Earlier this week, a report out of the LA Times got everyone’s attention. A customer, emailed AT&T’s CEO Randall Stephenson about some ideas he had for the company. Now instead of Randall just deleting the email or ignoring it, he got lawyers involved. The customer in question is Alfred Valrie, who simply emailed Stephenson to give him an idea on how to improve customer satisfaction. Valrie’s idea was to simply give unlimited data to DSL customers along with 1,000 text messages for $10 per month. Doesn’t sound like a bad idea, actually. Considering this would be for customers that already use AT&T’s other services.
AT&T’s CEO Randall Stephenson came out today and apologized for the mishap and getting the company’s lawyers involved. Stating, “We blew it, plain and simple â€” and it’s something I’ve already corrected.” Now, Stephenson did not state how this situation was remedied or how the lawyers got involved (whether it was himself or his “people”) but as far as Stephenson is concerned, the situation has been handled. So there’s that. Stephenson also said “At AT&T, our top priority is to treat our customers to a premium experience every time they interact with us, and our consistent award-winning service demonstrates we usually get it right.” He went on to say that they aren’t perfect 100% of the time, in regards to customer satisfaction, and I think this is a big example of that. Seeing as Randall could have just replied “Thanks for the idea” or something simia
Now of course, AT&T couldn’t get out of this without some trolling from their loudest competitor. And that would be T-Mobile’s own outspoken CEO, John Legere. The Uncarrier put out a press release of where AT&T customers can send their ideas for AT&T CEO Randall Stephenson, which was to email IdeasForRandall@t-mobile.com. Not a huge surprise as this has been T-Mobile’s MO lately. T-Mobile and Sprint’s CEO’s both respond to emails from customers, instead of having their assistants or secretaries do so. One has to wonder if that will be what Randall will be doing in the near future after this entire fiasco. It will be interesting to see.