Why does a company not post things of this sort?
Because, if you were a president of a big corporation, getting letters regarding tech support matters, wouldn't you be a little upset?
A-h-h-h, I disagree on those points.
1) Most companies DO post that sort of information. However, it is certainly X10's prerogative to not post the information.
2) The company President would never see the letter or spend a pico second of time on it. Their Executive Assistant would take care of the problem, and there in lies the reason to send a USPS paper/envelope letter to the company president.
When a Customer Service rep sends an email up the pipe to the director of engineering, saying "Mr Birdzeye is having a problem with his widget, could you look into it?" the email gets dumped into the "I'll get to it when I can" bucket, and begins to grow mold. However when the same director of engineering gets this phone call " This is the office of the president and Mr Birdzeye is having trouble with his widget....could you look into it"? The director of engineering will react....quickly, and at least assess the problem.
I worked 28 years for a $28B a year company. Many times I saw this behemoth of a company react when simple, but well verbalized, written complaints got into the hands of the CEO's staff. When I was on that side of the fence I too thought that the company executives should not be places to take your complaints. Now that I'm on the other side of the fence I write to CEO's when:
1) I feel I have a very legitimate complaint.
2) I am very, very, very sure the problem is not at my end.
3) I have explored more conventional methods of getting my problem resolved (Customer Service) with no satisfaction.
