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If you spend any more than a few minutes a day on the Internet, you’ve probably already heard the story of Giorgio G.: Upset with AT&T about his iPhone eligibility dates, he e-mails the company’s CEO. A few days later, he e-mails again for a different (albeit related) matter. Within a few days, AT&T responds… with a threat to send him a formal cease & desist letter unless he stops e-mailing the CEO.
‘Twas the voicemail heard around the blogosphere. Within a few hours, just about every gadget-oriented blog and news network had mentioned it, none of them too happy. Undoubtedly looking to save a bit of face in the situation, AT&T has publicly apologized to Giorgio.
AT&T’s official statement on the matter:
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.
What say you, oh fair reader? A proper move given that the action was that of a single employee, or too little too late?
Update: Giorgio has confirmed that a Senior VP at AT&T just called, took full responsibility for the mistake, and “sincerely apologized”. After (unsuccessfully) working to squeeze some details on the iPhone 4 out of the caller, Giorgio accepted the apology — but he’s still dropping AT&T for Sprint and the EVO 4G. (Hey Sprint, this is where you send Giorgio a free handset.)