[Sebb767]

I think the downvotes are because the comment you replied to stated

> This is how support is handled these days.

... with an implied all other things are dropped/neglected and you replied with

> I personally don't see this as entirely a negative.

I fully agree with your point that companies being available on social media, but your first comment can be read as supporting that other avenues are dropped and that's clearly a negative. The grandparent clearly replied to that reading of your comment.

[zachrip]

Yeah, I just meant to say that as a user of twitter it's nice to be able to find most companies and message them in one central place instead of dealing with phones, chatbots, etc. I'm definitely not advocating for removing phone or email support.