Nor should the CEO be, but there are other companies (Capital One for instance), that have public information (ie. e-mail addresses or phone numbers) readily available so that you can contact upper management or executives to voice your concerns about poor service and other things if necessary.
Here's to waiting for Google Fiber to be more readily available everywhere to light a fire under Verizon's as.s along with other service providers who have held a monopoly in their area for far too long while price gouging every chance they get.
My guess is that eventually Google will begin to slip too as they gain market dominance but you never know.
The best part is that a lot of the posts in this forum where people come to voice their frustration or look for more help escalating the issue are just responded to by people who say what a Retention Manager should never say: "Verizon is the best. If you don't like it you can go elsewhere but good luck.".
If anything, they should be professional and have some more tact when letting their customers know that their hands are tied and there's not much they can do; but obviously there is as some people have luck getting prices reduced, given things promo'd for "new" customers instead of those that sign back on for another 2-year contract.
There's too much leeway in what some people get as opposed to others which causes more frustration as it's a crapshoot as to whether you'll be treated "fairly" or not.