Comment by jiggawatts

To quote a HN user talking about another similar instance of a cloud service failing to support their customers:

> “You've got an additional problem though, which is that this tells us you have two support channels: one that doesn't work (i.e. yours, the one you built), and one that does (Twitter-shaming). The first channel represents how you act when no one's watching; the second, how you act when they are. Most people prefer to deal with people for whom those two are the same.”

From: https://news.ycombinator.com/item?id=20066239