Comment by xyst
I’m not parent comment but have received e-mail from Apple (Tim Cook and Steve Jobs), and T-Mobile (John Legere era).
It wasn’t personal emails but rather their assistants. Still a nice touch and issues were always resolved where L1-2 support failed.
Years ago, after months of pushback from Apple Authorised Service Provider I decided to write an email to Tim Cook... Got a phone call soon after straight from HQ and my issue was resolved - it's sometimes worth to escalate high up if the situation is absolutely out of company values