So, on one hand, everything you're writing is true. Posts like this, assuming they accurate reflect what's happened, mean that customer service has failed, and now the customer has to resort to ad hoc channels for addressing an issue. It's not a good look.
OTOH, every system has its limits and failures, and effective monitoring of communication outside official systems is one way that organizations can figure out what's not working about their system.
The real test is if they handle issues with one-off fixes and situation-specific exceptions, or if they figure out how their official channels failed and fix it.
OTOH, every system has its limits and failures, and effective monitoring of communication outside official systems is one way that organizations can figure out what's not working about their system.
The real test is if they handle issues with one-off fixes and situation-specific exceptions, or if they figure out how their official channels failed and fix it.