First, here's the backstory from Chris:

I wanted to cancel my [T-Mobile] account and return to ATT and I also wanted to get a sim unlock code for my previous T-Mobile Phone. I found a plan on ATT that would satisfy my cellular needs and I wanted to continue to use the little flip phone that I purchased with my T-Mobile account.

I called T-Mobile's customer support about 4 months ago and spoke with a very nice gentleman and he assisted me in SIM unlocking my phone and apparently canceling my account. Since I was on a Flex Pay account I was told that I was not under a "contract" like most phones but if I didn't pay my bill I would not receive a bill for the next month, kinda like a Go phone right? Wrong...

So I checked my checking account a few months back and sure enough T-Mobile continued to debit my account with a total of $51.14 each month for a total of two months. I immediately called the T-Mobile Customer Service number and expressed concern with my findings. I was told by another Customer Service Representative that under no circumstances would they ever cancel any account and not charge a early termination fee.

I was flabbergasted to say the least. I work for a very large consumer electronics company that will stay unnamed, and we pride our selves on customer service. I basically was told "you cannot speak to my supervisor because she is going to tell you the same thing I just told you." After about 45 minutes of getting a run around I politely ended the conversation and told the gentleman that I would contact an Executive for T-Mobile and I would get things straightened out myself.

Well here comes the good stuff! I immediately went to your website and searched for T-Mobile executives' emails or phone numbers. I found a great email listing for Executive Response.

Chris sent a detailed email that basically repeated what he just described above, although in greater detail including the dates and times of each discussion he had with a T-Mobile rep. He also explained just why he was frustrated by the experience so far:

I know what customer service is and I pride myself on making a situation right for the customer no matter what. So when I was told that I was going to have to pay a 200 disconnect fee to cancel my plan that I thought had already been canceled or continue to receive debits from my account, I was less than thrilled to say the least. Now I understand that business is business but I will not be responsible for an error made on the CSR's part. The other thing that I realize is that the Customer Service Team is the voice for your company to the public. So if an agent over the phone told me that everything was taken care of, but there is not a single note regarding canceling my plan but sure enough there are notes about me wanting to unlock my phone for another carrier, why do I become responsible for it? I wish I had noticed my account was being debited last month as well because this email would have been sent sooner. So far I have been charged for a phone that I no longer use nor do I have access to and to a phone number which has not been used in over two months, and the charges add up to $102.90. So it seems I have payed for 2 months of usage and I haven't even used it.

[...]
In closing I would like for you to understand what I, the customer, would like to see happen. First I would like to no longer receive debits from my account, thus canceling the account completely without paying a disconnect fee. And I would like at least one month of a credit back into my checking account. I do feel that I have been unfairly treated and unfairly charged fees that should not be there.

Here's what happened after he sent the email:

I just received a phone call by a very polite and professional woman who claimed to be from the Executive Response Team and she said she would be more that pleased to cancel my account, not charge me a termination fee and get this, refund the 2 months worth or account balance back to me in the form of a check.

All in all I just wanted to pass along the word to you guys because even though I just check the website a lot just to see how screwed up big business is in America I just so happened to be a victim and without this website I would not have known where to turn. Maybe this will be posted online and let other individuals know that there is a way to get the outcome that is right and that all we need is the resources to find out how those outcomes come to light.

If you don't know what an Executive Email Carpet Bomb (EECB) is, or how to write one, read How To Launch An Executive Email Carpet Bomb.

RELATED
"How To Launch An Executive Email Carpet Bomb"
(Photo: hirnrinde)

Tmobile
Stuart, Executive Assistant to the Vice President
1-877-290-6323 ext. 341-8025.

Glenn A. Zaccara
Sr. Manager, External Affairs
425-378-4982
glenn.zaccara@t-mobile.com

Michael Butler
Chief Marketing Officer
Michael.Butler@T-Mobile.com

Bryan L. Barkoff
T-Mobile Wireless
Regional Retail Manager
Detroit North
Office # 248.465.1756
Fax # 813.353.6711

Kelly Spindle
Executive Customer Relations Coordinator
T-Mobile USA
877-290-6323 Ex. 8082

Avelar, Mercedes
Mercedes.Avelar@T-Mobile.com'

