I recently had some billing issues with T-Mobile that I was unable to resolve with customer service. I took the next step of contacting the Better Business Bureau, and to my surprise, T-Mobile resolved the issue immediately.
Why was it that T-Mobile would listen to me when I went through the Better Business Bureau, but not when I called up directly?
To find out, I emailed a Senior Vice President, who put me in touch with T-Mobile’s Executive Customer Relations (ECR) team. Turns out that ECR handles customer issues exclusively for executives’ referrals, Government, Regulatory, Small Claims, or by the Better Business Bureau.
The ECR unit is fairly small (though not insubstantial) and is based at T-Mobile headquarters in Bellevue, WA. It is next to impossible to reach them directly, as they contact customers by referral only.
Bottom line? You can only get top-tier customer support if you’re friends with an executive or if you have a potentially explosive issue.