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I hate to tell (some of) you this (the others already know it) but CEO's rarely read letters of complaint-when they do it's a 'representative' sample selected for them by whoever's been delegated to read the actual letters-and that person is going to select the clearest, most lucid, letter as the sample. Letters with poor spelling & grammar (and, depending on the company, poor hand-writing or formatting) will only be seen in the 'similar letters' count-and that's if you're lucky. Remember that the person counting the letters doesn't have the responsibility for responding to them. It's actually in his/her (selfish) interest to minimize the number of complaints that have been received. The harder it is for the recipient to figure out what you're saying the more likely the letter will be included in 'irrational customer' category.
Did you know that the most common 'strange' complaint listed in a survey of grocery store managers was requests for refund by people who bought something, ate it, and didn't like it? Don't remember where I ran across that (if it's true) but that's the sort of thing that I mean by an 'irrational customer' category. Do you think a grocery store manager is really going to pay any attention to complaints like that?
I know-that's not a direct analogy, but what I'm saying is that you should do your best to keep your complaints out of that category-if you do then you have a better chance of someone listening to them. (Being fixed is another matter.)
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