A number of ValueIreland.com readers over the years have criticised some of my responses to particular e-mails received from readers.
Take a situation where a consumer has gone as far as they can with a companies customer service, and where there’s no recourse to a regulator or to the law, the critical readers advocate taking things further that I might have commented in my responses.
By taking things further, the readers have advocated e-mailing senior management in a company to have them follow up on the problems. The usual example provided as evidence that this works is along the lines of “my friends IPOD stopped working so they e-mailed Steve Jobs and he sent them a new one”.
Personally, I’m not a believer in such tactics – though I have sent off a few letters and e-mails to CEO’s in my time. Some have responded, others have ignored the correspondence.
While such direct e-mails may work on occasion (as can be seen in some examples on the US website Consumerist.com, there is a danger that overuse of such tactics will reduce the impact of e-mailing a CEO to the same level as e-mailing the same companies customer service.
What are your thoughts on e-mailing the CEO of a company directly? Have you done this in the past? Has it worked?