Too late! My primary contact is the top of the food chain, and one of those who has blown off 95% of my infrequent messages over the years, and is the one who said the TPE issue was going to be handled this past week, and is the one often out of the office. I did once send a message about their subordinate who was being snappy and problematic, and the response was brief and clearly not interested, and I'm sure it was never brought up to the person. So yeah, the top doesn't always mean getting things done, sometimes it just shows those underneath how to respond (or not respond to, as in this case) to your clients. I've learned from my 'corporate' years that company behavior is often learned at the top and trickles down. So if the top is considerate and believes in customer relations, it resonates down. If the top chooses to ignore most messages and dismiss concerns, that has also shown to trickle down.