Richie Hecker
Dec 12, 2007
Here’s the latest response…they still won’t put me in touch with anyone in charge, gotta love bureaucracy. The intelligent thing to have done would have been to send me a couple of free games and an apology note. Instead I get phone calls and emails. Yay.
Hi Mr.Hecker:
I have been trying to contact you since last week since you re contacted our corporate office. I spoke to you last month which you wrote a bloq about me. I do not know why you have chosen to contact Microsoft again but I will let you know that if you are looking for a call from Kathleen Hogan or Steve Ballmer that it will not happen and as per corporate contacts, I will be your contact.
I am going to attempt calling you on 12/14/2007. If I cannot reach you than, I am going to have to close this case.
I look forward to speaking to you.
Regards;
Frank
Xbox Escalations, Microsoft
1-888-236-0927 ext 7075
reference:1049602553
Richie Hecker
Nov 12, 2007
So if you’ve been following my blog, you will have read how over the weekend XBOX tech support was useless. You may have also read that i got through to voicemail and left KATHLEEN HOGAN - worldwide VP of customer service a voicemail. She has yet to call me back. So I tried calling again today and they wouldn’t connect me. They said I need to establish contact with their executive office in writing. Now, as someone who used to run a call center company and can speak volumes about customer support id like to say Microsoft - you are an idiot. Your top customer support person should always be available to the public. I don’t want to hear any excuses, none. The lifeblood of long term business is customer support. Calling tech support - i found not a single person with real authority beyond a script that i can get on the phone. When I had horrible Treo 600’s years ago (23 of them) I called Sprint’s executive offices and got their top person and she owned up, apologized and sent me the Treo 650 the next day. She did the right thing and i like sprint for it. Microsoft I have to establish contact in writing - wow that is bullshit.
So what am I going to do? Use my contacts to get an introduction to the right person? No.
I am going to cold call Bill Gates. I’m pretty sure their filters to their executive office are down on the weekends so I’m going to cold call him and leave him a voicemail - and EXPECT him to call me back. After all I am a customer of his - shouldn’t he care that his current management is fucking over his baby and throwing it down a well?
