On Christmas the gentleman offered to pass along customer information for a warm intro to a customer service representative. Maybe it helps, maybe it doesn't. It's not his job to troll forums and solve customer problems but yet he still offered.
Have you considered you may be a rude and cynical person?
I know I'm rude and cynical. My point was that he believes his company truly cares in a very big way about these things, when it doesn't. If this particular item gets resolved, it would only be because of the publicity.
If he truly believes his company genuinely values customer service, it would be more interesting for him to stick around and explain why the problem doesn't get solved as the complainer tries to work his way through it with no outside assistance.
Getting someone to solve a problem from the inside is useful only to the single person with a problem.
Have you considered you may be a rude and cynical person?