Good for you, Mark! I had a nice chuckle.
On a more serious note, I really feel for the people that cannot get any kind of support and try to get some help by messaging "the owner" of the social network they are in. With big companies, you used to be able to get someone to talk to you when you had a problem. Not anymore. The best you can get is a well trained LLM
A couple of years ago when I still was on Facebook, I had a problem with my account being falsely accused of hacking. I believe it happened because I had been chatting with my friend about computer malware.
All my chats were gone, and I couldn't write to any of my friends. "Okay, I will just reach the tech support, and solve the problem" - silly me back then. I was genuinely shocked that there was no "Facebook support". Just a bunch of FAQs, general help, and that's it, no way to talk to anyone. I felt completely helpless and lost, really unpleasant feeling.
My account got back to normal after one day or so, but that was the day I decided to begin the process of leaving that platform.
Facebook will ban you for the most odd of reasons, but report actual gore etc? Well now, that doesn't actually violate our TOS/community guidelines/blah
Gmail/Google has the same problem but I suspect and correct me if I'm wrong that it's less surface area to ban you - unless that did happen to people on Google+? But Google+ also didn't have its founder famously tell people "...they 'trust me', dumb fucks"
Depends on the company. Mail to the CEO is a well known customer support escalation path.
For companies that do generally support their customers, usually it gets you into an 'executive support' queue with people who are empowered to understand and solve problems that are mostly solvable --- you should be able to get money things made right, but don't expect product changes (but it can happen).
For companies that don't support their customers, it gets overwhelmed and may get dumped into the same usual support channels where reps aren't empowered to get anything done.
I mean another theory is that those people are misguided and vexatious, and that this correlates with them not actually checking which Mark Zuckerberg they are sending their urgent complaint email to.