Clelland, John
John.Clelland@T-Mobile.com

Carney, John
John.Carney@T-Mobile.com

Otley, Casey
Casey.Otley@T-Mobile.com

Brodman, Cole
Cole.Brodman@T-Mobile.com

Corporate Responsibility Department
corporate.responsibility@t-mobile.net

Deutsche Telekom AG (owns T-mobile)
Friedrich-Ebert-Allee 140
53113 Bonn, Germany
Fax: +49-228-181-8872
www.telekom.de

Investor Relations E-mail: investor.relations@telekom.de; investor.relations@usa.telekom.de

Other e-mails:
'hamid.akhavan@t-mobile.com'; 'michael.guenther@t-mobile.com'; 'rene.obermann@t-mobile.com'; 'robert.dotson@tmobile.com'; 'robert.dotson@t-mobile.com'; 'robert.p.dotson@t-mobile.com'; 'Kai-Uwe.Ricke@telekom.de'

T-Mobile International (T-Mobile's parent company)
Landgrabenweg 151
53227 Bonn, Germany
Fax: +49-228-936-31719
www.t-mobile-international.com

File a complaint against T-Mobile with the Washington State Attorney General's Office
[www.atg.wa.gov]

When you file this complaint, use this address for T-Mobile on the form:
T-Mobile USA, Inc.
12920 S.E. 38th St.
Bellevue, WA 98006

File a complaint with the New Mexico Attorney General's office
[www.ago.state.nm.us]

When you file this complaint, use this address for T-Mobile on the form:
T-Mobile
Customer Relations
PO Box 37380
Albuquerque, NM 87176-7380

"You can try dialing 1-877-290-6323 x341-8025 and changing the extension to do an EVCB (Exec. Voicemail carpet bomb) buy reducing the extension by 1 (i.e. 341-8024, 8023, 8022) so far i have been doing this and it seems to be connecting me to various executive customer relations personnel."

(Photo: Greg Easton Photography)

Unlike so many of our airline stories, Alan finally managed to get his $150 back, but only after he escalated it to Dennis Cary, the Chief Customer Officer at United. Alan writes,

[Denis Cary] emailed me back saying someone would contact me. The next day, someone called me back and offered to refund the fee. Oddly enough, they indicated that no fee should have been applied (as the original agent indicated).

I applaud United for doing the right thing in the end, but its seems ridiculous it took such escalation. Hopefully, people can learn from my mistake, and just email Dennis Cary directly.

Here's the email Alan sent to Cary. Maybe if you run into a similar problem with United's reps in the future, you can follow his advice and achieve some resolution.

From: Alan
To: Cary, Dennis
Subject: United Airlines Dispute - A Loyal but highly unsatisfied customer

Hello Dennis,

I write to you contemplating my next steps in my quest for fairness in a dispute with United Airlines.

Since taking my post as a consultant 3 years ago, I have spent many of my days flying on planes, several with United (Premier Member XXXXX). I have largely been satisfied as a United customer, frequenting the airline with my project team when the route so takes us. After amassing miles on United, I decided to take a personal trip with your airline to Toronto in January 2009.

I was excited to use my miles to take my significant other to my home town of Toronto. I was flirting with several different potential travel dates, and as such, was very cognizant of the need for a ticketing option which was refundable. On January 8th 2009, I called United Airlines Mileage Plus (I was intending to use United Airline Miles) to inquire about booking 2 tickets. Given my concern about cancellation, I peppered the agent with questions about potential fees – I am a frequent flier, thus (somewhat) aware of what to ask. The agent told me in black and white, that I would be charged no fees if I cancelled my ticket(s) within 24 hours. I then again, explained to the agent I may cancel the ticket, and then reconfirmed that there would be no fees in that event. I booked the ticket using Rewards miles on January 8th 2008 in the morning

According to two United representatives, there was to be no fee when I cancelled my ticket.

