Had a problem with an order or customer service from J.Crew and need to escalate your complaint? Here’s a list of e-mail addresses you should try when crafting your Executive E-Mail Carpet Bomb.
Are you struggling with a problem with TiVo that regular customer service can’t solve? Send your complaint to the office of President and CEO Tom Rogers at firstname.lastname@example.org, and you’ll hear back from someone in the Executive Relations department. (Thanks to reader IndyJaws for the info!)
Here is some Countrywide executive customer service info. Even though Bank of America acquired Countrywide, some of this contact info is still valid. Former Countrywide customers who experiencing post-integration account difficulties have reported success using it.
We’ve said it before and we’ll say it again: A well-executed Executive E-Mail Carpet Bomb is your best bet when you’ve exhausted all the regular customer service avenues. In this latest example, Serena tells Consumerist how, after weeks of phone calls, missed appointments and general hair-pulling and screaming at walls, she employed a strongly worded EECB that had Verizon out to fix her Internet connection the next day.
Acer’s customer service is so horrible that even if you manage to escalate to their corporate and executive offices, you may not get anywhere. But if you’d like to try anyway, here’s a phone number and executive emails that may work:
Amy’s ’06 VW Passat has been in the shop 106 of the past 141 days. After the engine broke down on a road trip and needed replacing, VW replaced it, but broke the transmission. When they replaced the transmission, they broke an axle. When they fixed the axle, the car started leaking oil worse than the Valdez. All Amy and her family want to be able to do is drive their car around like normal. So far, that’s not happening, and VW’s only offer of contrition has been to waive one car payment and $250 in services. So Amy launched her EECB, complete with a graph of how long VW has held her car hostage:
Do you need some consumer power inspiration? Who doesn’t? Here are two more readers’ success stories about making a ginormous bank–Chase–treat them like the wonderful and valuable customers they are.
David and his wife got stuck with one of HP’s lemon laptops, and since the repairs just kept involving more faulty parts, they weren’t solving the real problem. Here’s how he eventually got a brand new laptop–different model–from HP.
Patrick was frustrated. He explains that he was stuck with a defective and non-functional Lenovo laptop that was only a few months old. Before pursuing a chargeback, he decided to send a letter to the company’s president and COO, Rory P. Read. His message was detailed but straightforward, and a great example of one of the finest weapons in the Consumerist toolkit, the executive e-mail carpet bomb. Read and learn.
After reading Martin’s unaccompanied minor air travel horror story yesterday, Aaron sent us this updated list of Delta Air Lines executive contact information from Elliott.org.
Remember back when some individuals referred to good things as “da bomb?” They probably didn’t have the Executive Email Carpet Bomb in mind, since Consumerist didn’t yet exist, but they should have. Here’s to re-branding “da bomb” as shorthand for the EECB. Just look at what it did for c0crusader, a spurned Sony laptop customer who used da bomb to shake Sony down for $99.
Brian believes a firmware update made his 80gb Zune give up the ghost, so he called customer service asking for a repair. The CSR’s idea was for Brian to send the Zune and $160 so Microsoft — new 80gb Zunes are going for $217 on Amazon — but Brian had a different idea: call in an EECB airstrike.
Greg struggled for more than a year to get Dell to solve myriad issues with his notebook, but moved things along real quick-like once he ignited an Executive Email Carpet Bomb. He wrote us the following, summarized from two separate messages:
Here’s a story from a reader about a bad bank practice that we hear about too frequently—a bank cascades hundreds of dollars worth of overdraft fees on an error that’s beyond the customer’s control, but then is unresponsive or uncooperative on refunding those fees.
Bobby thinks he’s spotted a widespread problem with the HP laptop he bought a year and a half ago. His computer runs too hot and burns itself from the inside out, roasting its innards.
Seth had what should have been a fairly simple problem. His son’s radio control car broke after only a few weeks of use. The toy was purchased at and manufactured by Toys R Us, and an e-mail to the support address included with the toy bounced. No one in the company’s usual customer service channels could resolve his problem, and the people whose job it was to help customers in this situation never managed to contact him.
The venerable Wall Street Journal recently discovered the classic “EECB” technique we’ve been telling you about for years. This time, it’s health insurance companies, an industry so predicated on denial-of-care-for-profit that a few years ago a class action lawsuit based on RICO statute, invented to prosecute Mafia families for racketeering, was able to make significant headway. Lucky for you, email is much faster than the wheels of justice…
It took an Executive Email Carpet Bomb to convince Best Buy to replace Bryan’s Panasonic LiFi LCD Projection TV after it ate through four lamps. Bryan had purchased Best Buy’s extended warranty, which contains a no lemon clause that promises a replacement after three failed repairs. Best Buy conveniently insisted that replacing the broken lamp did not count as a “qualified repair.” Bryan first escalated his complaint through normal channels; when he had no other choice, he launched the mighty EECB.