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AT&T apologizes to customer warned off emailing the CEO: 'This is not the way we want to treat customers'

Nilay Patel
06.03.10
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AT&T's Executive Response Team certainly caused a little controversy yesterday after it warned reader Giorgio Galante that sending another email to AT&T CEO Randall Stephenson would result in a cease and desist letter, but apparently it was all just a mistake -- Giorgio tells us that he's received a sincere apology from an AT&T senior VP, who took responsibility for the mixup. Apparently the cease and desist warning came about due to bad reading of AT&T internal policy -- 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.

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.

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