Contact Us

Man Gets Refund from T-Mobile After ‘Email Carpet Bomb’ to Executives — Dollars and Sense

Peter Macdiarmid, Getty Images

Having a service-related issue that no one can seem to do anything about? You don’t have to take it lying down. Sometimes you just have to escalate matters yourself.

A T-Mobile customer named Sam, who’s had a smartphone and data plan with the company since 2009, noticed his device had snail-slow internet connectivity. He first contacted customer service, who couldn’t do anything about but offered to upsell him on new services — an offer he was easily able to refuse.

Sam then took his phone to a T-Mobile retail store, and a rep there finally unearthed the issue: Sam’s 4G phone had an old 2G SIM card, which was preventing it from reaching its full connectivity speed. Swapping in a 4G card fixed the problem, but he felt he was entitled to a refund for the two years he’d been paying for zippy speed and not receiving it.

Unfortunately, his helpful rep at the store didn’t have the authority to do that, so Sam unleashed what’s known as an “email carpet bomb” to a slew of T-Mobile executives. In his missive, he laid out the situation and asked for a credit, in addition to lavishing praise on the in-store rep who’d resolved the issue and recommending the company train its phone reps not to attempt upsells at inappropriate times.

And it worked. Within about a day, he received an apology and the monetary credit he’d requested — proving that sometimes, the squeaky wheel really does get the grease.


Best of KLAW 101

Recommended For You

Best of the Web

Leave a Comment

It appears that you already have an account created within our VIP network of sites on . To keep your personal information safe, we need to verify that it's really you. To activate your account, please confirm your password. When you have confirmed your password, you will be able to log in through Facebook on both sites.

Forgot your password?

*Please note that your prizes and activities will not be shared between programs within our VIP network.

It appears that you already have an account on this site associated with . To connect your existing account just click on the account activation button below. You will maintain your existing VIP profile. After you do this, you will be able to always log in to using your original account information.

*Please note that your prizes and activities will not be shared between programs within our VIP network.

Please fill out the information below to help us provide you a better experience.

(Forgot your password?)

Not a member? Sign up here

Sign up for KLUB KLAW quickly by connecting your Facebook account. It's just as secure and no password to remember!

Sign up to have exclusive KLUB KLAW contests, events, coupons, presales, and much more delivered to you for FREE.