I had been having DSL internet connection outages, reaching more or less permanent yesterday. AT&T was not exactly jumping up and down to help. My daughter tweeted about her great grandfather ( my grandfather ) who with two brothers, served more than 100 YEARS with AT&T, running long distances lines thru western MASS and upstate NY in the first third of the 20th century....and how about some help here? Within the hour, there was a truck at the box out on the street, and I was called by a REAL person/tech ( not Sahib in Mumbai who already told me to wait until after New Years). Determined that my modem was also sketchy. New modem at Best Buy, and by evening we are back in business.
She has had success with this approach before ( with Ford). Seems big companies sit on the social media, and if you are more or less respectful, truthful, and specific, they may pitch in to avoid bad publicity!