With most customer service calls going to low labor cost countries where the person on the other end of the phone or email account can only follow a script and has no personal experience with the product/service for which you have a problem, here is a suggestion:
Send an email to Investor Relations. If you write a respectful, fact based letter and provide your full name, address and phone number, you would be amazed at the level of service you receive.
I have had to very positive experiences recently- One with INTUIT and one with GATEWAY COMPUTERS. In each case I received either a call at home or an immediate email from someone proporting to be one of their officers, I outlined my problem in more detail, and received near immediate satisfaction. Certainly levels of service that were above and beyond. I am not a stockholder in either of these companies.
To complete the story, there are 3 privately held companies which deserve mention on outstanding customer service through their normal channels: SC JOHNSON WAX, BOSE, MADRID SKATEBOARDS.
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