[robin_reala]

I work for a large corp and I’ve explicitly OKed it with the social media team that it’s OK for me to engage with customer complaints online to get them resolved if necessary. There are a few guidelines, but they’re easy to meet.

[cratermoon]

In my experience, this cuts two ways. Some companies hire what about to PR flacks to respond to complaints with bland, vague apologies and company hype. The good companies have real support people tasked specifically with engaging on social media to help users fix issues, especially common ones. As you might expect, I tend to prefer to do business with the latter, and I suspect I'm not alone.