "Thanks for making the switch to a Sprint HTC Evo an even easier decision. I don't think even Steve Jobs can spin 2GB for $25/month as a good thing for the consumer. I may not use 2GB/month today, but the point of these devices (Ipad 3g, Iphone 4G, etc.) is that we'll be able to do more and your network either can't handle it, or you're just trying to squeeze more money out of your customers. The $15/month 200MB plan is just a crappy anchor price that makes the $25 plan look like a better deal than it really is, given that the $30/"unlimited" plan goes away."

"Please don't have one of your $12/hour 'Executive Relations' college students call me - I've found them to be generally poorly informed (Engadget.com readers know more than they do about AT&T) and they have little authority to do anything sensible."

So it looks like AT&T have called his bluff and he is switching to the HTC Evo, and cancelling his Iphone and Ipad 3G AT&T services. Maybe AT&T thinks that because someone is silly enough to sign up for an Apple based service, they will take whatever it dishes out because they have nowhere else to go, other than jailbreaking the gear.

If you don't agree with AT&T's policies, whatever you do, under no circumstances contact this guy:

Randall Stephenson, AT&T CEO
rs2982@att.com (direct)
randall.stephenson@att.com
phone: 210-351-5401 (direct to his secretary) 
fax 210-351-3553
alternate phone: 210-821-4105 (headquarters, press 3, ask for Mr. Stephenson's office)
175 E. Houston
San Antonio, TX 78205 µ

 

 

 

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