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I rarely have a problem with AT&T that I can't fix locally, but this is why I LOVE consumerist.
I rarely have a problem with AT&T that I can't fix locally, but this is why I LOVE consumerist.
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This probably won't work, at least with AT&T. If your account type isn't the correct one for the service we were limited in how much we could do for you. I used to do business/corporate account support which I suppose was \"executive level.\" If the caller was not a business/corporate account (easily verified within the first 30 seconds of the call), we almost always had to redirect to standard support.
@Ratty: Actually Ratty, there is a support group in the office of the president at AT&T. I know this because they came to my rescue only after I emailed the CEO a very verbose complaint regarding one of their \"standard\" support folks.
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For AT&T wheres the division line between east and west?
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So my fiance and I are on a family plan with ATT under a corporate discount with AMEX. His phone broke last week and we are 1 month away from a free upgrade, would contacting this number help us out to possibly escalating the free upgrade opportunity so he finally has a phone?
@bones11: They may be able to, maybe not. I would honestly suggest buying a cheap ($25 or so) prepaid phone and calling up the regukar support to tie the SIM card that comes with it to his phone number. Then when you can upgrade for free do so. You'll have a backup phone and it's a cheap quick fix.
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@Ratty: Actually, all you have to do is put the current SIM in the new phone. There is no need to call customer care (unless you put a voice SIM into a data-centric device like a laptop card).
@ptkdude: Yes I know you can do that. However she stated he lost his phone. Most of the time people lose their phones with the current SIM card firmly inside. So if he found the SIM card, he found the phone. :P
@Ratty: He can go to any AT&T store and ask for a new SIM card. If they ask, he can just lie and say he took it out for whatever reason (changing the battery or something), dropped it and lost it. Though I doubt they'll ask. I've done it twice now after I lost phones, and they never asked. Then I put the new SIM, which they tied to my account in-store, into a cheapo phone till i got a new one.
In fact, it was a guy at an AT&T store that told me to do this in the first place.
@growler: Generally speaking they're supposed to charge $25 for a new card. We can have it waived.
If you buy a cheapo phone they come with a new SIM as well which you can have tied to the account in store or on the phone.
@ptkdude: Also, wow, what a brainfart. nevermind, my apologies! I see broken and not lost. Serves me right and I'm sure that's as good as sign as any to put my glasses back on.
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I called the Sprint number twice earlier today.
I got a click followed by a busy signal each time. I will try it again in the morning since I just tried it and got a VMail box now.
Actually, to contact AT&T wireless and get something done, go to this page: [www.wireless.att.com] . Use the webform to email the SVP of customer service. I got my friend a call within 2 hours and all of her problems were solved.
I was trying to reply to bones11, but the comment system is acting all screwy. I have a regular plan with ATT, and my Blackjack II crapped out on me last week. I had a MUCH longer time before I'd be eligible for an upgrade, but the guy at the ATT store got me the upgrade price early without having to sign a new agreement. I have no idea why he did this, or what (if anything) made me eligible for it. Regardless, go to the ATT store and sweet talk the sales rep. Maybe they can make something happen. Best of luck
@alexcassidy: I already tried, I hate going to the ATT store, it's like a female walking in to Lowe's, I just get ignored. Which is funny because I'm a gadget freak and probably know more about those phones than the actual sales reps do. The guy tried talking me in to their cheapest phone at full price. Eh, I tried.
Verizon completely tricked me into overpaying for a \"New Every Two\" handset. It has been two years since I got my last phone, so I went in looking for an upgrade. The rep tells me the cheapest phone I can get is the Motorola W755 for $39.99. I specifically ask if that is with the New Every Two discount and he says yes.
I get home and check the Verizon website to check out my phone and read some reviews on the Verizon website and I see that it was supposed to be free with a New Every Two discount. The bugger at the store gave me the regular contract upgrade price!
The worst part is customer service claims \"we are unable to honor equipment discounts for New Every Two once an equipment upgrade has been redeemed.\"
So basically they lied to my face and took my $40. I'm pissed! I hate these awful phone companies with a passion :@
I have actually used the sprint one in the retail store that I work for. The customer went home and called the executive number. They looked up the account of the customer and noticed the retail location and sales rep that had called previously. Then Sprint had the guts to call me at work and tell me and my manager that they didn't know how we found it but we are to NEVER give that number out. Or Else.
+1 to my manager for then saying, \"well, that number is public knowledge on the internet, and if your lower customer service reps would do their damn job, we wouldn't have to have customers come to your department. You don't want the number given out? Then you know how to solve that problem. We will continue to give that number out until your customer service improves, or you change it. Then it will be a matter of time till we find the new number, so there really is only one solution.\" They actually hung up on my boss.
