[SATLUG] DSL - San Antonio - Problem Update

[Brad Knowles]

At 11:42 PM -0500 4/6/07, M K Ramadoss wrote:

>  Wanted to call someone high up. All of the top guns are behind unlisted
>  phone #s. Even the corporate office phone is not listed in their own phone
>  book. All they have are a toll free numbers  answered by cs reps.

Send a real physical letter to the CEO, and to the members of the 
board.  All their contact information has to be provided in their SEC 
filings.

You won't actually get through to them, but your letter will wind up 
on the desk of some senior VP whose job it is to make your complaint 
go away -- and that almost always means really fixing the problem, 
because that's less expensive than having a senior VP spend five 
minutes reading your letter, or having the board members bothered by 
even knowing that such complaints are being made.


If you really want to be annoying, send it certified mail, 
return-receipt-requested.  That means that it can't be signed for by 
just anyone in the mail room, it actually has to be signed for by the 
CEO and board members themselves, or by their personal secretaries. 
But you might want to save that last trick, in case you don't get 
satisfaction from the first letter.

Oh, and Luis is right -- they never bother to actually replace the 
card or module with a new one, they just re-use one that they pulled 
from somewhere else.


The other option would be to call up and ask about cancelling your 
service, and tell them that you'll be going with their major 
competitor in the area.  That usually gets you into a different group 
of call center employees, this time with people whose sole job it is 
to keep you as a customer -- and that means that they can usually get 
things fixed.

-- 
Brad Knowles <brad at shub-internet.org>, Consultant & Author
LinkedIn Profile: <http://tinyurl.com/y8kpxu>
Slides from Invited Talks: <http://tinyurl.com/tj6q4>