Earlier quoted context omitted.
I think that's essentially saying that "Customers who stand in the town square screaming 'T-Mobile sucks!'" get attention faster than ones that send private letters to T-Mobile. It's sad, but at least we have a digital public square?
You can direct message @tmobilehelp on Twitter and you get access to the same representatives that respond to public complaints, without actually having to publicly complain. I'm not sure if this is intended behavior (or if it works with other companies), but it solves my problems quickly.
Does hacker news count as social media? This might be one of the only social media accounts I have.