Ticket confirmation number: XXX Ticket number(s): XXXXX,XXXXX

I called back on January 8th in the evening, and cancelled the ticket, and was told (by a different agent) there would be no fees. On January 15th (in the morning) I checked my Debit card statement, and noticed a $150 charge from United. I called United immediately, and spoke to several agents. The 3rd agent I spoke to told me the fee was a ‘non refundable processing fee' but offered to provide an Airline Voucher for the amount (150). I stated this was unacceptable, as United had assessed this fee without my consent. I was then directed to the Customer Relations department, as I was told that they could potentially provide a refund. In Customer Relations I spoke to Navneet Kaur, and then her supervisor Vandana Sharma. Vandana was very pleasant, and was largely in agreement that it appeared United had mislead me. After placing me on hold several times to ‘exhaust her options', Vandana told me there was nothing to be done. The fee was ‘non refundable' and ‘valid' and that United was ‘not on my booking phone call' and thus could not verify what the booking agent did or did not do. I continued to explain to the Vandana that a United representative has essentially lied to me, and United had then taken my money under false pretenses. Vanada acquiesced that it appeared United was not standing behind its agents, and betraying a loyal customer. I was then told, by Vanada "We are at an impasse. United will not refund the fee"

United Case Number: XXXXX

After dealing with this difficult and emotional situation, I was unsure of my next course of action. I then filed a fraud dispute with Citibank. With Citi Rep Debbie (ID: XXXXX) on the phone (Feb 18th 2009), I called United to further inquire about the charge. The United rep who answered the phone was nothing short of hostile. Debbie then began in a line of questions to aid in my cause dealing with a fraudulent charge. Debbie first asked if the initiative was new, the agent stated the charge was a new initiative at United. Debbie then inquired as to whether customers had been notified of the change, and the United rep said "No" – Debbie asked whether the change was in writing, the United Rep said "No"

According to a United representative the fee charged to United customers is not in writing, and customers were not notified of the potential fee (even after I asked several questions to several reps before booking my tickets).

Unfortunately, despite my filling with Citibank , Mastercard International has not taken up my cause. Regardless of Mastercards mishandling of this issue, I am well aware that fraud has occurred. United agents have without question lied to me and taken funds without my consent. I except that some (if not all these calls) are documented and could be used as evidence to support my claim. Moreover, I have a Citibank representative (Debbie) who was on the phone with me when a United representative informed us of the unfair and unacceptable business practices relating to my claim.

The callousness of United in dealing with my claim has been not only disappointing, but disturbing. As a management consultant, (not to mention a general consumer) I am well aware of the proper value of ethical business practices. I can hardly comprehend that several United agents have lied to me, and that United is unwilling to stand behind their employees.

Truthfully, I would not expect any business to purport that lying to its customers is OK - I hope this situation can be rectified.

If you are not able to help resolve this issue, I suspect I will explore legal action and every other avenue I can to add visibility to this egregiousness.

Thanks for taking the time to read my letter, I await your response.

Cheers,
Alan

(Photo: piston9)

ExecutiveBomb

We have quite a few stories now about Best Buy responding favorably to EECBs, which goes to show that if you can find a way to reach the company's executives—and you write a good EECB—your odds of having your problem favorably resolved improves considerably.

Here's Alicia's story:

I just wanted to thank you for running such a helpful website. A Best Buy employee recently damaged my car loading a TV into the back of it. My bumper suffered from several deep gouges due to the large staples holding the box together being scraped across it. Upon noticing the damage when I got home, I immediately called the store. The employee insisted that "no manager would ever be available to discuss the issue" with me, and insisted on transferring me to their "consumer relations" line only to be put on hold indefinitely. Rinse, repeat. Of course, this lead to a dead end.

I've been an avid reader of The Consumerist for some time, and immediately consulted the site for e-mail addresses to send an EECB out to (I've included the letter at the end of this e-mail). I used many of the tips listed on how to write a letter that will receive a response. Sure enough, the next day I received an e-mail from an executive office representative letting me know that their insurance company would be contacting me shortly. Within a few hours an insurance representative called me, took my information, and got the ball rolling. After submitting an estimate, I had a check for the full amount of the estimate in my hands less than a week later.

I can't thank you enough for having information readily available to help consumers fight back against endless streams of unhelpful processes. Please feel free to publish my story if you believe it would be helpful to other readers.

Sincerely,
Alicia

Happy to help, Alicia! Here are some of those links for other readers:

"How To Launch An Executive Email Carpet Bomb"
"Email Addresses For Best Buy Execs"

Below is the EECB Alicia wrote. Here are some things that are great about it:

• It's to-the-point; although you shouldn't feel the need to be too formal, an EECB is not the place for jokiness or overtly conversational writing styles.
• The structure of the email is easy to follow. If you're having trouble writing a clear EECB, try following her 4-paragraph structure:
  1. this is the shopping event I'm writing about;
  2. this is the accident that happened, and how it was not resolved;
  3. this is why I'm a customer worth keeping (a difficult concept to convey without sounding entitled, and Alicia nails the tone perfectly); and
  4. here is what I want you to do to rectify the situation.
• Emotions, insults, and grand statements against corporations/the decline of American values/humanity in general are kept out of the email.

