(Getty)
Here’s a classic tactic for rattling the corporate monkey tree to make sure your complaint gets shoved under the nose of someone with decision-making powers. Let’s call it the “EECB,” or Executive Email Carpet Bomb…
1. Exhaust normal channels
Have you called customer service? Asked for a supervisor? Hung up and tried again? Give regular customer service a chance to fix the problem before you go nuclear.
2. Write a really good complaint letter.
Be clear, concise, polite, and professional. State exactly what you want. See this post for complaint letter writing tips. Pitch your issue in a way that affects their bottom line. Spellcheck and include contact information.
3. Determine the corporate email address format.
Look through their website or Google for press releases. Examine the PR flack’s email address. What’s the format? Is it firstname.lastname@company.com? FirstletteroffirstnameLastname@companyname.com? Figure it out and write it down.
4. Compile a list of the company’s top executives
This is often available on the company website, under sections like “corporate officers” or “corporate governance.” You can also look the company up on Google Finance and look under management, although this list tends to only be partial.
5. Combine the names from step 4 with the format from step 3 to create an email list
6. Send your complaint to the list from step 5.
7. Sit back and wait.
Reader Marc has launched EECBs to great effect. He writes, “In every instance that I’ve put together a big list of email addresses and sent it out, I’ve received some sort of immediate reply and eventual resolution.”
Have you ever launched an EECB? Did you get a direct hit or was it a dud? Let us know in the comments. � BEN POPKEN
(Photo: Getty Images)
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I have absolutely no patience when it comes to bad service. I
learned years ago, when in the travel industry, to “go to the top”. My
most recent success was over a $25 “Finance Charge” that I could not
successfully get refunded by Bank of America’s credit card. After
dealing with the 800# folks I wrote a polite but very firm letter to
the president of BOA. I included copies of bills and a clear and
concise outline of what had gone wrong (entirely their fault). Sure
enough, I got a PHONE CALL, from his executive secretary, a PROFUSE
apology, and a CHECK was in the mail for my $25. When you stop and
think about all the unnoticed or unargued “finance charges” that banks
and credit cards collect, it’s in the millions (per month). Don’t let
them get away with this, it’s your money.
Another way that works great…
A friend of mine was trying to buy a house that was bank owned. His real estate agent told him up front that it was going to be a major pain and that all agents in the are avoided any properties owned by that bank. Seems that bank subcontracted out the management and sale of bank owned properties and the company they subcontracted to was impossible to deal with (taking multiple weeks to respond to offers, and then responding incoherently etc.).
My friend liked the house and had the time (corporate relo so he was being compensated) so he submitted a very reasonable offer. Sure enough, the agent was right and the subcontractor responded as expected.
The bank in question was a public company. My friend bought 100 shares in the company and then called investor relations. He stated that “I’m a stockholder and I’m also trying to do business with you guys. Why are you making it so difficult?”. The next day he was on a conference call with the CEO and a few key execs.
All public companies have an investor relations department. The contact info is usually quite public. Their job is to deal with stockholders. You might need some magic to convince them you’re a stockholder but once that’s done, you’re in — these departments have a direct line to the CEO.
In this case, it helped that he was telling them something that would save them buckets of money (they were sitting on lots of inventory and were getting the runaround as to why it wasn’t moving).
The “Step 1″, “Step 2″, “Step 3″ part is written very badly.. nowhere does it say “Step 1″, “Step 2″, or “Step 3″ before that point..
Just wanted to say thanks — EECB worked wonders with Circuit City! I purchased a Thanksgiving day bundle (laptop, printer, router). Only the laptop arrived.
Spent 50 minutes on the phone with the CC “escalation team”. They claimed it was a limited quantity promotion. Nothing they could do, etc. Funny how the rep who took the order over the toll-free line hadn’t mentioned that…
Filed a BBB complaint. Disputed the charge with my MasterCard bank. No action.
Then I stumbled on your EECB article. Had a response within 48 hours of sending the email. After a few questions and answers I received a credit for the difference.
All’s well. Thanks again
I’ve been a on-and-off Consumerist reader for a long time, but I’d not registered until just today to post this particular question:
How does one EECB (or postal-equivalent) when the company that is trying to rip you off does everything it can to be incognito? The company is TVMax, a privately-owned cable-television firm that has a horrid reputation, and with which I was forced to do business due to an exclusive contract with an apartment complex.
