This is why senior leaders have executive assistants. C-level execs of large companies get a lot of email and don't read all of it themselves, at least not init

This is why senior leaders have executive assistants. C-level execs of large companies get a lot of email and don't read all of it themselves, at least not initially, especially if the email is from someone they don't know. Emailing a large company's leader from the outside is and should be tantamount to emailing a part of their customer service team, if you are a customer. At least, that's how they need to arrange it if they want to be responsive and are failing to be. Good customer service will also escalate complaints internally so that they're properly dealt with, not just responded to (though they might be escalated to a subordinate of the person you intended to contact, rather than the person themselves). If someone emails your CEO, it's a fair bet that they're either really happy, or really unhappy and need attention, versus contacting frontline support. Companies that have good customer service typically have an "executive customer service" team made up of their best CS reps, who have good judgment and can handle unusual situations. Executive CS would for sure research and discover who sent the communication, and consider that fact as part of their response, and how to escalate it internally. To summarize, if a company cares about providing customer service, they can certainly do so, and they should look at email sent to their public figureheads as an extension of their customer service responsibility, or a delegated responsibility to the CEO's assistant. There is no excuse for the lack of response. This is also true for internal communication within a company, by the way. It's routine for assistants to respond on behalf of the person they support for matters that are within their area of responsibility. One of the marks of a higher grade executive assistant is that you can trust them with all of your communication, and can trust them to decide on their own what they can properly respond to on your behalf.