Giorgio Galante sent Stephenson two emails in as many weeks. The first email was a request to bump up his iPhone eligibility date and a request for a tethering option, while the second email detailed his displeasure regarding the company's new data rates. After the second mail was sent, Galante got a phone call from the company's Executive Response team. Galante was thanked for his feedback but warned if he continued to email the CEO, he may be served with a Cease and Desist letter.
Galante was suitably surprised by this reaction so he took his story online where it got picked up by a number of blogs. The news spread fast and soon, major news outlets like CNN were requesting interviews. With all that (mostly bad) press, it wasn't long until AT&T got wind of the whole affair. A Senior VP named Lori called him back and apologized, asking if there was anything she could do to get him to stay with their network.
AT&T also released an official statement saying, "This is not the way we want to treat customers."
For updates on the situation, check out Mr. Galante's blog here.