I have used the Contact Us on the WDW site before. All of the CM's that I wrote to them about were called into their manager's office, they got to read the message I sent in and also received a special pin. A few weeks later I ran in one of the CM's at AK and he was overjoyed. He said it was the best thing that has happened to him in his 14 years of working there. So please write about your experience to WDW.