Yet another example of the sad state of affairs that engaging companies or governments directly through their established, official channels no longer works as

Yet another example of the sad state of affairs that engaging companies or governments directly through their established, official channels no longer works as well as going (or threatening to go) to Twitter with it. Is it acceptable that a Twitter account and the ability to publicly Twitter-shame is a prerequisite for decent service? Is it acceptable that it's a prerequisite for democracy? It seems utterly ridiculous to me.