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I agree, there needs to be some way to reach a company if/when their main contact email or support ticket system goes down. Strangely, it seems to be more and more common that the best way to get actual support for some businesses quickly is via Twitter. I suspect the public nature of Twitter is an added incentive for a real human being to respond in such a way that it shows the company cares. What I really hate is when you file a support ticket via a system and hear nothing from the company for days--you have no idea if they are working on it, or what.
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