Readers React: AT&T to customer: Sorry
To the editor: At AT&T, our top priority is to treat our customers to a premium experience every time they interact with us, and our consistent award-winning service demonstrates we usually get it right. (“AT&T doesn’t want your ideas,” Column, Oct. 13)
Unfortunately, we don’t meet our high standards 100% of the time.
A prime example was how we fumbled a response to our customer Alfred Valrie, who sent me a suggestion for improving service — an error that The Times recently spotlighted.
We blew it, plain and simple, and it’s something I’ve already corrected.
Randall Stephenson, Dallas
The writer is the chairman and CEO of AT&T.
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