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Am I the only one that found this sentence interesting/amusing/silly:

"I decided the best place to contact them would be Twitter"

Why would anyone contact someone on Twitter first? Their contact page (usefulness unknown) is easy to find on their website.

You're publicising a problem with the company and so it has more of an incentive to deal with it quickly.

You'd be surprised how often you can get a response faster on Twitter than via a service's support desk.