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AT&T Sorry for Threatening User with Legal Action

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.

"I just spoke with Lori (she’s a Sr. VP) – she sincerely apologized for what happened and offered to do anything she could to keep me as a customer (it’s amazing that even at her level, she doesn’t know anything about the iPhone 4G (or she’s under an NDA - who knows)) She spent the time to understand my gripes with the eligibility date, plan changes, etc.   

AT&T also released an official statement saying, "This is not the way we want to treat customers."

"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."

For updates on the situation, check out Mr. Galante's blog here.