It's well known that end users can email Apple CEO Steve Jobs, and sometimes even receive a response, though usually short and to the point. His BFF Randall Stephenson, AT&T CEO, is not quite so "user-friendly."
Giorgio Galante found out this out personally. Two emails in two weeks was apparently deemed to be harassment, as Galante received not an email, but a phone call from AT&T's Executive Response Team. Their warning: further emails will result in a cease and desist letter.
The harassing emails were first about possibly changing his phone upgrade eligibility date. The second was simply informative, telling Stephenson that given AT&T's moved announced on Wednesday, ditching unlimited data plans, he was moving to Sprint and an EVO 4G. Here's the text of the email. While snarky, it's certainly nothing that should cause a legal department reaction:
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 feedback.
Regards, Giorgio G.
While Galante didn't personally receive the call, just a voicemail, it was still a unnerving for him to receive a threat for something as innocent as the above. The voicemail ended with:
Going forward, we need to warn you that if you continue to send e-mails to Randall Stephenson, a cease and desist letter may be sent to you.
This is just a capper to the whole AT&T mess. We have to say, if AT&T didn't have the iPhone, they would be in big trouble right about now, with all their network issues. Even Steve Jobs admitted Apple's BFF is "having issues."
A friendly tip to AT&T: if you make an announcement that's bound to create negative feedback (the axing of unlimited data plans), don't go ahead and add more bad PR to the mix.
Update: after questions were raised, Galante posted the first email he sent Stephenson, which though to the point, was equally innocuous.
I’ve been a customer since the iPhone 3G came out (2 years ago). My current eligibility date for a new phone is sometime in March of 2011. I’d consider sticking around if AT&T bumps up my eligibility date such that I can get an iPhone 4G on its launch day.In general I’ve not been the happiest AT&T customer (ahem…tethering was promised to be available in early 2009 and finally AT&T is getting around to offering it as an option.) You’re bumping your ETFs to $325 for new contracts as of 6/1. Not only do I spend $80 a month with you on the iPhone, but I also throw another $30/month at you with my iPad 3G.
Android is now becoming a compelling option, and Sprint is rolling out their 4G network. I’ve contacted your customer service department and they’ve stated there’s nothing they can do to change my new phone eligibility date. Fair enough – customer service reps rarely have the authority to make the right business decision.
If you want to keep my $110/month flowing, bump up my eligibility date. Otherwise I will go to Sprint and no longer require any of your services (3G iPad included since the HTC Evo is a hotspot for up to 8 devices.)
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