T-Mobile CEO Legere takes advantage of AT&T's poor customer service to troll his favorite target

T-Mobile CEO Legere takes advantage of AT&T's poor customer service to troll his favorite target
To T-Mobile CEO John Legere, AT&T's Chairman and CEO Randall Stephenson, is the epitome of what's wrong with the mobile industry. The always polished Stephenson might be considered the anti-Legere. Over the last few years, AT&T has been Legere's favorite target, and a recent incident involving a long-time AT&T subscriber won't make the T-Mobile executive feel any differently.

According to the L.A. Times, 35-year old Alfred Valrie received a letter from an AT&T lawyer. What did Valrie do to deserve such attention? He merely sent an email to Randall Stephenson with two suggestions on how to improve customer satisfaction. In the email, he suggested that AT&T offer unlimited data for DSL users, and 1,000 text messages for $10 a month.

AT&T CEO Stephenson, upon receiving the email, referred it to AT&T's legal department, which is where the company went wrong. Thomas A. Restaino, chief intellectual property counsel, was given the task of sending out the letter received by Valrie. Of course, the lawyer thanked Valrie for being an AT&T customer (we probably should have told you right off the bat that he not only uses AT&T's wireless service, he also pays for AT&T's home phone, internet and satellite services), but quickly changed the tone of the missive.

"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," the letter said. "Therefore, we respectfully decline to consider your suggestion." Company spokesman Georgia Taylor explained the reason for AT&T'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. That's why our responses have been a bit formal and legalistic. It's so we can protect ourselves."

To T-Mobile's Legere, a situation where a long-time customer from another carrier gets spanked is like blood in the water for a shark. A master of public relations, marketing, and yes, customer service, Legere saw a giant opportunity to do what he does best. So T-Mobile issued a press release to announce that it was accepting ideas from AT&T customers at the email address IdeasforRandall@t-mobile.com. Or, ideas can be tweeted to #IdeasforRandall. According to the release, T-Mobile will keep all of the great ideas, and send Stephenson and his lawyers all of the suggestions that T-Mobile has already fixed.


Will AT&T respond and risk escalating the situation, or will it hope that this all just goes away?

source: LATimes, T-Mobile

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50 Comments

1. youlookfoolish

Posts: 191; Member since: Dec 14, 2012

Clickbait trash. AT&T still has twice the coverage and twice the customer base than T-Mobile. Enjoy your sad pink propaganda life Alan, but got back to trolling Sprint.

30. bestmvno

Posts: 251; Member since: Mar 07, 2014

Not so. Have you looked at a T-Mobile coverage map lately? Have you looked at one with band 12 live? T-Mobile is the carrier that for the past few quarters has been number 1 or 2 in subscriber additions. They are now the 3rd largest carrier in the country. I don't think you can get that kind of continued growth if your network stinks, particularly in today's limited contract world with carriers willing to pay off your phone and any ETF you may have to switch to them.

36. true1984

Posts: 859; Member since: May 23, 2012

i have t-moble in east maryland and i can tell you their coverage is non-existent, dispite what their coverage map says

41. bestmvno

Posts: 251; Member since: Mar 07, 2014

Yes, but are you on a device with band 12 enabled? Has band 12 gone live in your area? I'm fortunate enough to be in an area where T-Mobile works well without band 12 as my phone does not support it.

50. tatail

Posts: 261; Member since: Jan 08, 2010

So I went ahead and u that email to send an e to T-Mobile and today I got a call from them. I don't think AT&T or any other carrier offers a kind of service. I am to th they will send out engineers to come at my house and check if the can do anything. How about that?

2. Alan01

Posts: 561; Member since: Mar 21, 2012

As a matter of fact, I am not a T-Mobile customer. And sure, AT&T is the second largest carrier. No fight there. It doesn't take away the fact that this happened. Regards, Alan F.

17. Bernoulli

Posts: 4358; Member since: Sep 01, 2012

I'd have never guessed, let me guess you also don't own an iPhone?

26. youlookfoolish

Posts: 191; Member since: Dec 14, 2012

I have significant doubts Alan. The vast majority of your post are slanted towards T-Mobile. They aren't written with any neutrality. You have also posted internal T-Mobile memos although I can imagine they are submitted by other site visitors. It comes down to you not reporting news but instead creating perception. Post an article not wholly positive about T-Mobile. They're out there as other comments on this message board point out. T-Mobile was absolutely raked by Root Metrics last quarter not winning a single region. But you would post something rosy about T-Mobile's growth instead of telling the facts as is. That's my point and frustration. Why post this article otherwise? Every carrier has complaints and angry customers you know?

