Comment by nmilo

Then maybe it's time that lower-level customer service reps stop running official company twitter accounts. Maybe you and I see it differently, but most of the world sees a company's twitter account as the official source of information and fast-paced updates. It has as much significance as a press release from the CEO or an announcement on the company website. So if the lower-level customer service rep fucks up, outrage is warranted because they should have gotten someone more competent to run the account in the first place.