Not at any that I have ever worked at, and my work experience is pretty much entirely in "enterprise"-type companies. Customer experience is reputation and reputation is company longevity.To be fair this is very normal. I work in consulting and the times I worked at a bigger company if someone would email/call me about another coworkers problem I would delete/ignore all together. Not my pay grade not my problem. I think this is fairly typical at any midsized and larger company.
Also you don't know the entire story behind the issues with another coworkers client. The most tracy can do if he was being nice is forward your complaint to Alisa. Since you are her client/customer, he shouldn't respond to you at all.
There's places where not only would that be frowned upon, but places where I would have been called in to my manager's office to ask wtf I was thinking.