I'm not going to give the name of the contact I got through to at this time. But I will say that she was positively horrified by the stories I shared, and took lots of notes. She and her department have apparently been making massive efforts with top management to try to get them to make this sort of stuff a real priority. She really appreciated my letter to Musk because it reinforced everything she'd been trying to tell management, only it was better coming from me.
She did ask to see Karen's survey which showed 15-20% of people finding it nearly impossible to reach a human. I am going to try to dig up the link (edit: found it).
*cross fingers*
P.S. I guess I technically count as an activist investor now. Anything I can do to help the company get on the right path...
I'm glad you were able to get through. This makes me feel a lot better. As an investor, we need to know this is not a systemic problem with the organization, because it's a time bomb that gets bigger with each car that's sold.