It's interesting (and perhaps sad) how these days having a blog in which to complain, if needed, is one of the most foolproof ways to receive proper customer care from certain online companies.
Can't say I agree - the original owner of @N has a huge potential reach since he's a writer for medium, and knows how to structure and write an article so that people root for him instead of Twitter.
If @N would've belonged to some Chinese kid, that kid could have written on his unknown blog in Chinese and no-one would have cared.
Edit: Mixed up nextweb.com/medium writers
It would be a PR nightmare, and they'd be trying to track down the location, employee, and how their scanner for foreign material didn't pick it up. Meanwhile, without the internet, I'd call, never be able to reach anyone of importance, and they'd just apologize and mail me a 50% off coupon.
The internet gives the individual a lot of power, and they can reach millions overnight thanks to social networks. It also forces the company to handle damage control ASAP, since their reputation drops a notch with every passing minute.
At the same time it's possible for nobodies to be heard as well, provided their message is well presented.
What's more foolproof is a big platform, huge megaphone, and lots of social amplification.
Lots of blogger complaints, twitter campaigns have gone nowhere.
You could say it's a shame that customer service is awful, but it's expensive to provide universally good service, so many companies opt to just deal with the fallout. Not everyone can be Tiffany's.