Your feedback was probably forwarded to the development department, if it wasn't it should have been. You speaking directly to someone in a laboratory is in my opinion unlikely-

Truth is without several complaints; the company will probably not put resources into investigating your horrible experience. I was actually shocked when I read your article because I love Pantene for Women of color, so much so, that I have been having it shipped to me from the USA. The product that ruined my hair was a L'Oreal Shampoo that is still sitting bellow my bathroom sink full except for the tablespoon I used that day.