4 months ago a problem with login was posted on to Get Satisfaction Twitter Community Board. Since then, 8 people have joined this discussion with exactly the same problem. Why are they so pissed off? They still haven't received a response or any help from Twitter so most are now considering cancelling their Twitter accounts. Most seem to accept that Twitter is relatively new and therefore the odd bug is acceptable, but what is really frustrating this small group of tweeters is that there is NO PERCEIVABLE CUSTOMER SERVICE for Twitter.

Do you think there should be a Customer Service side to Twitter? I'm on the fence (although also have the log in problem). After all it was originally set up to be a fun way to communicate, possibly a bit of a gimmick, therefore we can hardly expect slick customer service for this type of free web-based application. However there are many businesses currently using Twitter as an essential part of their marketing strategy, and telling the world about it. Twitter's profile has been raised recently by this very phenomena. Perhaps the time is now right for some form of customer service to be set up - along with business membership?

Hi Susie, I sympathize with you... I really do! I have had 2 support requests since about 6 months ago that are still unanswered to this day!

The sad fact is, I would estimate that 99% of the users never need support. Therefore, it is economically sensible for Twitter to just ignore the 1% that do. They need to justify the cost of supporting that 1% vs the bad PR and word of mouth that would come as a result of not supporting. USUALLY doing your best to support makes sense, however, Twitter is hot right now and they cannot get enough great PR that dwarfs the tiny number of "complainers" out there.

That is my guess as to why Twitter support sucks, but it is not all that different from other free services out there -- at least not the free stuff I use.