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Lenovo customer received a defective non-functional laptop from the company. Instead of immediately trying to return the laptop the customer sent a detailed but straightforward message to COO of Lenovo. The customer received a response within 20 minutes assuring him he would have a functional laptop. So how did he receive a response? Apprently the customer followed a method found here of which Gethuman has outlined 1. Exhaust normal channels Have you called customer service? Asked for a supervisor? Hung up and tried again? Give regular customer service a chance to fix the problem before you go nuclear. 2. Write a really good complaint letter. Be clear, concise, polite, and professional. State exactly what you want. See this post for complaint letter writing tips. Pitch your issue in a way that affects their bottom line. Spellcheck and include contact information. 3. Determine the corporate email address format. Look through their website or Google for press releases. Examine the PR flack's email address. What's the format? Is it firstname.lastname@company.com? FirstletteroffirstnameLastname@companyname.com? Figure it out and write it down. 4. Compile a list of the company's top executives This is often available on the company website, under sections like "corporate officers" or "corporate governance." You can also look the company up on Google Finance and look under management, although this list tends to only be partial. 5. Combine the names from step 4 with the format from step 3 to create an email list 6. Send your complaint to the list from step 5. Gethuman does want to stress the importance of step 1 "exhaust the existing support structure". The more this method is used the less effective it will become, but if you are not getting answers here is yet another tool for consumers ]]>