Most large companies have someone who looks through emails addressed to Chairman, CEO etc on the grounds that if someone cares that much to hunt out his address, then there must be a problem.
It tends to work on the principle that if the person has a genuine problem after going through normal routes, then it will be escalated and sorted fast. On the other hand, if it is someone who is making a mountain out of a molehill (and really trying it on), then I have seen our Chairman offer a compensation package (basic) followed by a letter saying that since we obviously can't meet the customer's high expectations, we suggest he does take his business to someone who can (ie noone!)
I've resorted to the high-ups once with Sky (UK satellite company) after spending 18 months debating whether trees grew leaves in the summer... doh. The next day, two engineers arrived to fix the system... and were most amazed (and pleased) to find I was a real customers (as opposed to a special favour) since their job detail had lot of Board level codes on it
Good luck with the PB
It tends to work on the principle that if the person has a genuine problem after going through normal routes, then it will be escalated and sorted fast. On the other hand, if it is someone who is making a mountain out of a molehill (and really trying it on), then I have seen our Chairman offer a compensation package (basic) followed by a letter saying that since we obviously can't meet the customer's high expectations, we suggest he does take his business to someone who can (ie noone!)
I've resorted to the high-ups once with Sky (UK satellite company) after spending 18 months debating whether trees grew leaves in the summer... doh. The next day, two engineers arrived to fix the system... and were most amazed (and pleased) to find I was a real customers (as opposed to a special favour) since their job detail had lot of Board level codes on it
Good luck with the PB
