AT&T threatens cease-and-desist

[EldoInTheWeeds]

I'd like to see the actual emails that were sent. Until those are published, we are not getting the whole story.

 

[mcdj]

A cease and desist is just a threat. So they threatened to threat. Ballsy move.

 

[Chupa Chupa]

Why on Earth do people feel the need to email CEOs with their individual issues?

It's never once occurred to me to email the CEO of McDonalds if I get cold fries or think their McNuggets are a bit pricey.

Because savvy people know that large companies have two "customer service" teams. There is the normal one that does it's best to shoo you off, and then there is the "executive team," that usually (not in this case, obviously) actually tries to help customers when they can. If you'd rather not be a number and you aren't getting anywhere in the regular CS channel the CEO's office is the place to go.

 

[pondie84]

Because savvy people know that large companies have two "customer service" teams. There is the normal one that does it's best to shoo you off, and then there is the "executive team," that usually (not in this case, obviously) actually tries to help customers when they can. If you'd rather not be a number and you aren't getting anywhere in the regular CS channel the CEO's office is the place to go.

Wouldn't most CEOs just get their assistant to forward the complaint to the complaints department?

 

[rtkane]

Apparently it was all just a big mistake and AT&T has apologized.

http://www.engadget.com/2010/06/03/atandt-apologizes-to-customer-warned-off-emailing-the-ceo-this-i?icid=sphere_blogsmith_inpage_engadget