On three different occasions with three different companies (one international, two national), I kept good notes, responses, etc for up to several months and going through the bureaucracy's channels/chain of command. One of these was a RV/trailer manufacturer, another was a marine company, the third was a firearm manufacturer.
Then, 'CEO' email or phone call time.
On all three occasions and underling contacted me almost immediately. They probably didn't want the CEO to be contacted about an issue that should have been handled long before by the filters.
On all three occasions the company responded to my issue and got it 'fixed' within a few minutes.
So, document your issues. After a reasonable amount of time, 'CEO' in a reasonable manner. Ask him/her "What would you do?"
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