In short, they’re trying to rip me off for almost $500 for equipment they picked up and said they didn’t. Their story is that it’s my word against theirs.
The CSR people have refused to transfer me to supervisors “Because we don’t have any supervisors” and because “We’re all supervisors,” and have said over and over that I have no claim/case.
This is all the info I can find on them:
From their website, tvmax.com:
——————————————–
1-866-TIME-4TV (1-866-846-3488)
10300 Westoffice Dr., Suite 200
Houston, TX 77042-5329
From a WhoIs Lookup:
——————————-
TVMAX Holdings, Inc.
Mikell, Ted
ted.mikell@tvmax.com
1111 West Mockingbird Lane, Suite 1000
Dallas, TX 75247
214-634-3800
Fax: 214-634-3838
Literally, all I can find after hours of searching every which way I can think of is just this little bit of information. No press releases, no Board of Directors (private company and all), no nothing but lots of bad reviews.
I’m at a loss and really concerned that this is effectively a criminal enterprise existing only to rob a captive audience.
Do y’all have any suggestions on anything I can do besides filing a complaint with the city cable franchise office, the Better Business Bureau, and contacting the “consumer protection” departments of local television news outlets?
@IrishDaze
David J. Curtin is their EVP, and based on the format of the email used for their domain registration, it looks like it would be david.curtin@tvmax.com
I’m about to launch an entire arsenal of carpet bombs to every level of Time Warner Cable. I’m sure this won’t go very well. But I’ll keep ya updated!
Consumer activism is in vogue these days. BusinessWeek just ran a story called “Consumer Vigilantes” about consumers who skip the scripted customer service in Bangalore and instead use the web to put their complaint in front of the people who matter.
@malfean: How did you find that out? I need to know the name of the highest-up name I can find at fastmac.com but I can’t find anything on them beyond their webmaster’s name and their PR flack’s name. I need more names.
I sent a nine page letter with lifetime earning projections for my wife and I and excerpts from the IRS code to H&R Block’s CEO, Board of Directors, President of Customer Service and Clark Howard (Local Consumer Advocate) when an H&R Block manager told me I could not open an IRA and get a deduction when I claimed it on my income taxes. I got a personal phone call from the CEO’s executive assistant 5 days later and they told me they fired the manager. My business went elsewhere.
I’m in the process of writing a formal letter to Ticketmaster. I purchased tickets in the 9th row of the venue and this is what I paid for. However, the email I received was for seats in the 39th row. I have tried using the CSRs several times and they are extremely unhelpful.
I plan on sending my letter to several of the CEOs and Executives at Ticketmaster, as well as the North American CEO for the ticket promoter, Live Nation. I will also try and forward the letter to the band booking agent and possibly the band management. TM said that even if they could give me my real seat that they’d need to contact all these people to make sure it’d go through.
Any advice? A lot of you seem to have good experiences with these, so I’m hoping some of you can pass on some words of wisdom. I used the “Complaint Letter” article as a basis, aswell.
@greg2112: I once offered my services as an IT professional to assist the CSR (who was local, and I knew where the local Time/Warner (formerly Adelphia) Cable office was) who played the “we just took over Company X and we don’t know how to operate their computer system” card. I told them I could be there in about twenty minutes. They suddenly became VERY competent.
@kimberlyb1983: If that doesn’t work, letters to your local elected officials might, especially if lots of your neighbors are in the same boat. Congresscritters love to do things to fill time like hold hearings about how certain monopolistic industries screw customers, and nobody likes to get a personal invitation from a member of Congress to visit Washington.
Hi, My advice is to use this approach with care. I have used it mysef on 2 or 3 cases and it had a great effect. Landrover for example not only resolved the problem I had, but also included a bunch of flowers for my wife as way of apology.
These days though I am more often on the receiving end and I see an increasing number come across my desk where the consumer has not even tried to resolve the issue with customer services. One case last week was mailed to me before even trying to contact the service desk! Our Customer Service team have a great first time call resolution record, so I get irritated when they are not given a chance to help. Always very keen to hear from customers whn we have failed to meet expectations, so my advice again carpet bomb away, but only after trying the common portal first. Crying wolf too often will result in customers who need help being ignored in the white noise.
Walk softly – and carry a big stick. This is that ‘big stick’, there aren’t bigger sticks out there, so lets not waste this on trivial stuff.
