Social Media Problem Solving - Week 2

Have you ever experienced difficulty communicating with a business? Would social media have made it easier to get noticed or get your problem solved? If not, have you ever had a positive experience communicating with a business through social media?

I have seen others get results, well, okay, I have read about others getting results with social media.  The only time I have tried recently is with the Ca. State Disability on Facebook, which is no longer responding to messages because it was getting inundated with negative comments.  I thought it was gone, but I just checked and it is still up but they are not replying.  I understand the issue.  There are not enough people at EDD to keep up with the regular work much less the social media aspect.  Cutbacks everywhere have done in government social media for the needy.  

As for a positive experience, I have not used social media exactly, but I did get great customer service at Amazon.  Their feedback is very important to them and I am guessing that with their size their own feedback and comments sections could be compared to social media websites.  So, when I posted discontent with a product, I was sent a new one free of charge without even having to make a complaint directly about the problem.

I am guessing that this is what has occurred with others and may have been a similar response had posted on FB.  Out of curiosity I just checked and Amazon has a page on FB, but does not seem to have comments enabled there.  I find that interesting!  So, do they only deal with issues via their own site?  Must be.