Yes without question. Who is the one with authority? Its not normally the one that answers the 1 800 number. It is the executive or his executive secretary. If I would have found an email for the secretary I would have said to begin there. However, I would bet the company executive would want to make a customer happy especially if the customer took the time to find the executives contact info.
BTW - I have contacted executives/secretary on two occassions and have been pleased with the outcome.