I figured I’d do a separate thread on this, as I will often respond with this as an effective method of follow up on consumer related disputes.
https://www.elliott.org/company-contacts/
This site lists executive email contacts for various large companies. I’ve found it very effective at resolving issues when customer service or customer retention can’t / won’t. I only use it as a last resort.
It generally falls into this category, but not exactly.
https://www.nytimes.com/2017/05/05/your ... -used.html
My experience probably using it 10 times over the years give or take is 100% prompt response rate and 80-90% favorable resolution rate. You email the contacts and every time you will get a response from a high level customer service type that is motivated and empowered to resolve your situation. They either have the ability to resolve themselves or are able to cut through red tape to expedite issues.
Some examples for me:
I switched to a different mobile phone company among other things on the promise of them buying out my new phone at around $500. After switching and submitting paper work they rejected my claim because there was one thing I had missed in terms of the requirements. In my mind it was an immaterial thing and was never discussed in any of my discussions, so I escalated it. Last I heard they had approved the issuance of a $500 gift card to me.
The mobile phone company I switched away from would not release / unlock the phone I paid off in full until the end of the billing terms 2-3 weeks away. I escalated that through their contacts and they immediately unlocked it
I had an issue with a car insurance company quote, I felt was very unfair. They as a matter of policy included our disabled adult son, who does not drive, on the policy. This increased our premium about $400 every six months. I escalated and got a response from a very professional and empathetic representative. Ultimately he couldn’t change anything because such terms are dictated in state filings but at least it was addressed in a professional manner
I was having an issue with an online pharmacy that had made a mess of our records and had spent hours on the phone. I escalated and got a response from someone. Ultimately the issue was resolved - don’t know if it was due to that contact or other contacts I was working through.
Major bank froze my main checking account, where I had all my credit card autopays and other bank transfers in and out. There was something about a $4000 transfer in they just didn’t like. I called fraud dept and they said it would take them a month to “research” and meanwhile I had about $30k frozen and credit card payments bouncing. I used the contacts on the above site and got a call the next day and the lady resolved it within a day or two.
One mobile phone company had screwed up our billing so badly I just couldn’t get customer service or retention to straighten it out. One of the contacts above worked through it, fixed it, and gave a couple of hundred $ in courtesy credits for my troubles.
Another mobile phone company I was having issues with, I forget, but the above contacts fixed it.
One time a major hotel chain cancelled my points - they had changed policy from never expire to expiring. I must have missed the notification. I emailed and begged and pleaded and they eventually gave in and reinstated the points.
Hopefully others will find this useful. Obviously it has been a huge help to us.
https://www.elliott.org/company-contacts/
This site lists executive email contacts for various large companies. I’ve found it very effective at resolving issues when customer service or customer retention can’t / won’t. I only use it as a last resort.
It generally falls into this category, but not exactly.
https://www.nytimes.com/2017/05/05/your ... -used.html
My experience probably using it 10 times over the years give or take is 100% prompt response rate and 80-90% favorable resolution rate. You email the contacts and every time you will get a response from a high level customer service type that is motivated and empowered to resolve your situation. They either have the ability to resolve themselves or are able to cut through red tape to expedite issues.
Some examples for me:
I switched to a different mobile phone company among other things on the promise of them buying out my new phone at around $500. After switching and submitting paper work they rejected my claim because there was one thing I had missed in terms of the requirements. In my mind it was an immaterial thing and was never discussed in any of my discussions, so I escalated it. Last I heard they had approved the issuance of a $500 gift card to me.
The mobile phone company I switched away from would not release / unlock the phone I paid off in full until the end of the billing terms 2-3 weeks away. I escalated that through their contacts and they immediately unlocked it
I had an issue with a car insurance company quote, I felt was very unfair. They as a matter of policy included our disabled adult son, who does not drive, on the policy. This increased our premium about $400 every six months. I escalated and got a response from a very professional and empathetic representative. Ultimately he couldn’t change anything because such terms are dictated in state filings but at least it was addressed in a professional manner
I was having an issue with an online pharmacy that had made a mess of our records and had spent hours on the phone. I escalated and got a response from someone. Ultimately the issue was resolved - don’t know if it was due to that contact or other contacts I was working through.
Major bank froze my main checking account, where I had all my credit card autopays and other bank transfers in and out. There was something about a $4000 transfer in they just didn’t like. I called fraud dept and they said it would take them a month to “research” and meanwhile I had about $30k frozen and credit card payments bouncing. I used the contacts on the above site and got a call the next day and the lady resolved it within a day or two.
One mobile phone company had screwed up our billing so badly I just couldn’t get customer service or retention to straighten it out. One of the contacts above worked through it, fixed it, and gave a couple of hundred $ in courtesy credits for my troubles.
Another mobile phone company I was having issues with, I forget, but the above contacts fixed it.
One time a major hotel chain cancelled my points - they had changed policy from never expire to expiring. I must have missed the notification. I emailed and begged and pleaded and they eventually gave in and reinstated the points.
Hopefully others will find this useful. Obviously it has been a huge help to us.
Statistics: Posted by JBTX — Sat Jun 01, 2024 2:28 pm — Replies 0 — Views 102