They raise an interesting point though – if people think that they will get something for nothing if they complain publically on Twitter, then will people start making bogus complaints? Will companies only do nice things for Tweeters with lots of followers? How powerful is a complaint on Twitter? Pretty powerful if you are Stephen Fry, but what about those with modest followings?
I don’t have the answers, but it will be something I’ll be keeping an eye on and perhaps arguing about in the pub.