So yesterday I was having that problem getting an iphone. Guess what? Shooting an email off to the CEO was the right way to do things. Turns out, the CEO of AT&T, Randall Stephenson, actually does care about his rank and file customers. Within an hour I had received a call from someone in his offices who wanted to work something out.

As I mentioned, it wasn’t about the 150$ difference at that point – it was about showing concern and a willingness to work with your customer. She sure as hell did – I have 3 free credit months of service, which is actually a sizeable amount more than the cost of the iphone itself. I’m pretty pleased with that, and actually offered to just take 1 or 2 months, as that was closer to the 150$ cost, but she would have none of it.

Just goes to show you, when you are not satisfied, sometimes if you take a few extra steps and talk to the executors, you can get what you want done. I will say that AT&T customer service has a huge disjoint between their stores and their online system. Even while I was in the store the online system did not know what was going on and actually treated their store employees like crap, as if they didn’t have a clue what they were doing despite the fact the customer was right in front of them. Not a good sign.

But once again, I want to say Bravo to the executive offices of AT&T. You reached out to the little guy, and I am definitely pleased. You’ve managed to keep one customer that was on the verge of stepping out.