It's very true. I recently had an issue with Expedia and was getting no where with phone or email support. I simply tweeted their public account with 140 char

It's very true. I recently had an issue with Expedia and was getting no where with phone or email support. I simply tweeted their public account with 140 chars of details and boom, they had "coincidentally" updated their TOS which meant my issue was now resolvable.