Your rant is quite misguided. In this case, the CEO explicitly asked for people to email him: "I discovered that Legere put an emphasis on customer service --

Your rant is quite misguided. In this case, the CEO explicitly asked for people to email him: "I discovered that Legere put an emphasis on customer service -- listening to calls and even sharing his email address." From the other article: "had customer complaint emails forwarded to him. He also gave out his email address, ..., for anyone to contact him."