We’ve all been in a situation where we’ve purchased a new product but realise when we open it, it’s either the wrong size, broken, or not what we wanted. Our first instinct is to call customer service. The wait time to get in touch with a representative is one hour. While most of us wait patiently, some of us may send out a tweet to the company. The company replies asking what the problem is without knowing that you’ve already been waiting on the phone for a representative. As your mid-typing your issue, someone picks up.