45. greyarea

Posts: 267; Member since: Aug 14, 2015

I'm not sure why your suprised about this. As I already pointed out a couple times, tmobile has been the most aggressive consumer friendly carrier for some time. Verizon, despite their size and assets and growth has been on the offensive of consumers from pretty early on despite how good or bad their coverage is. Putting all that aside, why wouldn't we hear about this? It happened in a pubic space and it's about the attics of cellphone carrier managment posted on cellphone centric site. Is the only problem that alan was the one who reported it? I god I just reread your first comment, I shouldn't have bothered with all this.

3. discharge unregistered

I have t mobile and leaving for Verizon this month t mobiles customer service sucks so he can use his pink t shirt and use as toilet paper and shove it down hit throat and choke and croak too!!!

4. tacarat

Posts: 850; Member since: Apr 22, 2013

Obviously you didn't press 8 for John Legere to personally answer your call.

6. Derekjeter

Posts: 1437; Member since: Oct 27, 2011

Why T-Mo people lie to themselves about having great service, i will never understand. Wireless service is like anything else in life you get what you pay for.

8. discharge unregistered

I have t mobile and it sucks that is why I'm going over to the real carrier the big red

13. Arch_Fiend

Posts: 3934; Member since: Oct 03, 2015

VZW Sucks To LOL.

33. discharge unregistered

So does your carrier also every carrier has their good and bad spots and we all know that but in so Cali VZW works great maybe not in the sticks where you live??

43. Arch_Fiend

Posts: 3934; Member since: Oct 03, 2015

Nah VZW Works Great Where I Live But We Switched From Them Because Their Family Plans Were To High Now We At&t.

46. discharge unregistered

Why say VZW sucks if you admit they're good in your area?? There Arch_fiend?? AT&T?? They are the expensive one there here

49. Arch_Fiend

Posts: 3934; Member since: Oct 03, 2015

Nah VZW Charges $45 For Their 3gb Data Plan, Plus An Extra $40 For Each Smartphone You Have. In My Case That Would Be 3 Smartphones Making The Total Price Not Including Tax Or Smartphone Monthly Installment Fees Would Be $165. But On At&t The 3gb Data Plan Is 125$ Without Tax Or Installment Fees. And Even With Tax And installment Fess My Family's Bill Is 151$ Way Cheaper Than What We Would Have With VZW. And Honestly VZW And At&t Don't Differ When It Comes To Coverage And Data Speeds Where I Live.

44. greyarea

Posts: 267; Member since: Aug 14, 2015

'So does your carrier. Also every carrier....' Makes that much easier to read. I like that arch_fiend doesn't even need to mention what service he has but your sure his also sucks. When people say verizon sucks you shouldn't be so naive to think they're only talking about wireless service. But if all verizon needs is decent service for you to become a fanboy that would explain a lot of other people here overlooking there unfriendly consumer record.

39. JunitoNH

Posts: 1946; Member since: Feb 15, 2012

They are overpriced yes, sux, no. Every carrier has strength and weakness, but overall Verizon is the most consistent, and provides the best voice quality. Moreover, if you leave Verizon, eventually you come right back.

42. Arch_Fiend

Posts: 3934; Member since: Oct 03, 2015

My Family Left VZW And Never Went Back.

16. NexusKoolaid

Posts: 493; Member since: Oct 24, 2011

... you get what you pay "too much" for. There, I fixed it for you.

21. Bernoulli

Posts: 4358; Member since: Sep 01, 2012

You don't like anything that doesn't support big corporations, if t mobile works, or should I say, if 53 million of you Americans choose t mobile over Verizon then that's their entire choice alone. Sure Verizon might work better for you guys however the fact that 53 million Americans choose to be with t mobile then it's obviously working for them, especially costwise.

23. greyarea

Posts: 267; Member since: Aug 14, 2015

Tmobiles never been a problem for me in several major cities. I'm aware they don't have the same coverage as the big 2 but I'm not a truck driver, I don't need the whole country to be covered. Some people don't have the choice so they have to go verizon. Not sure why anyones proud of it though. Comcast has fine service and they're all over the country but most people are at least aware how terrible they are while they're stuck using them. Tmobiles almost always been the lesser of the wireless telecom evils while verizon the opposite but people show it all this love anyway.

28. bestmvno

Posts: 251; Member since: Mar 07, 2014

Because some of us do enjoy good coverage and speeds. T-Mobile's coverage will soon be very close to ATT and Verizon's. Unfortunately for most to enjoy that, they will have to invest in new phones that support VoLTE and LTE band 12 (700 mhz). T-Mobiles coverage should get even better down the road if they also land some 600 mhz spectrum. Take a look at their coverage map now though for LTE band 12.

5. BobbyBuster

Posts: 854; Member since: Jan 13, 2015

What a troll!!!

7. discharge unregistered

Your the troll douche nozzle

31. xq10xa

Posts: 799; Member since: Dec 07, 2010

You're.

15. Bm888

Posts: 517; Member since: Jul 06, 2015

What a sarcasm from the troll himself

18. Bernoulli

Posts: 4358; Member since: Sep 01, 2012

Irony at its finest.

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