"Sprint waited until there were lawsuits to start removing Carrier IQ from their network, where previously they had been defending their use of the mobile intelligence service. This could possibly even be seen as an admission of guilt, as them removing the software in an attempt to make amends for what they have been caught doing."
While I am sure that Hesse is a good person, there is no evidence that "empathy for customers" was behind this decision.
You are reading the news, I am trying to read between the lines. My assumption is that the in house council is saying the same thing the reporters are, and that the CEO is saying, "fuckit, let's do what is best for customers".
I could be completely wrong, but given that Sprint unfucked their customer service during Hesse's tenure, I speculate that he is actually a decent guy. I am obviously massively over extrapolating my own personal experience.
Having written this comment, I now realize how ridiculous my initial comment was. I based an opinion on the integrity of a company and its chief executive only on a CSR experience. You are absolutely right, I have no real basis for my opinion. --Though I did just buy some sprint stock... sometimes you have to go with your gut :)
If you are really reading between the lines, realize that he is not doing what is best for customers, but what is best for his business. In this case he is serving both, but his motivations lie with the latter.
Carrier IQ is getting a bad rap, so removing it shines a positive light on Sprint. However, if it was installed on their phones they have obviously known about it (and its nature) for some time. Why did they wait until now to remove it?
"Sprint waited until there were lawsuits to start removing Carrier IQ from their network, where previously they had been defending their use of the mobile intelligence service. This could possibly even be seen as an admission of guilt, as them removing the software in an attempt to make amends for what they have been caught doing."
While I am sure that Hesse is a good person, there is no evidence that "empathy for customers" was behind this decision.