Love to hear this! I bet most people wouldn't even consider emailing that far up the corporate ladder. It sucks that your issue had gone on long enough for you to even consider reaching out to the CEO, but its cool you were able to get their contact info, and that they actually responded. It probably helps that you have been a long-term customer, and I do think the correct tone is important. Sounds like things are on their way toward being resolved, so good work. I will definitely keep this tactic in mind the next time I find myself in a similarly desperate situation.
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