After being passed around several departments, he spoke to an Apple executive on the telephone. I'm mildly surprised he was able to get to an Apple exec so qui

After being passed around several departments, he spoke to an Apple executive on the telephone. I'm mildly surprised he was able to get to an Apple exec so quickly. I've tried and given up in frustration. I did send an email afterwards, and got a response back. So it ended well in my case.