[cookiecaper]

I wonder if it's part of a longer-term strategy to get people to ignore online complaints altogether. At some point, when it becomes commonplace to tweet about problems instead of calling, it'll be substantially more difficult for horror stories to "go viral".

The more likely explanation is that PR teams are horrified at the prospect of something "going viral" and don't know how to tell what will and what won't, so they work to resolve any potential issue before it can blow up.