We have this remarkable tool called email, there are no security guards at the entrance, no secretaries screening the calls or reading the letters; this is rare, direct access to the head honchos.
As always, follow the steps, then think twice before using EECB. We all appreciate that it shouldn’t get wasted.
I didn’t use email but snailmail, and didn’t know it was named carpet
bombing
There was a serious issue with the Firefox web browser that had been
identified for three YEARS, with hundreds of users requesting a
fix… to no avail.
I sent letters to each of the Board of Directors of Mozilla Corp.
asking their assistance: “Since there is no information regarding bug
escalation, I believe I am taking the only possible route to its
timely resolution. Please pass this problem along to the top-most
architect, that the right minds may indeed fix this problem!”
Very soon thereafter, one of the Board members who is also a High
Priest of Software (my title for his valid credentials in that
community), ramrodded a solution. It was amusing to note his online
comments about “don’t send mail spam again, ever” – I wondered
whether he considered utility bills, love notes from the IRS, and
other bad news as “spam” mail…
At any rate, the problem was resolved in short order.
@RodericaNekromantix:
Just out of curiosity, you did start with [bugzilla.mozilla.org] before contacting the Mozilla Corp Board of Directors, correct?
@Greeper:
& @ anyone else; In my experience, being nice, professional and/or
reasonable typically resolves most issues.
It is likely not the company but someone’s bad day. If you take the time to
help reconcile someone’s problem and not add to it you’re likely only to run
into a serious problem less than 5% of the time.
Being a consumer isn’t about nitpicking those that are working while your
not; I see that it is about selecting the best deal for what your goals for
the product and services are and going with what you know to be the best
pick despite what might seem like the better deal.
Kronah Wood, K.C.M.G.
Remember: Execs can be as vain as we all like to imagine. Try their first name, or nickname. I have worked on the email infrastructure/design teams for three Fortune “50″ companies, and I am always surprised how many of the execs use their first name as their main personal email. Sure, that email will sometimes go through an assistant, but more times than I like to remember – it’s their email.
I did this a few years ago when Apple sold me a 17-inch powerbook without a working wi-fi card. They sent me a replacement card and talked me through (over the phone) opening the computer and installing the card.
Only when I had (following the instructions!) inadvertently destroyed the computer, did the person at the other end of phone realise that my model was the only one that can’t be opened to replace the card! But they insisted that I caused the damage, so no replacement. Bizarre.
Anyway, I went the EECB route and got an email back a day later from someone who said ‘Steve Jobs has asked me to contact you’. I doubt that was true, but it got the job done. They not only replaced the Mac, they also fixed the broken one and accidentally returned it to me. Sadly, they realised their mistake a week later and came back for the fixed one.
So EECB does work but you MUST be polite. If you call them every nasty name under the sun, then forget it.
I spent 15 years in management at two of the largest banks in the country, B of A and Wells Fargo and I can state with certainty that when these things hit the top of the food chain they are acted upon immediately.
The unmitigated terror of executive displeasure in organizations like these is off-the-charts. The execs get these unhappy customer emails (which, by the way, are still exceedingly rare**), they shoot them to their admins with a “get this taken care of” message, and the admins call whichever division manager is appropriate.
And when you run, say, the Credit Card Processing Center and the head of Global Retail Banking gets an email from an upset customer… That would be from your manager’s manager’s manager’s boss… trust me, you move fast. BTW: at both banks, whenever one of these came down from On High, they were always CC’d to your manager as well and they always included a followup commitment. As in: “please email me with the problem resolution status by 2:00pm tomorrow.”
**In those two organizations at least, there are so many layers of insulation between executive management and the customer that it is truly rare for a problem to get that high.
