Let me tell you of my T-Mobile experience a few years ago. When I was getting nowhere with T-mobile I found out that they were owned by Deutsche Telecom. I then phoned DT in Bonn, requested and was put through to the Chairman's PA, who readily gave me her e-mail address to which to send my request for service. Shortly after e-mailing her I was contacted by a most apologetic, courteous and concerned senior employee of T-Mobile in the UK, who took immediate and effective action to sort out the problem I was having. I hope that this is of help to you and/or anyone else who reads it.
Health Warning: This tactic doesn't always work! I tried it subsequently with Philips over a defective Philips-branded laptop sold in PC World to an acquaintance for her daughter. The upshot was that the Philips global head office in the Netherlands declined to communicate with me (i.e. told me to get lost). I then managed rather too readily to talk to the PA to the UK boss. It took her a week and my reminding her to badger her colleagues to discover that the product was not made by or for Philips, which had licensed use of its name for the product to the Dixon's Store Group. Philips had no further interest in the matter.
These are my first comments on this site; I do hope that they are sufficiently grumpy..
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