Funny part of the story is, they actually did help the customer and gave him what any other customer service rep should have.
I once had an issue, years back, where the so-called \"executive assistant\" was simply argumentative and unhelpful, and insisted that there was no one above him except Bill Esrey, the chairman of Sprint at the time (even though this \"assistant\" was in a call center 1000 miles away from Esrey's office.) We were corresponding over email, and he kept putting \"cc: Bill Esrey\" in his emails. I finally called him on his BS, saying we both knew that Esrey wasn't getting or reading emails about some bullshit customer service issue.
Finally, after I caught him in 3 different lies, I managed to track down the phone number of the REAL assistant to Mr. Esrey, called her apologetically, and basically said that I was about to file suit, name Mr. Esrey personally, and serve him at his home, because this person was stonewalling and unwilling to help, and I really needed someone who could resolve the situation.
Magically, within an hour, the supervisor of the person I'd been speaking with (who, of course, didn't exist, according to the rep) called me, we discussed the situation, and had it all resolved in about 24 hours.
I am generally cynical about so-called \"executive customer service\" departments. Some of the time they can actually resolve issues (Frank Eliason's group at Comcast is pretty amazing, for example), while other times (Bank of America, for example) they are simply well trained bots, who are essentially trained to wear down the customers.
But... I'm glad that there are still at least some companies where you can reach a person with a brain who can understand issues and is actually empowered to fix them. I wonder if that will still be the case in 5 or 10 years?
Funny thing I looked up the older sprint post back from 2007 yesterday had the same number as this one. I called explained that i had already talked to customer care bla bla bla and they let me out of my three contracts and now i am an att customer. Amazing what can be done when you tell them you are follow consumerist.com
Nice, but I need a number for Virgin Mobile.
I have had nothing but good experiences with ATT for my cell and home phone/dsl. Tech support and customer service is great. If you have a cell phone problem just dial 611 (from any ATT cellphone) and then hit 0 when prompted to get to a customer service rep. I always say please and thank you, and sometimes make small talk and I've had fees waved for phone number changes, had rate plans pro rated, and got my cash returned for games on broken phones. Its all about asking for what you want and being courteous.
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I was trying to opt out of my Verizon contract last week due to a material adverse effect related to a change in billing. I had to go all the way to Executive Customer Relations to get it done, but within 48 hours it was fixed.
Verizon: Contracts are to protect BOTH parties, not just you!
I would like to reach the girl on the phone in the picture . . .Hi! heh
I've used the Sprint/Nextel contact info, works great! Though even first line techs recently have been greatly improving. Thing to remember, don't use the escalated numbers as your first call, they are meant as when all else fails.
Does anyone know of any executive customer service numbers for Alltel Wireless? I've searched online and the Consumerist to no avail. :(
The 910 number above for Verizon Wireless is Finance, not Executive Customer Relations.
I had my Verizon cell phone stolen in CA restaurant. It was found in a toilet. Yuk. Was not touching it. So I pay insurance every month and paid the $50.00 to receive another phone. Mine was only 4 months old. I received a re-furbished one back. It has so many issues. I call today to finally say what a piece of junk they sent. Only to be told I had only 7 days to return or I void the warranty. Now they want another $50 to replace with another used one. HELP.Cust. Service was of no help. Did I mention I have 5 cell phones with them and my husband signed a huge contract with them at his job. So unfair.
My son and I purchased the Verizon Blackberry storm when it came out in December. The phone is flawed and is being replaced later this month. I have returned 3 different Storms as they don't work right and have fatal errors. The spinning clock keeps going and you can't answer the phone when it rings. After I paid for a 3G phone all they will do is give me a cheaper not 3G phone. I want them to let me buy the new phone when it comes out at the upgrade price but all I get is the run around. Anyone have any ideas for Verizon contacts? I've tried the Executive Customer Service but that's for the northeast and not Florida.
I attempted to use these numbers on Feb. 12, 2010. (845) 365-7700 “is no longer in service” (recorded message); the (908) 306-6750 “call cannot be completed as dialed”; (910) 794-6200 leads you to Financial Services (payment arrangements but not billing disputes).
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May 17, 2010: None of the Verizon numbers is a working number, except for 910-794-6200, which is now the payment center.
Attempted to see if Spring would waive the activation fee and I could pick up a new phone in store rather than online. Spoke with a rather rude rep at their Legends @ Village West store named Jason. \"I'm not charging you the fee.\" Called and spoke with their customer service number *2 who iterated a similar thing (in contrary to what was reported online during early years). Called and left a message at the above sprint executive customer service number which appears to still be the number for sprint.
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This is a good idea, especially with Sprint.
Heck when I used to work retail there, they were the only ones that gave me any help in fixing FUBAR'd accounts.