How to get a CEO's attention - Page 1
Forum section: electronics / general

author: eti
author_rank: Super Contributor
timestamp: June 06, 2022, 02:37:49 am
content: Logitech have been messing me around left right and centre for 6 days now, over a defective brand new keyboard. Palmed off doesn't even begin to describe it. So... went on "Rocket reach" and whaddayaknow... the CEO's mobile (cell) phone number is on there, so I politely approached him out of the blue, via WhatsApp... and was met with surprise (what I'd intended) and he gave me the direct email of his CIO.3 days later, no response from either of them, so I'm badgering him (very firmly but insistently (via WhatsApp again).I love the internet and how info leaks out. Hahahaha

author: tautech
author_rank: Super Contributor
timestamp: June 06, 2022, 09:28:50 am
content: Not the CEO but higher, a board of directors member of Vodafone NZ.Some background.A few decades back one of our first startup ISP's that challenged the big boys was the rapidly popular IHUG whom offered sensible packages at good prices that none of the others did and up to 5 free email addresses with each data package.Not being big users back in the 90's and using dialup we selected a small package however it was still some $50/mth and after a few years this popular little upstart IHUG was snapped up by Vodafone and for some years our packages and fees remained unchanged and so they should and later we were provided with a ADSL1 service that after some years was upgraded to ADSL2 although many more customers by this time had loaded the system the service was no better.And it stayed that way for some years while districts all around us had services further upgraded to ADSL2+ which could provide 10MB/s at a couple of km from your local box whereas our connection at best provided 1.7 MB/s of a theoretical 2 MB/s over a total of 5km backhaul to our local exchange.Then one day in the mail came the Vodafone announcement that our 5GB/$50/mth connection would jump to 10 GB/mth IIRC but cost would rise to $65/mth.Stunned mullets we were trying to work out how we might use all this additional data when with the pitiful connection as we couldn't use what we were already subscribed to !Staring at ~30% increase for no additional benefit enraged us so study of the NZ Vodafone board of directors was undertaken to find one that might have some technical knowledge and properly understand the predicament they had forced on us.Having found the most likely candidate and their publicly listed email a detailed letter of our situation was sent and within a day or 2 a string of emails started with attempts to unload our situation onto the failings of the NZ copper connection provider whom...... Vodafone and other ISP's had complained to the NZ Commerce about their high connection costs to the nations copper for last mile data connections.Our dumb Gubbermint turned a blind eye to these ISP's shenanigans and the copper provider had to discount their charges to the ISP's which killed their budget forecasts for internet provision upgrades for the next 5-8 years which left us stuck for some years longer with a substandard service.Anyways I digress some and Vodafone for the next little while rewarded us with acknowledgement we were in an unenviable position and instructed their accounting division for our fee to remain at $50.However just a few further years went by until the next bombshell from Vodafone arrived......notification they would cease provision of our 2 email accounts within a few months.Little has ever made me angrier than this and never never could I ever recommend these twats to anyone !F**k Vodafone !That much so we went to a more expensive but much faster 5 GHz P-P link with unlimited data from a Mom&Pop ISP then cut the copper and raised 2 fingers to the nationwide network and Vodafone and within about 3 years our local box was fitted with fiber backhaul......years later than was forecast./

author: tooki
author_rank: Super Contributor
timestamp: June 06, 2022, 05:42:21 pm
content: Quote from: eti on June 06, 2022, 02:37:49 amWhy didn’t you just return it to the store?!?

author: edpalmer42
author_rank: Super Contributor
timestamp: June 06, 2022, 06:50:11 pm
content: Back in the dial-up days I used Compuserve. The service from Canada was poor. I'd connect at 2400 baud, but I'd be lucky to get 1000 baud throughput. I checked with the telco and found out that Compuserve only had a single 9600 baud connection for all of Canada!I wrote a letter to the CEO of Compuserve. Note the irony that I had to write an actual dead-tree letter to the CEO of one of the biggest online communications companies in existence. Anyway, a couple of weeks later I got a phone call from a very nervous-sounding network manager at Compuserve. He told me that the CEO "bit the head off the VP in charge of the network".They immediately took steps to improve the performance and the following year installed dial-up modem pools in cities across Canada.

