The other day, I was putting something together and it scratched because the fit of the brackets were too tight. I looked up the product on the website where we bought it, and I saw that someone recently posted a review with the same comment.
Instead of going through customer service to complain about the problem, I did what every smart domain investor should do when having issues with a product or service: I did a Whois search, found an executive’s email address, and got in touch via email to let him know about the issue. Less than 2 hours later, the issue was in the process of being resolved.
When a company is started, the founder is often the primary registrant of the domain name, unless privacy is used. As companies grow, many will change the registrant information to a domain administrator, but some will keep the CMO or CEO as the registrant. For those who initially had the CEO’s email address listed, I can find it using the Whois history tool.
I am not a big fan of waiting for customer service to respond or dealing with people who don’t really care much about customer service. CEOs and other executives have more skin in the game and are often far more willing to go above and beyond to satisfy a customer’s requests or complaints. Sending an email to a company CEO or executive is a good way to get an issue resolved quickly.
This is also a very good way to make new contacts with executives. You can use a Whois lookup to email an executive to praise the company or make a suggestion.