Communication Error?

Communicating with large businesses can be a hassle and sometimes may not result in what you are hoping for.  One time, when I was trying to communicate a return with Urban Outfitters, they took an extremely long time to reply to my email.  By the time I actually got a response, I barely had anytime to return the product by their 'deadline.'  It was extremely frustrating trying to complete a process with no help from the company.  If I had been able to contact them via Facebook or Twitter, the process may have been easier to complete.

On the contrary, I have had many pleasurable experiences dealing with businesses through social media platforms.  For example, when the release of a new product that I really wanted was hours away, I tweeted a question to the brand and got a fast and informative response.  This made me happy as a customer to know that the company interacts with it's consumers and because I got the information I was looking for.  Another positive experience was when a brand forgot to ship me a product I had ordered.  I contacted them via twitter and my response was again - immediate.  They quickly shipped me my bracelet and even shipped a complimentary bracelet free of charge! It was an AWESOME experience and social media played a big part, allowing me to communicate quickly and effectively.