How to Complain to a Company (from WSJ)

Take Complaint Up a Level
Loretta Chao. Wall Street Journal. (Eastern edition). New York, N.Y.: Apr 25, 2006. pg. D.1
Author(s): Loretta Chao
Column Name: Quick Fix
Publication title: Wall Street Journal. (Eastern edition). New York, N.Y.: Apr 25, 2006. pg. D.1

(c) 2005Dow Jones & Company, Inc.Reproduced with permission of copyright owner.Further reproduction or distribution is
prohibited without permission.

The Problem: Not being able to resolve a consumer complaint.

The Solution: Many companies have an "executive resolutions" department whose main purpose is to answer questions and
complaints directed to the company's top management. That is where you need to go.
To find it, call the company's headquarters -- not the toll-free customer-service line -- and ask for the department by name. (You can
get the main corporate number from the "company profile" on the corporate Web site.) Usually, you will be transferred directly to a
live representative, or be given a direct number to reach someone. A Verizon operator, for example, provided a separate 800
number and said to dial option three, which connected to a representative in the president's office. Other companies that can quickly
connect you to this department include Best Buy and Delta Air Lines.
The Caveat: In some cases your complaint may still be rerouted back to the call center.