First of all the list is a great compilation and all but one critique would be that some organizations are formed in a way that there are several layers of management you have to go through before you can eve think of speaking with a high level official. Your problem must be really really important for them to even consider…
Rapid NYC – Brooklyn Apartments / Brooklyn Apartments for Rent
I’ve tried going through the “chain of command” so to speak, but that was not getting me any where just longer delays of using my computer. I have had the same issue for over a year and the same extremely poor Techinical Support so called resolutions from Dell, Co. I have called and spoke to what they tell me are supervisors. And had Tech guys come to my place to try to fix the problem even they tell me this is only a bandaid solution. Was sent a refurbished computer of the same type which of course is going to have the same problem and getting the same results-not getting results of finally after the hundredth or so time total I had to restore my laptop to manufacturing condition and calling Tech and getting no help I sent a EECB to every single name on the Executive list of Dell including the Board of Directors with a copy to the so called Tech Support person I have been in contact with with a little message at the end which stated I will be contacting the BBB, the attorney general, every single type of news media and spreading my story to every single blog I can find if my issue does not get resolved to my complete satisfaction and they should take Technical Support lessons from AT&T Wireless Technical Support. Okay I vented I fill only 5% better thanks
I work for a big MNC. In our office, whenever a polite consumer complaint comes in, it get resolved pretty fast.
Whenever the consumer threatens, name drop, try to weasel out a new product out of us than trying to get the problem solved, our managers can be pretty tough.
I guess any good company will try to resolve genuine customer complaints, but also wont let the customer abuse their employees and get away with it.
I had an issue with Microsoft I was on my 4th 360 in less than two years and my 3rd 360 lasted 3 hours before it died. Thanks to the Consumerist I found the email for the SVP Interactive Entertainment, emailed him and within 2 days got a customer service rep callback. Now I have a personal service rep and I dont have to call the 1800 number. I have a secondary hard drive on the way and 2 controllers. Small victory but it feels good!
Used against Microsoft and Best Buy Canada, both successfully. Microsoft sent me a copy of Microsoft Office 2007 from EVERY distribution centre they have to get one to me as fast as possible. Ended up with 7 copies total.
Best Buy upgraded the GPS unit I had bought for my dad (sold with out of date maps on it) to one of approximately twice the value.
DO NOT OVER USE / ABUSE THIS METHOD.
follow the normal steps of CS !!!!!!!!!!!
…then when your helio doesn’t work as advertised and the ceo doesnt listen, emailing his wife (the book author) does work.
I’ve never done this for consumer products or services, but I’ve seen it work from the inside where I used to work. If you’re able to figure out the email addresses of those at the top and send them your message, you have a good chance of getting what you want. These executives typically forward your message to their minions with “take care of this ASAP”. And the minions who just got a directive for the head honcho will bend over backwards to make you, and therefore their bosses happy.
A couple of things could go wrong though. If the minion you are delegated to gets these alot, he might delegate back to customer service, or if your case is shaky he might maintain what customer service told you as “policy”. I’ve also had bigger companies respond with a heartfelt apology form letter- and thats it. Of course, the worst case is if the company doesn’t have a clear naming scheme for emails, or if they do something different for the top execs. For example where I worked everyone’s email was firstinitiallastname@company.com, but the president was firstinitialmiddleinitiallastname1@company.com. Most of the employees didn’t know how to email him!
I had a terrible experience with Verizon DSL — my internet was out for 2 weeks and I work from my home office — and no one in their support chain could help me out (hours and hours were spent on the phone). One women even told me “yeah, unfortunately we outsource that part of support and they don’t know what they’re doing”.
I emailed the COO and got a call back from an assistant within 20 minutes of sending the email. Internet was up and running by the next day.
I went right to the top when a Major Credit Card Company kept offering my late Mother credit cards. Polite requests by snailmail and phone had failed so I sent out an EECB backed up with a web page that asked them to “stop offering cards to dead people”: it got a very high rating in Google and the problem stopped..
but will this work with AT&T?
I was promised 1.7 Mbps downloads from the AT&T 3G wireless modem. I told them ahead of time I was always on the road, and how would that affect my coverage. they assured me speeds above dial up and near DSL or above.
from texas to Missouri I haven’t seen a 3G network signal but once and it kept disconnecting.
I am in Warsaw MO right now and only get 218 Kbps down.
I was at a AT&T wifi hotspot last night and it took 3 hours to download one episode of Monk, thats 512 MB.
I play WOW and can’t stay connected long enough to enjoy the game.
it sometimes shows 4 bars but drops to 2 bars as soon as i connect.
just like my 2g iPhone, 5 bars but when I hit send it drops to no bars, I mean like WTF? UK is 512000 KBPS, i thought we were the top producers.
I was with Nextel for 7 years and had 3 phone account. got tired of the no bars in my neighborhood, and ask for a solution, 10 different upgrades in 7 years and still the same BS, when I switch to at&t it fix it, but now I am on road again. Nextel wants me to pay a grand for contract termination. wait they don’t fulfill their contract, I terminate and they charge me. WTF?
