[flukus]

Sadly it's often the most effective way. Companies pay a lot for social media monitoring and anything that gets a lot of tweets they'll act on.

[bad_user]

Well obviously some companies disagree.

Interactions on Twitter are shallow, which makes support interactions risky and unsatisfactory for the customer ;-)

Which is why any sane company will only reply "Please mail us at ...".

[jamest]

Yes, we don't reply on Twitter since it became difficult to operate across multiple channels as we scaled.

I've just updated our Twitter bio to make it clear where to go for support:

http://twitter.com/firebase

[Piskvorrr]

"...at [e-mail]", usually.