In the prior post, Ms. Packratty explained the several points of failure that she experienced with her American Express prepaid card and her great disappointment in those events. She knew she needed to call American Express and discuss those events, but was really dreading trying to work her way through the ladder of call center and supervisor, manager and blah, blah, blah.
A certain gentleman friend of hers who travels extensively for a living and uses the heck out of his AmEx was going to call on her behalf, but Ms. Packratty really believes in fighting her own battles. Then one of her clever friends pointed out that there are websites where sometimes the email addresses of high-ranking corporate executives are available.
A wee bit of Google-ing and Ms. Packratty had the address of 5 executives at AmEx. So she proofread her essay one more time and mailed it off via e-mail on the eveing of 3/6.
Was she ever amazed to receive this on the morning of 3/8:
Hello Ms. P(ackratty)
I work for Global Payment Options for Executive Consumer Relations and Mr. Chenault. I have been trying to reach you at 7**-***-****, but receive no answer.
I would like you to know that we take the issues you raised very seriously and I would like to speak with you concerning the issues. You can reach me at ***-***-**** or if you would prefer I can call you directly. Please let me know the best telephone number and time to reach you and I would be happy to call.
Sincerely,
T**** T****** | Executive Consumer Relations
American Express | Global Payment Options
Well, Ms. T and Ms. Packratty had quite a talk and discussed the various AmEx failures she experienced and Ms. T advised her that AmEx would be refunding the charges that Ms. P incurred for money changing. Color Ms. Packratty rather pleased with the effect of her essay. And the fact that if you can reach them, some people still do appear to care about their companies.
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