author: bd139
author_rank: Super Contributor
timestamp: June 06, 2022, 07:14:19 pm
content: Another viable way of dealing with this is signing up for Twitter or Instagram and shitposting with their tag. That gets a surprising amount of action sorted quickly because any company worth their salt has a team of subhumans trying to keep their public image intact.I managed to get a full refund from Royal Mail the same day (!) after the retard delivered my signed package to the wrong address and the receiver lied and kept it.As for Logitech, I'd have gone after the retailer. Amazon replaced my 3 year old Logitech MX Master last week without question

author: james_s
author_rank: Super Contributor
timestamp: June 06, 2022, 07:15:24 pm
content: Quote from: tooki on June 06, 2022, 05:42:21 pmBecause he seems to really enjoy being a knob and trying to make others as unhappy as he is I guess.

author: niconiconi
author_rank: Frequent Contributor
timestamp: June 06, 2022, 07:16:43 pm
content: Quote from: edpalmer42 on June 06, 2022, 06:50:11 pm

author: SiliconWizard
author_rank: Super Contributor
timestamp: June 06, 2022, 08:06:10 pm
content: Quote from: bd139 on June 06, 2022, 07:14:19 pmYeah? I wonder if that works well if you try that with Microsoft's CEO.

author: tom66
author_rank: Super Contributor
timestamp: June 06, 2022, 08:22:11 pm
content: Quote from: tooki on June 06, 2022, 05:42:21 pmI don't get this either. In the UK and most if not all EU countries the contract for purchase is with the retailer. Not with Logitech or whoever made the device. So you need to complain to the retailer.

author: bd139
author_rank: Super Contributor
timestamp: June 06, 2022, 08:31:29 pm
content: Quote from: SiliconWizard on June 06, 2022, 08:06:10 pmThis is actually one of my specialities. I'm on one of Microsoft's "awkward trouble causing customer" lists at this point

author: eti
author_rank: Super Contributor
timestamp: June 07, 2022, 03:36:17 am
content: Quote from: tooki on June 06, 2022, 05:42:21 pmYou are assuming that is “a store“; this was a replacement keyboard they already sent me, with exactly the same error as the one they replaced.

author: eti
author_rank: Super Contributor
timestamp: June 07, 2022, 03:37:13 am
content: Quote from: james_s on June 06, 2022, 07:15:24 pmAnd as we can see from your uplifting, compassionate and kind response, you would never ever dream of being that way to anyone, bless you my friend.

author: eti
author_rank: Super Contributor
timestamp: June 07, 2022, 03:38:23 am
content: Summary: the CEO was extremely kind and professional, understanding, and I received a slew of emails today from “special care team”, falling over themselves to be kind to me, and expedited a replacement of a different model without question. It just goes to show speaking to the right people saves a lot of stress

author: Ed.Kloonk
author_rank: Super Contributor
timestamp: June 07, 2022, 06:14:32 am
content: The squeaky wheel.It might surprise you how many company leaders and senior leaders are genuinely horrified when a problem rolls that far uphill into their lap. Contrary to popular belief, most do want to see their customers happy.

author: eti
author_rank: Super Contributor
timestamp: June 07, 2022, 06:56:42 am
content: Quote from: Ed.Kloonk on June 07, 2022, 06:14:32 amThe CEO of Logitech is one Bracken Darrell, and reading his "LinkedIn" blog posts, I really like his lack of corporate brainwash lingo "Paradigms", "Game-changer", "Reaching out" and all that piffle - seems like a nice old bean. Of course, being in that culture, a LITTLE of the old corporate fluff talk will rub off, but he seems really nice:https://www.linkedin.com/pulse/my-ten-years-logitech-bracken-darrell

author: tooki
author_rank: Super Contributor
timestamp: June 07, 2022, 03:43:14 pm
content: Quote from: eti on June 07, 2022, 03:36:17 amOf course that’s what I assumed: you said “brand new”, without specifying it was a warranty replacement, so any reasonable person would assume it was newly purchased.

author: langwadt
author_rank: Super Contributor
timestamp: June 07, 2022, 04:32:00 pm
content: Quote from: tooki on June 07, 2022, 03:43:14 pmand in places like EU and probably UK it would still be the store you bought it from that has to deal with warranty

author: boB
author_rank: Frequent Contributor
timestamp: June 07, 2022, 04:35:26 pm
content: I had success once in emailing president@company.com... Might also try ceo@company.com and also quality@company.com and support@company.comboB

author: eti
author_rank: Super Contributor
timestamp: June 07, 2022, 11:01:32 pm
content: Quote from: tooki on June 07, 2022, 03:43:14 pmAssumption is the mother of all? Say it with me... .... ..... .......