BELLEVUE, Wash.--(BUSINESS WIRE)--This morning, the LA Times covered the story of Alfred Valrie, a loyal, lifelong AT&T customer who reached out to AT&T CEO Randall Stephenson with two simple ideas on improving AT&T service. The carrier’s response? A letter from their lawyers with a warning.
"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…. Therefore, we respectfully decline to consider your suggestion."
Yes, that really happened.
AT&T obviously does not like to hear from its customers, but the Un-Carrier does so we’re stepping into the void. AT&T customers, or ANY wireless customers, can always tweet @JohnLegere or email him directly at John.Legere@T-Mobile.com with ideas and thoughts to keep improving the wireless industry. That will never change!
However, we are all about making things easier for consumers and are adding another option. Starting today, AT&T customers can also send comments, concerns and genius ideas to IdeasforRandall@t-mobile.com or even better use #IdeasforRandall on Twitter and send @JohnLegere your ideas with the hashtag! T-Mobile will keep the best ones and send Randall – and his lawyers – all the ideas we’ve already fixed.
“The entire Un-carrier revolution began by listening to customers. It’s where we get our best ideas, and I want everyone to keep sending them my way at John.Legere@T-Mobile.com,” said John Legere, president and CEO of T-Mobile. “It absolutely amazes me that Randall would tell a lifelong customer to basically go away and talk to my lawyers. I interact with customers on a daily basis so I can hear their ideas firsthand. It’s called living in the 21st century.”
T-Mobile’s Un-carrier moves – ridding customers of annual service contracts, early termination fees and international data roaming charges while adding carryover data, frequent device upgrades, free music streaming and more – have forced the industry to follow its lead. T-Mobile has shown that it can, with the help of customer input and dialogue, transform an entire industry on behalf of all wireless customers.
About T-Mobile US, Inc.:
As America's Un-carrier, T-Mobile US, Inc. (NYSE: TMUS) is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The Company's advanced nationwide 4G LTE network delivers outstanding wireless experiences for customers who are unwilling to compromise on quality and value. Based in Bellevue, Washington, T-Mobile US provides services through its subsidiaries and operates its flagship brands, T-Mobile and MetroPCS. It currently serves approximately 59 million wireless customers and provides products and services through approximately 70,000 total points of distribution. For more information, please visit http://www.t-mobile.com.