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A comment on Digital Exile: How I Got Banned for Life from AirBnB. Parent comment

Re:Digital Exile: How I Got Banned for Life from AirBnB by ceejayoz on Friday July 13, 2018 @11:28AM (#17523721)
You're getting cause and effect wrong.

Because it's public, they act on it. I'm completely certain they'd prefer to be doing off-Twitter support, via the complex phone tree, emails that take 72 hours for a response, etc., but they don't have that option.

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Re:Digital Exile: How I Got Banned for Life from AirBnB by J-dawg on Friday July 13, 2018 @11:42AM (#17523879)
My point was that maybe people wouldn't resort to public complaining if they got a quick and helpful response from a private channel.

Sure, some people would still complain in public just to make a scene (because some people are like that) but presumably the number would go down.

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Re:Digital Exile: How I Got Banned for Life from AirBnB by ceejayoz on Friday July 13, 2018 @11:50AM (#17523958)
It's unlikely they can sustain the Twitter level of response time and lavish personal attention for the more normal support channels.
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Re:Digital Exile: How I Got Banned for Life from AirBnB by nlowell on Friday July 13, 2018 @12:51PM (#17524551)
It could also be good for the brand to be publically helping upset customers. Probably case-by-case.
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