Originally Posted by Danwriter

The coda to this thread is that front-line customer service is increasingly useless and mostly there for show. To get actual resolution of problems, you have to find your way to the top of the food chain (such as by intuiting CEO email addresses) or seeking alternate routes, such as Twitter (which actually is a good way to accelerate response in many cases). But I'd prefer to put the ingenuity and effort thus expended into something more useful, like, say, finding a cure for cancer.