Executive escalation departments are not the CEO. I served some time in customer experience before going into quality and then PM. UE and CE are very important

Executive escalation departments are not the CEO. I served some time in customer experience before going into quality and then PM. UE and CE are very important to me. This letter does not have the ring of a typical escalation path. Either he discovered the issue on his own or someone else within PayPal escalated it to his attention. Either is a good sign. The former path indicates a CEO who is actively listening to users and is deliberately making time to gather user feedback outside of normal channels - a very good thing for any CEO worth their salt. The latter indicates that someone else within PayPal or closely tied to PayPal had the good sense to escalate it to the CEO's eyes - that person deserves a promotion (he/she probably has some relavent skills that PayPal really needs at the moment). I just don't see this as a typical CEO apology. It's personal and the wording actually suggests something more than a typical CEO response - I've seen a few.