[jasonvorhe]

I don't know. I'm always confused when social media accounts ask to report issues over different channels when it's so much easier to just reply to customer and ask for additional (non PII) information there. In this case it's unlikely that this was the only or even first report about this issue. So why place the initial burden on a paying customer? If your social media is just a marketing channel, at least make that clear so i don't even bother reporting issues that route.

[yesfitz]

Companies make it clear how to report issues by having a separate support system. If you clicked a "Support" link and it took you to Twitter, I could better understand your confusion.

As for using social media to take issue reports: What will you do when you need PII or have to reassign the issue or reassign part of the issue and those people need to be able to contact the user?

"Why place the initial burden on a paying customer?" Because it creates a better service for everyone to have a known way of doing things.

[bjtitus]

> If your social media is just a marketing channel, at least make that clear so i don't even bother reporting issues that route

Is this snippet from their Twitter bio clear?

"If you need assistance, please submit a ticket: http://fastmail.com/support"

[jasonvorhe]

Actually, yes. This is exactly what I would've asked for. I didn't see that.