You have a severe problem with telephone customer service. Yesterday afternoon I called and waited – Marvin R Ellison email address

Lou Kasman sent a message to Marvin R. Ellison - President of J. C. Penney Company Inc.- email address that said:

You have a severe problem with telephone customer service. Yesterday afternoon I called and waited over 20 minutes plus to talk with someone; I hung-up. This morning at 8:30 AM EST again no response for over 40 minutes+ again.
To me this is a very serious problem. As a consultant I developed customer satisfaction systems and service delivery systems for Hyatt Hotels, Pepsi Cola, National Restaurant Association, Seagram Brothers, Sheraton Resorts and more.
Lou Kasman
Ann Arbor, MI