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

29. Jeradiah3

Posts: 1149; Member since: Feb 11, 2010

Every carrier has it issues. The fact that Tmobile is trying, yet again, to slander AT&T is embarrassing. Worry about the important things like improving your network instead of criticizing others. You dont see the other carriers acting like this which makes him look like a baby crying for his food when no one cares to give it to him lol

27. sissy246

Posts: 7129; Member since: Mar 04, 2015

I can't blame AT&T for sending out that letter from the attorney. Just covering their butts. There are a lot of people out there now days trying to make a easy buck and sue happy. I have had AT&T since 1998 I believe and have had very little ghat I have had to complain about. What I have complained about they have fixed. A few months ago my husband got the s6 and we got the tablet free with it. Well the girl didn't tell me there was a activation fee for the tablet. When I got my bill and saw it on my bill I called and told them the sales girl never told me they took it right off. Didn't question me at all.

25. shinywindow unregistered

Iphone arena's articles just keep getting more stupid by the day. Why can't they hire real tech journalists? Guess they can only get the scraps?

24. Pattyface

Posts: 1658; Member since: Aug 20, 2014

Again this this guy needs to spend less time trolling and more time improving their Swiss cheese coverage.

35. discharge unregistered

Swiss cheese that's a good one!! And hid gay looking pink t shirt, I would not even use for toilet paper ... Don't squeeze the charmin

38. Bernoulli

Posts: 4364; Member since: Sep 01, 2012

.... that gay comment was unnecessary.

47. discharge unregistered

I don't hate gays its him legere!! It's the USA freedom of speech and opinions get over it!! I have my right on LGBT and my opinions on them that's my right as well as yours!!

48. Bernoulli

Posts: 4364; Member since: Sep 01, 2012

You obviously don't know that it's still not okay to undermine people because of their beliefs, I'll be reporting you, so please don't be like this in the future, we're all equal, regardless of beliefs, I hate people like you.

22. snowgator

Posts: 3630; Member since: Jan 19, 2011

Okay, can we please be honest here? I will put a six-pack of your choice that says there are stories like this about every carrier from every corner of our Great Nation. Do not think it will be very hard to find a dozen or so bad T-Mobile experiences from PA readers alone. I have had AT&T since my first cell phone, and my list of customer service complaints is large and deep. I have had tons of stressful days on phone calls with them and situations it has taken weeks to resolve. I have sworn them off so many times it is amusing. But AT&T has gotten better. They are resolving issues faster, and have made strides to improve the customer service that has been their weakness for so long that they don't get credit for improvements. Throw in the best selection of devices to chose from and a network that rarely drops off in even the most remote areas of the Country I have driven to, and I end up staying. I even have their U-Verse TV and internet services. They are a huge company, and when I say they have improved customer service, I mean they are only fair. But their advantages still out number their weaknesses, and I cannot say that about T-Mobile, which barely has service in my city of 30,000 in central IL.

20. Goldeneye

Posts: 419; Member since: Jan 22, 2011

I don't have T-Mobile but I really like this guy. His company has pushed the industry where it is right now. Credit where is due.

14. fergie130

Posts: 18; Member since: Sep 12, 2013

Love t-mobile no issues no lies just down right great service so F'k the rest.

19. Bernoulli

Posts: 4364; Member since: Sep 01, 2012

You must never go out of a metropolitan area. I live in Texas and outside of big cities t mobile is garbage. At times I can't even get roaming.

32. xq10xa

Posts: 816; Member since: Dec 07, 2010

Damn I am really thinking of switching to T-Mobile from Att too. I like my service though.

34. discharge unregistered

AT&T sucks here

37. Bernoulli

Posts: 4364; Member since: Sep 01, 2012

It all depends where you live, and the coverage map is a lot more reliable than before, take a look bro don't take my word as final. I surely enjoy saving 180$ a month versus a similar plan with att

40. JunitoNH

Posts: 1946; Member since: Feb 15, 2012

Don't do it!!!! If you want cheaper service just switch to Cricket Wireless.

10. bugsbunny00

Posts: 2267; Member since: Jun 07, 2013

all carriers sucks..sprint is more worse.

11. discharge unregistered

Never had sprint but ya I heard they suck true true but they all want your wallet every month for damn sure but nothing we can do if we need cellular service

9. Commentator

Posts: 3723; Member since: Aug 16, 2011

Sure, not the best way to respond, but this is totally overblown. This got an article in the LA Times? With the Dodgers in the playoffs?

12. discharge unregistered

Go dodgers!!!!!

5. BobbyBuster

Posts: 854; Member since: Jan 13, 2015

What a troll!!!

7. discharge unregistered

Your the troll douche nozzle

31. xq10xa

Posts: 816; 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: 4364; Member since: Sep 01, 2012

Irony at its finest.

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: 854; Member since: Apr 22, 2013

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

6. Derekjeter

Posts: 1581; 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: 3951; Member since: Oct 03, 2015

VZW Sucks To LOL.

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