If You Continue To Send Emails To The CEO, A Cease And Desist Letter May Be Sent To You


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Wow.  AT&T customer Giorgio G. sent two inquiries to AT&T’s CEO Randall Stephenson, and received a threat of a Cease and Desist letter for his effort.  The back story:

Giorgio writes:

“Today I decided to voice my displeasure with the AT&T Wireless
new and “improved” data plans directly to the CEO.  This was the 2nd
email in as many weeks (I wanted to see if they’d bump up my phone
upgrade eligibility date given that I spend $110/month with them and
their normal customer service reps are powerless in this regard.)  

To my surprise, I received this voicemail (click on the “click to
play” link above to hear it) 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. 

Wow.  I was expecting a “hey thanks and so long” at best.  So what
did I send that was so offensive?  Here it is:

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. 

This is simply a soon-to-be former customer


Giorgio G.

So in the end, I’m definitely switching to the HTC Evo, and
cancelling my iPhone & iPad 3G AT&T services – I don’t want to
give my money to a company that is bothered by its customers, and
threatens them legally to prove it.”

Listen to the voicemail that Giorgio received here.

AT&T has since apologized, but holy cow, guys.  C’mon.

hat tip:  susan steade at GMSV

June 4, 2010 | Permalink


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Republished with author's permission from original post.

Christopher Carfi
Ant's Eye View
Social Business strategist advising clients such as Google, HP, Cisco, P&G and others.


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