While no reasonable person would expect the CEO of a large company to personally attend to every customer issue that randomly reached them, it's hardly a bad th

While no reasonable person would expect the CEO of a large company to personally attend to every customer issue that randomly reached them, it's hardly a bad thing if the bubble of yes men is pierced. I can't help but imagine that a company that makes legal threats of this type is also dropping the ball in listening to customer feedback through normal channels, such as tech support or customer service. Customer complaints are a gift, a point well made in the classic Exit, Voice and Loyalty. Being removed from the voice of the customer is one of the worst things that happens to business leaders as their organizations grow.