Hello,

My name is Alicia. On the evening of September 5, 2008, my boyfriend
and I decided to take advantage of your 3-year no interest offer on
new HDTVs at store #204 in Austin, Texas. We selected a 46" Samsung,
which was sent to the front of the store to be loaded into my car.

A helpful employee loaded it into the back of my 2008 Honda Fit.
Unfortunately, in this process my car bumper was damaged. Paint was
scraped off, and several gouges were left. As soon as we noticed the
damage, we called the store we had just purchased the TV from, and
asked to speak to a supervisor. We were transferred to Consumer
Relations line instead. After speaking to a representative named
Renee about the issue, we were put on hold so that she could "process
some information." We waited approximately 30 minutes on hold before
giving up and hanging up. We then called store #204 back, and asked
again to speak to a supervisor, and were again transferred to Consumer
Relations and placed on hold for an extended period of time and again
not helped. We were told by the staff member answering the phone at
the store that there were no other options on whom we could speak to,
thus I am e-mailing you in attempts to receive some kind of resolution
to this issue.

We have been loyal Best Buy customers for upwards of six years. We
have easily spent at least $20,000 between us in that time. Needless
to say, we are very disappointed in the lack of customer service we
have received in this matter.

We would like to remain Best Buy customers, and would like to give
your office the chance to provide the superior customer service we
have received in the past. I am asking that a representative assess
and arrange for repair of damages to my bumper. I have included
several pictures of the damage.

I look forward to hearing from you in regards to this matter.

Thank you for your time,
Alicia

One of the best ways you can approach a company to resolve a problem is as a partner in the business transaction—that is, you are not a victim or (worse still) an opponent, but rather someone who has done business with them and plans to do business again in the future, provided you two can iron out some kink that has recently gotten in the way.

Not everyone has the great hand Alicia had to play, because that "$20k customer" detail she throws out there at the end is pretty steep, but even so we think Alicia's letter is a good example of how to approach a company on equal footing. Even if you're not a big spender with a company, there are other ways you remain valuable to them, including word of mouth and long term repeat business.

RELATED
"How To Launch An Executive Email Carpet Bomb"
"Email Addresses For Best Buy Execs"

So, if the low-level peons are ripping you off, try appealing to the higher authorities, en-masse, via EECB.
(Photo: Alexis Deadly)

The answer is almost always "No." When this happens we have to guess.

Here is one method of guessing that often yields results. Instead waiting around for no reason, you can do it yourself!

You will need:

1) Google Finance

2) The Company's Website

3) Your Brain

Step 1) Figure out the email address format. Either

a) Type *@companyname.com in Google and see what comes up in bold in results to figure out what they're using as a format. This post has more on this technique.

b) Go to the company's website. Find the place where they post their press releases. Open a press release. Look for an email address that ends with the company's name. Do not email this person.

Step 2) Go to Google Finance. Enter the company's stock symbol or name. Scroll down to where the top executives are listed.

Step 3) Using your brain, apply the email address format from the press release email to the names of the executives listed in Google Finance. It will probably be something like "FirstName.LastName@CompanyThatINeedToSpeakWith.com"

Step 4) Send a very short, very concise, very polite email to the executives explaining that your problem is not being dealt with adequately through the usual channels and that you would like someone with more authority to contact you to discuss the situation. Feel free to CC: tips@consumerist.com so we can listen in.

First, figure out what is going to come after the @ symbol. Often this is the same as their main company website. But just to be sure, I like to go to the investor relations section of the website and look for a sample email address.
With that in hand, type *@companywebsite.com into your Google searchbox. The * is a "wildcard" that tells Google to return all results with anything before @companywebsite.com. Google should present you with several pages showing all sorts of company email addresses. From those, you should be able to figure out the email address format, or formats.

Now you can combine the format with the company executive roster, which you can find by looking under "Management" in Google Finance or by looking under the "About Us" or "Company Profile" or some other similar section on the company website, and start launching those EECBs! If there's multiple formats, you'll want to make a version of each person's name using each format. Many of the emails may bounce, but some can get through, bringing you closer to customer satisfaction.

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)