[jdbernard]

I think it is a result of the impersonal "contact us" intake forms companies have all moved to. You have no indication that you aren't just screaming into the wind. There is no personal touch. So you take to social media where your are sure at least someone hears you. It also scratches the justice itch: if the company doesn't pay attention it looks bad in public and you get some vindication for being ignored.

I'm not saying it's a good or bad thing to do, but I understand it.

[bjtitus]

> It also scratches the justice itch: it the company doesn't pay attention or looks bad in public and you get some vindication for being ignored.

This is an interesting point. There is some satisfaction from the likes, the comments, and the assurance that _someone_ is seeing your frustration even if the company does nothing.