Totally agree with this. I had a dispute with my bill at NYNY last time (they over-charged me on my resort fees) and after sending 2 ignored emails to their "customer service" department (good luck getting a hold of them on the phone) I finally took my case to Twitter. Within a couple hours I had the social media person asking me to PM them so they could get involved. Long story short after taking that route the VP of Customer Relations personally handled the issue. It's amazing how powerful social media is these days.