(dooley)

When Verizon Unlimited Data Glitch Didn’t Glitch, They Help Me Out Anyway

We were happy to hear that Verizon Wireless decided to let customers who were able to upgrade their phones at a subsidized price while keeping their unlimited data plans keep those data plans. What happened, though, if someone thought that they were able to exploit that glitch and Verizon downgraded their data plan anyway? [More]

(kfas)

Net10 Cuts Off My Access, Won’t Pick Up The Phone

Andrew is worried about his mobile carrier, Net10. He was very happy with the company’s “bring your own device” service on AT&T’s network until he learned that he wasn’t able to send picture messages. Well, no problem: tech support should be able to resolve that easily. Right? [More]

"Look, by not playing 'John Carter,' I was just trying to protect you."

Samsung Replaces Blu-Ray Player That Won’t Play Perfectly Good Discs

Richard was unhappy with his Blu-Ray player. Some discs wouldn’t play at all. Samsung claimed to be on it and working on a firmware update as a solution to the problem, but have said that for a year now. What was a customer who just wants to watch some movies to do? His family couldn’t even watch “The Dark Knight Rises.” What horror! Richard flexed his complaining muscles and fired off a letter to Samsung’s Office of the President e-mail address. [More]

No.

Samsung Wants To Patch Up My Defective Phone So It Can Break Again

Alex has a Samsung Galaxy SII on AT&T, and his phone has one of the common defects of that model: it likes to randomly shut itself down for no reason. Instead of casting him into smartphone replacement purgatory, AT&T and Samsung are instead trying to divert him into repair purgatory. His phone will be totally fine after their repair, AT&T assured him. It wasn’t. He turned to Samsung and made his case to them. They were willing to repair his phone, but not replace it. [More]

The leaky Nexuses at right and left; an iPad in the middle.

EECB Saves Nexus 10 Owner From Restocking Fee

Shaunessy was displeased with his Nexus 10 tablet, and customer service couldn’t help. The tablet they set had light bleed around the edges: sort of a glowing gap at the corners. He returned the tablet to get a replacement, less glowy device, but the new one had the same problem as well. He gave up on the prospect of Nexus ownership, but there was a catch: returning both tablets meant paying a 15% restocking fee, or about $75. That struck Shaunessy as unfair, so he decided to appeal his case to a higher authority: a mass mailing to a dozen Google executives. [More]

The Sprint Consumerist Hotline Is Alive And Well

The Sprint Consumerist Hotline Is Alive And Well

The Sprint Consumerist Hotline, a direct line to the has been one of our staple resources in the fight for competent customer service. A few weeks ago, though, some readers reported to us that it had been disconnected. Nooooo! We checked in with Sprint to see what happened to the hotline, and obtained a fresh new number for you to use. Bonus: it’s toll-free. [More]

Laser In On Your "Region President" To Get Verizon Wireless Executive Customer Service

Laser In On Your "Region President" To Get Verizon Wireless Executive Customer Service

A Verizon Wireless insider tells us that the best way to get white glove customer service treatment is to target the president for your Verizon region. Here’s how: [More]

Complete Norton Symantec Executive Contact List

Complete Norton Symantec Executive Contact List

If you have an unresolved Norton/Symantec complaint and regular customer service doesn’t help you out, you might want to try giving one of the top-ranking company executives inside a call or an email. Don’t forget to be nice, polite, and professional, and remember the guidelines for contacting executive customer service. If you need help writing a solid complaint letter, here’s a template to follow. And if you want a real anti-virus program that won’t hose up your computer, try NOD32. Now here’s the complete executive contact list…

The Ultimate Consumerist Guide To Fighting Back (Revised Edition)

The Ultimate Consumerist Guide To Fighting Back (Revised Edition)

[protected-iframe id="14eedff4c1ed081d42f5a75be4931995-40783744-40309798" info="http://digg.com/api/diggthis.php?u=http://digg.com/business_finance/The_Ultimate_Consumerist_Guide_To_Fighting_Back_2" width="55" height="82" frameborder="0" scrolling="no"] We’ve posted recently about how to fight back when a business screws you over, and we’ve posted a lot of executive contact info over the years. Now we’re packaging the two together into one big mega-post of usefulness: a one-stop-stop for figuring out what you need to do to start a customer complaint, or how to escalate a stalled one so that it can be resolved.

Sprint Sets Up Consumerist Reader Executive Customer Service Hotline

Sprint Sets Up Consumerist Reader Executive Customer Service Hotline

Sprint has set up a special phone number directly to the executive customer service queue just for Consumerist readers. [More]

How To Launch An Executive Email Carpet Bomb

How To Launch An Executive Email Carpet Bomb

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…

Be a Customer Service Ninja

Be a Customer Service Ninja

Inspired to by Mike D’s Vonage story, Austin writes in a hot tip for all of looking to pole vault low-level CSR and reach the Valhalla of customer service.