I was one of the first to get an Xbox 360 when they came out, paying way more than I should have. I had problems with the console right out of the box and after weeks of haggling with their normal customer service department, I was contacted by their escalation department. Within a week, my problems were solved and they sent me a bunch of free stuff (games & controllers). Fast forward two years, and I'm having the same problem. I emailed both Bill Gates and Kathleen Hogan(Corporate Vice President, Worldwide Customer Service, Support and Customer and Partner Experience) yesterday...]]> I was contacted within twenty-four hours from the escalation department and a new console is on its way.
In doing a little bit of research, I figured out the email addresses for both and am providing them for your loyal readers. The link I am including will also provide the entire corporate teams names and titles.
khogan@microsoft.com
billg@microsoft.com
Microsoft Executives and ImagesAwesome opossum. We've said it before, and we'll say it again and again, there's nothing like taking it to the top to get things done. Crap rolls down hill, so, to borrow from introductory physics, the higher on the hill you start, the more potential energy it has coming done. That transfers into kinetic energy and smashes through inept and uncaring customer service minions and gives you new XBOX. Win.
]]>okay i have RROD and they are supposed to send a box. they said 3-5 days. it has been about 2 weeks and nothing. my brother's optical disk problem. they were supposed to send a box. 3 1/2 weeks later he still doesn't have it. much longer and i will try this and tell him the adresses to. we both have waranties left. hope it works.
]]>@pigeonpenelope: Bill Gates probably has a Gmail address to avoid all the consumer spam about getting their $50 gift certificates...
]]>Seems kinda weird. Most large companies have a standardized email system. I work for a large aerospace company, and everyone's email all the way up to the CEO is firstname.middleinitial.lastname format. No deviance.
]]>Maybe not. See Dell, Sprint, and Circuit City; and ignore the corporate spin. These are just a few companies that took dumping customer service too far and paid the price.
]]>Gates gets thousands of emails a day.
His primary mailbox is most certainly not the one above, either.
The response is a result of emailing the CS VP.
If you give CSAs too much power over your inventory, you're just asking for millions of dollars worth of fraud.
]]>Was having trouble getting DSL installed (back before the telcos did their own installations). When I finally got fed up with "customer service", I looked at the company's webpage, found the name for the president and VP. Waited until after hours -then called the company's HQ phone number. Since it's afterhours I got dumped into the voicemail system that had one of those "spell the persons name to find their VMS box". Left a polite message for the Pres and VP explaining my problem. Then got a phone call from the head of customer service the next day -- problem solved 2 days later.
But that company was MUCH smaller than MSFT.
]]>unfortunately, customer service is largely viewed as a drain on company profits & therefore, managers succeed that are able to reduce costs while maintaining numbers that prove they're getting the job done. csa's are generally shackled to a script & even their supervisors rarely have the foresight to resolve a situation in a way that benefits both the company & the consumer.
the main issue is that most of the "profits" from good customer service are unquantifiable.
]]>iawtc most higher ups have an email filter or a lackee who reads through and fowards/filters.
]]>Hmmm... I wonder how often do things like this appen, I mean if this always works, the gamer comunit will abuse this to no end
]]>I have a couple of issues with this. If the escalation department helped him in the past, why didn't he contact them when he had a new issue? Why the need to contact Bill Gates? My second issue is more general. Shouldn't the powers that be at corporations direct the CSAs to help the customer? As far as I'm concerned, there should be no need for executive customer service or escalation at all. CSAs should be competent. If I were Bill Gates and I got an e-mail from some guy complaining about his XBOX, I would be pissed that no one had helped him. And then I would change my e-mail address.
]]>I call bs.
]]>I dont know, this sounds like a fib to me.
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