Less than a month after an independent review panel hired by Takata — the company behind the ongoing recall of millions of defective, potentially dangerous, airbags — found that the Japanese auto parts maker lacks quality control processes and policies to address defects, a Senate panel report backed up the findings and found the company falsified some test data about certain airbag components. [More]
internal documents
Bank Of America CEO's Pep-Talk Email To Workers
By 8.9.11
Bank of America’s CEO Brian Moynihan posted an email to the company’s intranet telling the rank and file to keep their chins up amidst their sinking stock price and news that they would be sued by AIG for selling crap mortgages. [More]
AT&T To Change Text Message Packages And Chuck Some Upgrade Discounts
By 1.20.11
Is it cellphone plan adverse tweak season? Now AT&T is changing up its text message plans and doubling the per message rate for going over them, and getting rid of some upgrade discounts, reports Engadget, going off a leaked internal document. [More]
"This Is Not A Test" – Subway Says It Definitely Will Start Tessellating Cheese July 1
By 6.1.10
Subway has officially confirmed what we reported last week based on leaked internal documents: they’re gonna start tesselating their cheese on all their sandwiches starting July 1st. Hot damn, summer in the city. [More]
Subway To Start Tessellating Cheese July 1?
By 5.28.10
Three years after the protests began, it seems Subway has finally listened to its customers and will start tessellating cheese on its sandwiches, according to what appears to be an internal weekly newsletter. [More]
Verizon & Sprint's Sales Tips For Killing iPhone, Circa 2007
By 2.19.10
Let’s step into a time machine and travel through the mists of chronos to an ancient yesteryear. It was a different era, Britney Spears shaved her head, Boris Yeltsin died, and people learned how to print images on toast from the comfort of their own workshops. Oh, and a lil’ thing called an iPhone came out. The year was 2007, and Verizon and Sprint were so scared that they issued these ridiculous sheets to their frontline reps with talking points for discouraging people from buying an iPhone: [More]
AT&T To Require Smartphone Data Plans For Smartphones
By 8.23.09
Bad news, smartphone-owning AT&T customers. Starting September 6, customers will not be permitted to use a smartphone on the network without purchasing a smartphone data plan. Exceptions: unlocked phones and customers who currently have a smartphone (think Blackberry or Palm) but use a non-smartphone data plan.
Office Depot To Employees: "Don't Lie About Inventory"
By 3.13.09
An anonymous Office Depot employee sent us this internal reminder from HQ that addresses this week’s allegations that associates and managers lie about inventory depending on the customer. Now the next time you’re told by an Office Depot associate that the laptop you want is out of stock, you can say, “Are you absolutely sure? Because I know you had a Sales Practices Reminder on March 12th about lying to customers.” And if a manager tries to get all up in, uhm, your grill area, you can say, “Don’t you have some tasks to go check off in your Task Manager?”
Internal AmEx Doc On $300 Bribe To Zero Account And Leave Program
By 2.25.09
Here’s an internal AmEx doc with what customer service reps should say when people call up asking about the $300 to pay off and close your account program, or, as they term it, the “Balance Down Initiative.” The sheet was obtained exclusively by creditcarforum.com. My favorite part is the answer for if people who weren’t chosen to participate ask if they can join. The correct response is, “We apologize, but we can only honor this offer for selected cardmembers. However, if you’re interested in paying down your balance, I can help you with that.” Full doc inside…
Geek Squad's Unionizing Efforts Met By Best Buy's Concerned Bulk Email
By 10.31.08
Emails are shooting around to Geek Squad employees, encouraging them to join the Communications Workers of America union, so Best Buy retorts with emails of its own to voice its concerns. In an email sent by corporate management, Best Buy spoke of its concerns about unions, that unions would hinder its ability to speak with and negotiate with each Geek Squad employee individually. For, there’s nothing like the closeness created when one employee negotiates with a hydra. That’s just one fun piece of FUD (fear, uncertainty, doubt) in the email, posted inside…
Leaks: Details On Sprint's New Decreasing ETF
By 10.30.08
More details have emerged about Sprint’s new decreasing-monthly ETF, thanks to a page from the Sprint customer service manual that fell into NeoWin’s hands. Basically the ETF on a 2-year contract is $200 after the first 30 days and until month 20, then it starts decreasing by $10 at month 19, until it gets to month 5 where it holds at $50. However, they say it’s their policy to waive it if there’s less than 30 days left. Once again, the decreasing-ETF will only apply to new contracts signed after November 2, 2008. Full scan of the internal document, inside…
AOL Changed Policy On Customers Recording Calls 10 Days After Vincent Ferrari Uploaded His
By 4.19.07
Vincent Ferrari uploaded his famous AOL cancellation call on June 13th, 2006. A screenshot from AOL’s internal database shows that 10 days later AOL revised its policy for what reps should do if a customer says they’re recording the phone call.
LEAKS: Enterprise Store's Insurance Upsell Cheat Sheet
By 4.10.07
At least one Enterprise rental place has a cheat sheet for manipulating buyers into buying what is sometimes unnecessary car insurance. Here’s a transcript of the document one of our readers snagged from an Enterprise in Fort Lee, NJ .
Walmart Sends Us DMCA Takedown Letter For Slideshow
By 3.12.07
UPDATE: Walmart Wins Because We Fumbled
