Back when I worked for an early online service (Dialcom) we had sold a big contract for email - the CEO of the company was pissed of with the performance and wrote a personal letter to the CEO of British Telecom (*our parent) at his home address.

At the next main board meeting our Director got handed the letter with the comment "one for you to sort out" - which is why we set up an entire Pr1me 750 for that customer.