It has definitely become tiresome hearing customer service agents respond in a, “so whaddya want me to do” tone of voice. That’s their job, yet they are either not empowered to do it or hate their job. Either way, one does have to be persistent and vigilant. I know, it takes time but I think it’s worth it…if no satisfaction is gained, usually there is a competitor that would love to gain your business. Don’t forget to let them know that. Unfortunately, the cable industry is a monopoly and has to be broken up.
This October I launched an EECB at Circuit City after patiently exhausting all the regular channels, and despite the fact that I did this only weeks before they filed for bankruptcy, I was contacted the next day by the CC president’s assistant, Scott Harris, who did clear up, in a matter of weeks, what had taken me two months, unsuccessfully, up to that point–the replacement of my non-working laptop which was still under CC warranty.
I followed the tips from this article and used the sample letter as a model, though personalized it so that it didn’t seem like a form letter. About half the emails bounced back but half made it through (I sent 11 in total), and that was enough to see results. I used the *scott.harris* form of email addy–all with an underscore bounced back–and compiled my e-list by looking under the “corporate governance” page on the CC website as well as a CC complaints article on the Consumerist.
It still took a bit of wrangling with Scott Harris to see my laptop issue to a satisfacory conclusion, but I encourage people to try this method if you’ve exhausted all the regular channels and have gotten nowhere speaking to store managers and supervisors. It worked for me, even with a corporation on the verge of bankruptcy, and was well worth the time and effort it took to launch an EECB.
Thank you Consumerist for providing such great information! I don’t think I would have gotten my problem resolved without my EECB, especially as the particular CC store in NYC where I was having all my troubles announced it was closing, just as my issue was cleared up.
I attempted one with a jewlrey chain. They were good about hiding addresses but I also found their legal department address (the issue was unethical too). I received a call within 24 hours. Then nothing. Another call from corporate a week later seeming to be concerned and asking if the DM had followed up. Still haven’t heard anything. I got my money back but I don’t think it concerned the corporate machine.
I am now going through the same situation with Best Buy as the woman who ” Bought a back up plan, failed to back up data, replaced the hard drive”. I have almost exhausted all normal channels. I am being informed that now they have a new policy “one for one”. When they take out your old hard drive they immediately “drill it” and replace it with a new one. I have requested customer service to please make an effort to insure that there is absolutely no way of retrieving my hard drive. I have pretty much been told by all channels that my data is gone! I can never get it back. The only relief I have been offered, “We can refund you your money for the back up”.
I am considering sending an email similar to this. It is regarding a claim with Best Buy for flooding my house and not paying to replace my ruined floors. I have Best Buy, the adjustment company and Best Buy’s insurance company to deal with. Where is the best place to address this issue? The insurance company?
When I transferred from Verizon to T-Mobile, they hit me with a $175 Early Termination Fee despite there only being 3 days left on my contract. The first rep I talked to said he would reverse the fee, then said someone would call me to confirm. I asked why this was necessary, and he dodged the question. I never received a call, and the fee remained on my bill.
I called again, and the second rep said he didn’t know what the first rep was talking about, I had to pay the fee. I asked to speak with his manager, and put me on hold and disconnected me.
I called a third time and asked for a manager immediately, and was told that none were available but one could call me back within 24 hours. They never did. So I took a page from the Consumerist guide and sent an EECB to everyone from the CEO down. Most of the higher level ones bounced back, but at least a few hit their targets.
Early the next morning, I received an email from the head of the Verizon Customer Care division in Elgin, asking me for a number where I could be reached. By the afternoon, she had emailed me again trying to get in touch. I sent her my number and received a call within the hour, in which she apologized for my unpleasant customer service experience and waived the ETF on my account.
A variation that worked for us. We were having trouble getting a mortgage because there was an old, inaccurate collection item on our credit report from a local department. store. We wrote the president of the dept. store about out problem and copied 100 of our local friends & family on the letter. Someone got back to us right away and it got resolved.
I had issues with Dell with my 5150, and my XPS M1710…first time after 4 motherboards in 2 years..what worked for me was contacting my state attorney generals office (wrote to them via email) and two days later got a call from Dell Corporate who refunded the full price of my 5150 (4 years old at the time) and we applied that towards an XPS laptop. Not again.EVER.
