AT&T apologizes to customer warned off emailing the CEO: 'This is not the way we want to treat customers'
By Nilay Patel 
posted June 3rd 2010 5:14PM
posted June 3rd 2010 5:14PM
As for Giorgio, he says AT&T's rep sincerely listened to his concerns about the new data plan pricing schemes and that he's accepted the company's apology, but ultimately he's decided to switch over to Sprint and the EVO 4G anyway. That's to be expected, we suppose -- and we'd say next time Randall might do well to use up a few bytes of his 2GB limit and write back to a dissatisfied customer. Here's AT&T's official statement on the matter:
We are apologizing to our customer. We're working with him today to address his questions and concerns. This is not the way we want to treat customers. From Facebook to significant customer service channels, AT&T strives to provide our customers with easy ways to have their questions addressed. Because of this incident, we are reviewing our entire process to ensure a situation like this does not happen again.
The internet prevails.
HAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHA!
The real tranlation is, "We're sorry this turned into a big, embarrassing internet story. From now on, we'll filter all external email from Randy's account. He's much too important to be responding to little people like you."
@peestandingup
I sent a email, don't feel bad about it.
And by saying that you're ensuring that it does not happen again, are you just going to send men in black to the houses of "offenders" in the future and make sure they don't go public with your threats?
AT&Ts slogan should be:
"not having the best of days today"
@peestandingup too little too late! They knew what was going on when they responded. Its only because of the bad press that he got an apology... Bull$#!t
I wonder how much this customer got paid for this response. I should start e-mailing more CEO's until someone bites. Then I'll post it on engadget or some other popular internet website... then they'll pay me for my "troubles."
@peestandingup This guys should take notes from Dan Hesse
@peestandingup : If you have an "Executive Response Team", you blew it!
@peestandingup This is a bunch of nonsense. I'm sure their apology is *real sincere* and has nothing to do with the insane amount of negative coverage this got. I mean seriously, who wouldn't apologize when being put in the spotlight like this? It's like when a celebrity gets caught cheating-everyone makes some cheezy apology and pretends to be real sincere about it to try and save their careers.
Also, does nobody else find it pretty f'ing bizarre that the CEO still hasn't bothered to maybe reply even given the hilariously bad PR? Instead, some random VP handles it. I mean seriously, I know he probably gets over 9000 e-mails a day but for something that can cost you a *lot* of customers in bad PR you think the CEO would get off his lazy butt and do something about it. I honestly can't think of a single company where the CEO wouldn't have just handled this themselves after all the flak.
@tekdemon
Something about his hair and that smile creeps me out.
@One Love lmao hahahahaha
Just having an "executive response team" says it all about their attitude toward customers. It should be an "executive" writing "responses" to customers.
Anyway, I'm sure the rep was just following his instructions from the "executives" he's paid to shield ", and now he's catching the blame for this and will probably lose his job. While the execs continue to pull in the multi million $ salaries.
@peestandingup
not really, i mean, what are people doing emailing the ceo anyway?
he has better things to do than listen to a tonne of people complaining at him
its just like spam emails, you dont want them, so why send them to others?
@tekdemon
Randall Stephenson: Initiate damage control protocol alpha tango foxtrot!!
@Sax25 you mean, everyday
@HoldenMccrotch
Because the CEO's main priority is satisfying all stake holders which includes the end user (i.e. this guy that emailed him). It's not spam if it's about something the company sells or offers.
Also, it gives them research of their consumer base without spending a dime. Even if he does just send them to a minion, it's valuable information into what consumers want.
CEO was too proud to apologize. He made some low level puke do it lol
@peestandingup
What a hunk!
@peestandingup
everyday, at&t is looking more and more like the OLD sprint, the one that had poor service, harassed their customers with extra fees if they tried to leave the carrier, nickel & dimed them on minutes/text messages, and had horrible customer service experiences. What happened? this led to people leaving in DROVES. it will happen again, this time to at&t.
@One Love
Amen to that.
@peestandingup - the ruling of info rools
@tedkord nice one ;)
@DTJ
Uh, you're a moron, dude. If an executive had to respond to every email a customer sent him, he'd be spending 16-hour days at work doing ONLY that, and probably still have a hell of a backlog. ANY company with this many customers has an "executive response team."
@ravissimo don't u mean sprint now. No service. LOL.
