MilesBuzz! - Reward transportation provided? Then don't bother us!

Well folks, as a tried and true Continental elite, I never thought I'd be posting this. I've just had my first really bad experience with Continental customer care.

Though I had not really talked about it, Helen and my flight back from the PIP was less than good. I wrote a letter of complaint to Continental, and learned some surprising things. Apparently, we should only expect that "transportation be provided" by Continental when redeeming awards. Despite the quality of the service or aircraft, if we make it on time and in one piece, Continental does not feel any adjustments are due. I'm not sure if I should accept this, or take the complaint up a few levels.

Some excerpts of my letter to them and their response can be found on the Continental Forum:
http://www.flyertalk.com/forum/Forum20/HTML/000551.html

I would certainly appreciate it if my fellow FTers would review it and give me some opinions. Thanks.

In his CO thread, his letter mentions about the poor condition of the CO DC-10. The reply said they were looking into it. I've been on the same plane more than once. Once the seat was broken and I wrote to the airline (giving the plane number and "N" registration) and told the FA. About a month later, I was on the same plane. Still broken!
It's much less common for me to see the same FA (or maybe I don't remember them). I keep a flight log