Kathlene used her mad consumer skills to force T-Mobile into honoring the rebate they were supposed to give her. She slayed their bogus reasons for denying her rebate. She escalated, and escalated. Finally, she emailed an extremely well-crafted letter to CEO Robert Dotson (pictured, looking like a pile of badass).

Now she’s getting her rebate.

Check out the correspondence, inside…

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Click to enlarge.

From: Executive Response (ECR)
To: Kathlene
Sent: Tuesday, March 27, 2007 1:05:16 PM
Subject: RE: T-Mobile Rebate Dispute; Request for Resolution

Ms. Kathlene,
In an effort to amicably resolve this matter, T-Mobile will be happy to apply a credit of $30.00 towards the pre-paid account which would total 300 minutes for the mail in rebate. Please let me know should you wish to accept this offer.

Please let me know should you have any further questions or concerns regarding this matter.

Thank you,

Brenda Shaw
Executive Customer Relations Specialist,
Office of the CEO.
T-MOBILE USA, INC.

———

From: kit
Sent: Wednesday, March 28, 2007 10:32 AM
To: Executive Response (ECR)
Subject: Re: T-Mobile Rebate Dispute; Request for Resolution

Brenda,

I’m sorry, but a $30 credit is not an acceptable resolution. I have satisfied all terms of the rebate contract, and I expect T-mobile to satisfy their obligations as well. Therefore, the only satisfactory resolution I would accept is a $30 rebate check, per the terms of T-mobile’s rebate contract.

Regards,
Kathlene

———–

From: Executive Response (ECR)
To: kit
Sent: Friday, March 30, 2007 3:18:46 PM
Subject: RE: T-Mobile Rebate Dispute; Request for Resolution

Ms. Kathlene,

Please provide the address to have the refund check sent to.

Thank you,
Brenda

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Nice one, Kathlene, that’s the way you work it. — BEN POPKEN

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