So, Merry, do you suggest that I take my Mustard Pretzel thing straight to Greenwald?? Does that *really* make sense?

My opinion is this: go to the complaints department first. If you do not get satisfaction and you *really* care about the issue, then go straight to the top.

After all, the CEO is supposed to implement a procedure for dealing with shortcomings, and if those procedures fail, then you are completely justified in going to the top.

However, I have never had a problem (mustard pretzels and plateau-bonuses aside) that has not been resolved BEYOND my satisfaction by either the first CS rep I speak with on the phone or his/her manager (I prefer to call and complain rather than writing..I feel like it makes me seem more reasonable). But maybe I'm just lucky...