It seems like just 22 hours ago that Samsung USA was asking Consumerist to redact its CEO’s e-mail address from a reader’s comment. Since then, the electronics biggie has admitted that maybe that wasn’t such a great idea, and now the company has agreed to provide Consumerist readers with a new e-mail address that connects customers who have exhausted the usual customer service channels directly to Samsung’s executive customer service.
Lenora isn’t a regular reader of this site, but somehow stumbled across it while trying to sort out a problem with Time Warner Cable. Her service had been shut off after she and her husband spent five months with no income. We were able to help her by providing an executive customer service contact at the company where she could send an e-mail, then call the president’s office directly. She made her case and provided proof to someone with power, and her service was back on later that day.