I once had a complaint with Uber. After weeks of emailing their support and getting nowhere, I was really frustrated and posted my complaint on social media. My situation was resolved by Uber within a couple of hours with a public apology.
It shouldn't have to come to this. Companies should have good customer service without feeling the threat of public shaming.
I feel that they should use the tool productively to build their image not to fight off complaints.
Thanks for your post @ireti. What do you feel about my Uber support story?