Mike was having trouble getting Verizon to actually show up and install his FiOS. He wasted two Saturdays and a Sunday waiting and fruitlessly calling Verizon customer service. But after a nice e-mail to the CEO, Mike says his FiOS was installed immediately.
In a concise but detailed e-mail, Mike wrote CEO Ivan Seidenberg (email@example.com) and copied Consumerist, his local Better Business Bureau and the FCC.
The next morning, he received a call from Verizon Executive Customer Service, who had competent technicians at his home within 24 hours.
And though he was glad to have the problem resolved, Mike still wanted some resolution on all the time and energy spent trying to get some help:
After the first bill was generated, I again contacted executive customer service and voila, they adjusted my bill and gave me most of what I had originally wanted: 1 month worth of charges deducted from my bill (although I believe I’m still paying the taxes and fees on that service).
The moral of the story? EECBs work, even if it only gets through to one person. And executive customer service does get the job done once you get through to them.
Isn’t it nice to hear a happy ending on occasion?