Comment by ot1138

Well, CEOs do look at these letters quite frequently. At least, I did when I was the CEO of a networking company.

We were only selling equipment in the US at the time but some had found its way around the globe. This one particular Indian gentleman had been engaged for some time with support claiming that his unit wasn't working right and exhibiting all kinds of strange behavior.

I had a habit of looking at the cases with the longest open history, which is how I found it. I continued to monitor though I didn't send anyone out to India or anything like that.

Eventually it came out that the sleek looking aluminum unit had some kind of stocky packaging material stuck to it, so the customer had put it in the washer to clean it off.