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Fed Up Consumers..Email Bomb Execs, Get Results..NBC News
http://www.nbcnews.com/business/fed-consumers-email-bomb-execs-get-results-6C10867946Ben Popken, NBC News
4 hours ago
If you find yourself at war with a company's customer service department, you might consider aiming higher.
Disappointed consumers are finding success using a technique called the "EECB" or "executive email carpet bomb," emailing their complaints directly to a company's top executives. The novel approach often times gets results, and is changing how companies do business.
Late last year, Jesse Harris' newborn son suffered from constant diarrhea and vomiting, apparently due to the type of formula he was eating. The solution was a special, more expensive hypoallergenic formula. United Healthcare had initially agreed to cover the roughly $2,000 in costs, but every time Harris submitted the claim they asked for another piece of information. "I kept getting bounced from person to person," said the 32-year-old from Sandy, Utah. "There didn't seem to be any kind of case ownership."
After going back and forth a dozen times, he emailed the top executives. Within four days the company agreed to reimburse the formula.