It has been known for awhile that most big companies have Executive Service teams that do respond to customer emails. the Website consumerist (are they even around anymore) used to publish these "ceo" email addresses.
about 20 years when I worked as a 3rd party vendor in a Big Box retailer I had contact with many Regional Managers, they all had public ways to contact them, and those contacts where read, and if a customer complaint was it issue it would be sent to store manager given high priority
Most people think like you do, "they are so big so they don't care" and depending on the reasonableness that may be true, I saw some really crazy things in my time (people always angling for free shit) but honest issues where dealt with.
about 20 years when I worked as a 3rd party vendor in a Big Box retailer I had contact with many Regional Managers, they all had public ways to contact them, and those contacts where read, and if a customer complaint was it issue it would be sent to store manager given high priority
Most people think like you do, "they are so big so they don't care" and depending on the reasonableness that may be true, I saw some really crazy things in my time (people always angling for free shit) but honest issues where dealt with.