An AT&T customer in California got an unexpected reply to an email he sent to AT&T CEO Randall Stephenson about how to improve the company’s services.
El Sereno, Calif., resident Alfred Valrie, an AT&T quadruple-play customer, reached out to Stephenson to suggest the company get rid of the current 150 gigabyte cap it puts on DSL services.
“I just wanted to give him something to mull over,” Valrie told the Los Angeles Times. “I never thought I’d get a letter from a lawyer.”
“Hi. I have two suggestions. Please do not contact me in regards to these. These are suggestions,” his email to Stephenson said. “Allow unlimited data for DSL customers, particularly those in neighborhoods not serviced by U-verse. Bring back text messaging plans like 1,000 messages for $10 or create a new plan like 500 messages for $7.”
Valrie even signed the communication, “Your lifelong customer, Alfred Valrie.”
AT&T was less than responsive to his suggestion.
“AT&T has a policy of not entertaining unsolicited offers to adopt, analyze, develop, license or purchase third-party intellectual property … from members of the general public,” a response from an AT&T lawyer said. “Therefore, we respectfully decline to consider your suggestion.”
An AT&T spokeswoman later tried to clarify the company’s response.
“In the past, we’ve had customers send us unsolicited ideas and then later threaten to take legal action, claiming we stole their ideas,” Georgia Taylor explained. “That’s why our responses have been a bit formal and legalistic. It’s so we can protect ourselves.”
Unsurprisingly, T-Mobile US was quick to capitalize on the bad press of its competitor. The “uncarrier” even went as far as to issue a press release about the incident. Outspoken CEO John Legere offered up his own email address, encouraging customers to contact him directly.
“AT&T obviously does not like to hear from its customers, but the Un-carrier does so we’re stepping into the void,” the press release said. “AT&T customers, or any wireless customers, can always tweet @JohnLegere or email him directly at John.Legere@T-Mobile.com with ideas and thoughts to keep improving the wireless industry. That will never change!”
But T-Mobile US didn’t stop there. It also promoted an email account and Twitter hash tag that calls for customers to make suggestions to the AT&T CEO.
“Starting today, AT&T customers can also send comments, concerns and genius ideas to IdeasforRandall@t-mobile.com or even better use #IdeasforRandall on Twitter and send @JohnLegere your ideas with the hashtag! T-Mobile will keep the best ones and send Randall – and his lawyers – all the ideas we’ve already fixed.”