I read this story earlier on my iPhone and couldn't believe it - I figured there must be more to the story. How could a large company like AT&T react that way to a customer who is voicing their concerns to changes AT&T is making which are bad for customers? Then I see that AT&T responded and the story was true as posted - I am in shock. Now I'm not a big fan of AT&T - I only use them because the iPhone is limited to them, so I'm a forced customer, not a customer by choice. I do feel they charge far too much for their service (I'm paying $30 for unlimited texting, on top of my unlimited data plan - come on, isn't text data too?) and their customer service can be very challenging at times (though I did have 1 instance where I had a massive phone bill due to using my phone in San Diego and they did take care of it fairly easily). But it is very worrisome that they are making these data plan changes so suddenly (didn't the new iPad unlimited plan JUST get announced 2 months ago) and then responding so negatively against their very own customers. This is not good public relations, marketing, customer service, or how to build a good brand. If it wasn't for the iPhone - I wouldn't be an AT&T customer.
Note to AT&T: Be good to your current customers, especially those forced to use you for the iPhone. One day they may have the freedom to change providers and you will want them to stay. Treating your customers bad is not a good business plan. I learned that in college, but it seems like it should be common sense.
I really wonder if they resolve this issue by issuing an even bigger threat than lawsuit to Giorgio? To silence him? Scary company.
How does that guy go out of his house thinking that's a good look?
@a dumb cat The guy looks exactly like my old Maths teacher. It's really eerie.
@peestandingup Yes! I'm sure they'll land lowest again for the customer support score for this year. http://j.mp/att-deadlast-carrier
@Shooter McGavin I think you mean Weasel Tango Foxtrot.
I hate you AT&T.
@John Locke
I'm totally with you dude, the second the iPhone goes to another carrier I'm done with at&t.
Now with all these cool new android devices, I might even ditch the iPhone/AT&T altogether.
@John Locke
My question for you is, why does a Smoke Monster need a gun?
@John Locke Sam here. I think the Android OS has surpassed iphone OS. Till AT&T has exclusivity on the iphone, they will continue to cripple the Android phones they launch. I am leaving soon for Sprint and Evo
@John Locke
As part of the 98% of people who use less than 2GB / month, I'll be glad to save $5 /month with the new cap. Also, I'll be glad to know that there will be fewer jailbroken iPhones out there hogging all my spectrum. I've seen commenters on various sites claiming to use their jailbroken iphones to download xbox games weighing over 7GB, just to avoid any red flags with their ISP (and various other abuses like that). Is that the sort of user AT&T intended with their "unlimited" plan? Whatever you think, then answer is no - and normal users like the 98% under 2gb should not have to suffer because of the 2% of abusers (who i'd wager are mostly jailbroken). Period.
@TomSawyerI used to leave my Pandora radio on all night on mute before i left ATT. Wish I would have stayed so I could continue to do this. Its my more and I WILL do with it what I want.
@schmidt1985
And good thing I can spell.. NOT
@impulse462
Ditto!
As punishment, he should be forced to look at his own effing face for a week... you know... reinstall all the mirrors he broke years ago.
Oh, and his execs too.
That's dandy. There's also a hidden complaint in Giorgio's story. AT&T doesn't have any decent Android devices apart from the Nexus One.
Oh, and how about instead of charging for overages on 2Gb a month, just throttle back style, Comcast-style?
@AckbarsFist T-Mobile style as well (after 5GB per TOS) but I haven't seen anyone getting throttled after 5GB yet. There are reports of throttling after 10GB though.
Translation: my inbox is full.
@gonintendo
Exactly...I think tons of people who read the story yesterday flooded his email. Fuck this guy, seriously. And also, it's a huge pain in the ass for anyone who has a business email address to just abruptly switch to a new one without losing a bunch of contacts along the why.
@gonintendo
That was to be expected with all the emails we sent him !
@gonintendo
"Giorgio was told the rep who made the call is 'not having the best of days today' -- and AT&T tells us it's reviewing its procedures to make sure it doesn't happen again."
Translation: AT&T realized their treatment is being publicized, and shifted the blame to the rep, who was following protocol to a T. AT&T is revising PR policies for damage control rather than earnestly benefiting customers.
"We are apologizing to our customer"...
that should be a plural!
@beckhams777
No, no, they're just thinking ahead... to when they lose the iPhone exclusivity.
"We want you to contact us through all of these channels we've set up.... just don't try to talk to the CEO or else!"
Nice way of already looking like a jackass and being a jackass.