After 2+ hours on the phone with both AT&T and Apple customer support, I got fed up, and I posted a YouTube video of my phone not working (see screenshot at left).
I also used www.Jigsaw.com (of which I am a member) to find a few VP-level AT&T employees, and I sent them this email:
I'm sure you're both very busy. I hope you have a minute to handle a customer issue.
I was hoping there was someone within AT&T wireless' executive support I could speak to about a big problem with my AT&T iPhone.
I posted a YouTube video explaining the problem (my phone often doesn't ring when people call me):
And the most amazing thing happened. By this morning I had received a phone VM from the Virginia area regional customer service manager and the email below:
"Daniel Ruben Odio-Paez, We have received notification of an issue with a wireless account. Unfortunately, we did not receive the wireless number or account number with the issue. We will need this information in order for us to better assist you. Thank You, Kim Kirtley Office of the President NE Region"
It just goes to show you how aware even big companies are of the power of YouTube. The video had only gotten 23 views but it still garnered a very immediate response.
Kim and the Virginia VP rep were both very helpful in getting my issue resolved, so I took the video down (I'm not trying to be mean, after all). I still can't fully recommend the iPhone because it's been so buggy, but at least now I have VP-level contacts I can call when I have my next problem.
I love it Daniel! The power of the net, google searches and the accountability that it can be leveraged for as far as consumers are concerned is profound. I'll remember this for the future.
Dear Daniel -
I happened upon your blog site while searching for a way to find email addresses of corporate officers. Like you, I like to go to top management after my first 2-3 attempts to communicate with customer reps prove futile.
Interestingly enough, I have a beef with Washington Mutual. After I found the names of the president and VP in charge of home equity loans, I could not find their email addresses. (I believe that officers of companies that hold my money should be available to me, and maybe I'll start something on that subject.) Not only did you offer a brilliant solution to finding the form the email addresses in companies are shaped, but you provided me with the address for Steve Rotella. (It's been almost ten minutes since I sent my email, so I'm awaiting a response from him.)
Thanks - drora kemp.
Daniel Odio gives tips and tricks for entrepreneurs!
Click to listen to "Episode 65: Interview Part 1" and click to listen to "Episode 66: Interview Part 2"
Jim Hopkinson, Wired.com's Marketing Guy and creator ofThe Hopkinson Report, recently interviewed me for his Hopkinson Report podcast. Here's a Tweet of Jim's about the Podcast, and another one about my social media hardware bag and another on my blog posting about how to hire people effectively.
Here is a transcript of the Podcasts
I love my American Express card. I have the platinum one thanks to Todd, which has a lot of cool benefits like being able to go into airport lounges and such.
However, they always seem to freeze my account when I travel. Last year, when I went to Tokyo, Todd and I ate at a baller Kobe beef restaurant in Kobe. We went to pay and both of our Amexes got declined. Ouch.
We called from a payphone across from the restaurant and they finally fixed it.