In a letter to the Los Angeles Times, AT&T CEO Randall Stephenson admitted AT&T missed the mark with its recent response to a longtime customer’s service improvement suggestions.
Earlier this week, the LA Times reported AT&T customer Alfred Valrie received a warning letter from the company’s lawyers after writing to Stephenson suggesting the carrier offer “unlimited data for DSL users and 1,000 text messages for $10 a month.”
The initial report triggered a landslide of criticism, most notably from T-Mobile CEO John Legere. In response, the Un-carrier even started its own #IdeasForRandall campaign, asking customers from any wireless carrier to share their thoughts on how to improve the industry.
Though Stephenson admitted AT&T “blew it” with its harsh response, he said the formalized response Valrie received was created in response to past experience in which customers had submitted suggestions and later threatened legal action claiming their ideas were stolen.
Stephenson said the issue has now been corrected and will result in a gentler process for receiving consumer suggestions.