dbaker,
I would generally agree with you in terms of respecting either an ordinary persons privacy, or a famous persons, etc. However, given that there is no two-way communication even between CO Plats and their senior management, then because of these extenuating circumstances, I think the poster was justified in posting the proprietary information. I don't think CO Customer Care counts as two way communication between customers of the company and people in senior management positions who can affect change. Senior management of most US corporations hass alleniated their customers, and they don't openly talk to customers. Even the middle managers who hold FT chats (at least they did in the past).....the session is very controlled and moderated.

As far as I'm concerned CO should offer monthly exchanges between top executives and its customers. E.g. they should locate a room in an airport or hotel, and scheule a customer forum where the executive(s) can give a presentation, and then field questions and dialog with the customers. CO actually has these forums with employees. The inside terms for these are:
*CEO Exchange: Periodic forums where Gordon makes a presentation and fields questions from employees; and
OLI: Officer Local Involvement where an officer adopts a station or location and periodically visits the station to talk to employees.

Given how out of reach the senior management of CO (and most corporations) is to their customers, then because of that I support the (I don't know what the word is maybe covert) tactics of secretely trying to find and talk to them. Again this is not just CO, but probably 98% of big companies that do not effectively communicate even with their top customers except to have a letter department that sends nearly automated form letter responses to any question and really does not take action on customers inquiries. Bravo to the person also who posted the phone number for the CO employee news. It is interesting to listen to the propeganda (don't necesarily mean that in a bad way, but rather mean interesting to hear the company spin they put on things). FT has gotten so conservative and pro-industry (sometimes) that I would not be surprised if they edit out the internal phone numbers that get posted so if you want them write them down. Another interesting number is:
(800) 231-6723
which is a number that will re-play the call with analysts about the last quarters financial results. After the CO executives give their presentation, they take and answer questions from the press and financial analysts on the phone. Questions typically are both about strictly numbers as well as any key service decisions. Also this telephone number is usually used quarter to quarter.

One tactic I read about in a "gorilla" consumer handbook was to write the spouse of a big company CEO if you were not getting good service from middle management.

One final story I met someone once with a millitary background. This person was having trouble with a big big company, the size of CO or Citibank. THe person called a buddy in the millitary, and got the top CEO's personal phone# and called him, and bravo, the persons issue that was impossible to fix before got fixed.

Again "corporate America," has put themselves in this situation largely by not having basic respect for their customers in general. How many very large corporations really respect their customers, and will try to do whatever it takes to resolve a customer issue. Companies like Ritz Carlton come to mind, but not most companies.

Perhaps it would be better to Fedex a letter to Gordon's house rather than just visiting him unannounced. After all he might be trying to rest or he might be busy thinking of more enhancements . But I definetely think some kind of what you might term "gorilla" tactics are often needed based on this corporate executive alleniation.