The XPS has overheating issues (to the temp of 170F)..they took it back gave me a refurb and it still does it.
Dells desktops are pretty good but their laptops and portables(as they call my xps) suck
I got a direct hit last month with UPS. I had a time sensitive package that, oopsie poopsie, UPS didn’t actually put out for delivery and said they would not deliver until after the event the package was needed for. After being told by customer service that there was nothing they could do, that the hub where the package was was open until 9:30 pm when it closed at 6:00 pm (I discovered this after driving 20 miles to the location), that I should “throw rocks” at the gate and fence of the hub to try and get someone’s attention, and that UPS would call me if they could maybe get a hold of someone at the facility.
I was completely frazzled. I came here and follow the steps in this article and launched my EECB. Got a call from corporate customer service early the next morning. A facility supervisor was rousted to deliver the package. Package received that morning. Received calls of apology from the corporate customer service, a hub facility manager, a call center manager from where I got the wrong info on the hours of the hub, and a call center manager from the call center where the rep told me to throw rocks (and who may also have hung up on me as my call was dropped when I wanted a supervisor.)
need EECB e-mail for Comcast-
Having terrible problem with them
I e-mailed Home Depot about an experience I had at a local store. Sent the e-mail at 10:00 p.m. Asked for free home delivery of a drill press to replace one that was defective. Next morning I received a phone call from the brand manager at the Atlanta HQ. He apologized and sent me a free drill press (not just free delivery).
If you want action from Sony, email Howard Stringer here: StringerOfficeNY@sonyusa.com. You will get an answer from his executive secretary and she will motivate people to do whatever is necessary.
I have on two occasions written to top executives about grieveances I have had with their companies. In both instances I received a phone call within two minutes of sending the emails. Both resolved my grievances to my satisfaction immediately. I highly recommend contacting the “bigwigs” as they don’t like to receive these type of emails. And thanks to consumerist.com it makes it very easy to find those in the upper echelon of the business to contact.
I followed the methods in this article today with Delta Airlines, pursuing a refund for an international flight for June 8. After months (months!) of getting nowhere with telephone customer service, i emailed every executive officer I could google this morning with a polite explanation of my predicament, and asked for my refund. Most of the emails I sent bounced back immediately.
I didn’t think I’d ever get a good response, but given that I had about 24 hours to either get the refund or take a cancellation penalty, I tried it out. Anyway, the CEO’s office (really.. the CEO!) called my cell within one hour of sending these emails. I received an apology for my troubles with customer service, and a FULL refund, which was processed within a couple of hours of the phone call.
Thanks for the advice, consumerist!
My daughter’s cell phone got stolen and international calls totalling $7,320.00 got charged on my Verizon account in 20 days before we looked online at our statement. After getting no where with customer service and the fraud department of Verizon, I found this website and did the EECB to the Verizon executives and used many of the names and phone numbers, etc. listed in your website. I was contacted by several executives fairly quickly and they credited the entire amount! I am so glad I found this site.
Discover wanted to hold me liable to fraudulent charges on my card, despite the fact that my passport showed I was out of the country and that the signature looked nothing like mine. I wrote both their executives and their public accounting company, pointing out the Sarbanes-Oxley violations inherent in having such poor internal controls. They caved, but I shouldn’t have had to waste my time on them.
DirectTV – CANNOT even get a letter to the president.
They must have so many complaints that they have hired an office to take complaints.
I called customer service – numerous times, called numerous times and talked to a manager – while each representative was nice, they could not help me.
The last representative finally told me to write to the office of the president. I did, and received this “letter” back from them that could not have been from a real person – a real person could not have written something so stupid.
I called back and spoke to another manager, and was informed that the president of DirectTV does not even see any complaints – even letters written directly to him!
Of course, even though I like DirectTV, I will have no choice but to change carriers once my contract is up.
I contacted the CEO of Virgin Atlantic over a $500 charge for canceling an upper class flight in December. It was due to illness and the doctor wrote a letter saying I couldn’t fly. They said unless I was hospitalized they couldn’t help me. They sent a nice email but they still kept $500 of my money which under the circumstances was appalling. I won’t fly Virgin again unless it’s free or I have no other choice.
Another disgraceful issue was with American Signature Furniture and Uniters which is a fabric protection insurance. In that case I should have gone to the small claims court.