> Why would a company want to encourage people to make complaints in the most public way possible?
I think the topic here is that customer support only/mainly replies in a constructive and interested manner when the issue is brought to public, e.g. on Twitter, because now they are being publicly called out for their behavior. Appalling, but appears to be true.
On the other hand, when using private channels for customer support you'll get responses that range from being passed around by call center operators that are powerless (and thus useless) to solve your problem, to downright being lied to.
Private support channels, namely those operated by real people, are costly, making Support a constant target for budget cuts rather than actual, professional management (that "investment" you mentioned). Plus, these channels are known for their hostile/toxic environments and meager paychecks, so it seems unfair to expect high quality professional customer support from the "official" channels; but the bean counters made the budget work, hooray!
I think the topic here is that customer support only/mainly replies in a constructive and interested manner when the issue is brought to public, e.g. on Twitter, because now they are being publicly called out for their behavior. Appalling, but appears to be true.
On the other hand, when using private channels for customer support you'll get responses that range from being passed around by call center operators that are powerless (and thus useless) to solve your problem, to downright being lied to.
Private support channels, namely those operated by real people, are costly, making Support a constant target for budget cuts rather than actual, professional management (that "investment" you mentioned). Plus, these channels are known for their hostile/toxic environments and meager paychecks, so it seems unfair to expect high quality professional customer support from the "official" channels; but the bean counters made the budget work, hooray!