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]
Samsung Wants To Patch Up My Defective Phone So It Can Break Again
By March 18, 2013
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]
EECB Saves Nexus 10 Owner From Restocking Fee
By December 21, 2012
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]
Laser In On Your "Region President" To Get Verizon Wireless Executive Customer Service
By April 15, 2010
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]
Sprint Sets Up Consumerist Reader Executive Customer Service Hotline
By May 30, 2007
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
By May 11, 2007
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
By June 1, 2006
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.
