Twitter seems to be the worst platform ever created to get customer support.

If any entity requires a huge amount of Twitter followers to get support, count me out.

I think twitter is last time I checked (looking at guidelines maybe 3/4 years ago) pretty amazing for customer support, even if you drop the fact that well-followed people might get better support. The expected reply time for twitter support queries is on the order of minutes. Compare that to phone or email customer support on many platforms.

That's no longer the case. In my experience, most companies have stopped responding to complaints on Twitter. They have a set playbook now which asks you to DM them and then sends you a holding message.

This was for a short period a two or three years ago, no longer.

Now, unless you are high follower count, they will reply asking you to DM and give you a hold.

It's no different than pre-internet. Complaining publically has been around since TV, it's a staple of local news to have "exposes" on bad local businesses to shame them when they won't do right privately. Before that it was radio. Before that it was newspaper. Before that, it was just gossip.

Humans have been using social pressure to right wrongs.... for millenia.

Twitter is nothing more than a common social square.

This is probably because in the beginning they want publicity.