There have been 3 times in my life that I wanted to talk to "the top." On all 3 occasions, I went to the company's website under invester relations and got the USPS address for the CEO of the corporation (Sony Corp was in Tokyo). I wrote a nice, polite, one page letter in each instance and mailed it. In all 3 cases, I got exactly what I was asking for.
Be sure the letter is factual. Be sure the letter is polite. Be sure the letter is one page long, not a tome. (I used a smaller font on one of them to keep it at one page.) Attach any documentation supporting your position as attachments. (The letter to Ford included as attachments the invoice for the work they did on my truck, and the invoice for the repairs *I* had to do when they broke other stuff and blew me off when I brought it back.) Include all facts, even if they are not in your favor. It is better for YOU to tell them anything that is against your position, so you can rebut them in your original letter, and, more importantly, not appear to be hiding anything. You want to appear (and be) completely honest.
I have only had to do this 3 times, but it has never failed. (I even got a phone call from Tokyo about 3 months later to ask if I was properly taken care of by the U.S. subsidiary.)
