George was able to get Microsoft to pick up the pace and ship him a laptop he’d been waiting for for almost a month thanks to a well-crafted EECB. What I like about his is the little personal story he puts at the beginning that’s very much in line with the “praise with faint damn” approach we’ve advocated in the past.
At the end of last semester, Alex experienced one of the great college student nightmares of our time: his Dell laptop fried itself shortly after the warranty expired. While he Fortunately, he had a few things going for him: his father had originally purchased the computer on a credit card (American Express) that extended his warranty protection, and Alex knew enough to research the specific problem. AmEx’s repair offer didn’t satisfy Alex, so he summarized the situation in a letter to Dell founder and CEO Michael Dell.
Daryl’s insurance company charged a closed checking account for a premium on a policy he’d already canceled, then tried to stick him with the bounced check fee.
DirecTV President and CEO Mike White made good on his promise to help reader Daniel. We published Daniel’s Saturday evening e-mail exchange with Mr. White yesterday, and received an update on the situation. He received a full credit for the NFL Sunday Ticket package that was renewed this season without his permission.
Daniel’s problem was very simple. He is a DirecTV customer, and subscribed to the satellite provider’s NFL Sunday Ticket package of football awesomeness. He decided not to renew this year, then discovered that DirecTV had already helpfully renewed the package for him. He wasn’t happy, and sent out an executive e-mail carpet bomb to a nice selection of executives. Who answered him, within an hour and a half on a Saturday? President and CEO Mike White.
Gail writes that when things went awry with her hotel and car package reservation on Travelocity, regular customer service wasn’t able to resolve the error. Representatives told her to give up and reserve them separately, or to leave Travelocity staff alone and use another service. As a Consumerist reader and loyal Travelocity customer, she knew that she deserved better. She found an e-mail for the company’s VP of Sales and Customer Care, which didn’t get her the package deal she wanted–she got her hotel stay for free instead..
Comcast left Brent’s disabled 73-year-old mom disconnected from the outside world when it bungled her phone service switch from AT&T, telling him it would take three days to get her connected. Brent stepped in, called Comcast out and spurred the company into action.
If you’re planning to send AT&T Wireless an Executive E-Mail Carpet Bomb regarding their changes to iPhone and iPad data plans, maybe remove CEO Randall Stephenson from your address book. Engadget reports that a customer who sent Stephenson one e-mail too many got a friendly call from the Executive Response Team…. threatening him with a cease and desist order.
Not that Time Warner Cable would execute anything less than superb customer service, but just in case the unthinkable happens, Marcus has tracked down some e-mail addresses to some Time Warner Cable higher-ups. Clip and save for your next Executive Email Carpet Bombing run.
Alisa, who told us last week that Apple wouldn’t help her get back her stolen iPhone, has written to us today with an update.
This whole situation has turned out to be a happy story, e-mailing Steve Jobs actually turned out pretty well. I e-mailed him the same day I emailed you, which was the 30th of December, on the 2nd of January I got a phone call from the executive office of Apple.
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.
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.
Earlier this week, I posted about a college student who couldn’t get Capital One’s Emergency Payment Protection Plan activated on his account because of missed deadlines. Andon wrote back today to say that after he sent an EECB to the credit card company’s executives, they apologized and activated the service.
Michael emailed us, and Dell, from a loaner computer while he’s on a trip. His own laptop isn’t working, and thanks to a steady stream of broken promises and incorrect information, now he’s stuck without access to the software and development files he needs for his work.
CJ responded to his daylong Comcast outage with an Executive Email Carpet Bomb that hit its target with vigor. He says within 20 minutes his phone was bombarded with calls from company reps around the country, who managed to restore his service within four hours.
Here’s an example of a great EECB that worked: even though Joe’s generator was out of warranty and the first two levels of customer service refused to help him, he was able to convince the company’s execs to make good on a defective starter.
Last week we wrote that AT&T charged Spoco’s Amex card twice for the same payment, but their CSRs refused to investigate the issue for him. After we posted his story, AT&T took notice and reversed the charge. That raises the question these stories always raise, which is, “How do I get the same result if my problem isn’t published on Consumerist?”